Why does not communication skills work in customer service?

Every time my company conducts communication skills, we know someone is raising objections.

"This does not work". "Everyone has heard about active listening and can not use things anymore."

And we have to admit there's a lot of truth in it. Everyone heard about active listening. And that does not work much for many people.

But communication skills are able to work for staff.

The problem is usually not the skills. This is how people are trained to use them. Learn effectively communication skills and create happy clients and higher incomes.

There are two components for good communication skills: (a) the skills themselves, and (b) what they are trying to do (their intentions) when using them. Many employees learn communication skills from manuals. And many manuals emphasize skills or intent, but not both. And so, we think that communication skills are unsuccessful.

Here are some examples:

1. Example: Active listening with black eyes: using good skills, but with the intention of improving or changing a client

clash with a mother who is badly fried. The social worker has done all he can to show the active silence.

"Okay, I think you're upset and you want to get out of here." The mother did not react to everything she hoped for. "I do not want to hear this institutional conversation," she said, "you leave me alone. If I want to retire, then I am!"

This seems to be a failure of active listening, but this problem goes deeper when I stopped the meeting and asked the social worker that she thought her mother felt and what she needed, she said, "I do not really know how to get her to do what she wants and she thinks her idea." [19659002] Active listening skills are useful, but only tools that serve the user's intentions and if you do not teach trainees useful intentions, most people try to repair people or change them to enable their staff to be very effective that their customers know that they need to improve or change them, and customers will be informed about it how unpleasant experience it is

2. Example: How to "Understand Before You Understand": Unsuccessful: Useful but Not Known to Communicate

I stopped a training scenario after an angry man exploded on a nurse and nursed a nurse with a dad who felt that the staff trying to play him and his son out of the hospital

Did you tell him he was working all day and went to the hospital all night, and where did you think it would take time for training before you took his son home?

When I asked her that she thought she was feeling and what she needed, she suggested that she seemed overwhelmed and afraid and needed some support.

When I suggested that you could ask a person if he experienced this, he turned to him and said, "You need an appointment with a social worker.

This is a classic failure, you understand the client but did not have that willing to communicate with him. Sister clearly pointed to the source of man's rage, she was a real empathy but could not recall the words.

Of course, we taught words, but like most people who learn new skills, to use them, so as a trainee, he fell back to try and repair the client and told them how much he did not like to handle it in this way.

This means nothing if he does not exercise

Both of these examples underline the third important element of communication skills development, namely, practice.

In the first example, the trainee a compass was a social worker's qualification. I'm sure he was exposed to good communication skills. She never did.

When we first filmed the screenplay, we prepared him through the skills and set him to fight because he tried to fix his client, not his relationship with him (that's our intention), skills developed quickly. She also returned to training weeks to tell her that she really made a difference in her home life skills. He quickly became a recognized mentor for others.

Communication skills are a deceptive challenge. You have no great sense or skill to say words. Desirable wording is the whole process: your own inconvenience, taking into account the demands of complaints and accusations, watching the other person, overthrowing nervousness, referring to an outraged person to evaluate some kind of support.

During hard interactions, trust is your own intentions and skills. And through practice, you learn the confidence.

In my experience, these keys to effective communication skills are:

1. with such useful intent as understanding or linking the other person with them,

2. using skills that communicate with his will and

3. exercising your skills and intentions, so you have access to them, even if the interactions become intense, especially if you do.

Find a training that gives you all the gaps and have communication skills that will satisfy your customers and increase their income.

Source by sbobet

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