This document provides guidance on effective customer communication skills for customer service representatives. It discusses the importance of active listening, paraphrasing, and using vocal cues to convey understanding and build rapport. Some key points covered include tailoring communication style to match the customer and situation, avoiding assumptions, asking clarifying questions, and acknowledging customers' emotions without letting them interfere with problem-solving.

1. Lesson 4:
Interacting with
Customers

2. After going through this presentation, you
are able to :
1. Improve client service (CS) by building
customerrelationshipswith better
customerconversations.
2. Carry conversationswith customers
by speakingeffectively, using vocal
cues, listeningactively, and using
paraphrasingto convey your
understandingof the customer’s
needs..

3. FORMAL AND INFORMAL COMMUNICATION
• Whenever there is talking, there’s always a message, which goes
from the sender to the receiver and back. This is true, regardless of
whether you communicate verbally or nonverbally.
• Smiling can send a positive message and be
endearing. But not when you want to express
sympathy or concern. So, to avoid mixed
messages, you have to adapt the way you
communicate to match the customer and the
situation

4. Informal way of communicating
• Informal communicationis casual communicationbetween
coworkers in the workplace. It is unofficial in nature and is based in
the informal, social relationships that are formed in a workplace
outside of the normal hierarchy of business structure.
Examplesare:
• Gossips
• Casual communication
• Slangs
• Jargons
• Face to face
communication

5. Formal way of Communicating
• Formal communication is exchanging official information between two or
more people within the same organization, by following predefined rules
and using official channels of communication. Mostly, it is done in written
form.
Examplesare:
• Business Letters
• Concern letters
• Reports
• Presentation
• Public Speach
• Telegrams
• Contracts

6. OVERCOMING
BARRIERS TO
COMMUNICATION
As a customer service representative’s
primary business is helping customers – it is
what they do.
CSRs face many barriers to effective communication.
Such as Dissatisfaction or Disinterest With One's Job. ...Inabilityto Listen to Others. ...Lack
of Transparency & Trust. ...CommunicationStyles (when they differ) ...Conflicts in the
Workplace. ...Cultural Differences & Language. So, when solving a customer’s problem, do
not just assess the problem, also consider the customer. Where are they coming from? Try
and tailor your responses to their needs. And try not to let customers’ emotions get in the
way.

7. Dissatisfactionor DisinterestWith One’s Job
• If you are unhappy or have lost interest in your job, you are far less likelyto communicate
effectively– both on the giving andreceiving ends.In other words, you are likelyto not have
confidencein what you say or that you have lost interest on your job. This barrier,is perhaps
themost difficult toovercomebecause it involveschanging a mindset,and thus it typically
doesn’t changeuntil the person leaves.
Inability to Listento Others
• Activelistening isan important aspect of effectivecommunication.Youcannot
properly engagewith someone if you do not listen to them because you will tendto
make assumptions about their needsbased on your thoughtsversus reality.
-Regardless of the type of communication: verbal, nonverbal, written, listening or
visual, if we don't communicate effectively, we put ourselves and others at risk.
Besides physical and technical barriers, there are six barriers to effective
communication every employee and manager should strive to eradicate.

8. Conflictsin the Workplace
• Conflict can happen for a varietyof reasons and when it does, it becomes a barrier to
effectivecommunication.Thenatureof theconflict isnot necessarilyimportant,what is
important is working to resolvethe conflict.When theconflict isnot eradicated,it grows
and then people will begin to take sides, which further impedeseffective
communication.
Cultural Differences& Language
• It is important to understand the cultural differencesin communication. But don’t just think
international as in remembering that in Japan one’s surname precedes their given name. There can
also be regional differences – for example,a northerner might not like the term"y’all" or even
understand the more comprehensive version,"all y’all." While these examples may seemtrivial,
the point is that cultural differencescan occur within the boundaries of the US, and when one does
not recognizecultural differences,they riskoffending the other person.It is in that offense that
communicationbreaks down.
Lack of Transparency & Trust
• It is extremely difficultto communicate with anyone when there is a lack of transparency and trust. For examp
your staff believes youare holding something back, they will be anxious, some will speculate, and as a result,
be more difficultfor them to process on any attempt you make to communicate with them.

9. How can I overcome communicationbarriers?
• Communication is the sharing of information between two or more people.
• When providing support to a person living with a mental health condition, it is important that
communication works both ways.
• A communication barrier is something that prevents either person from understanding the
information they are being told.
A person who is experiencinga mental health concern may find that this experience will make it
very difficult to communicate.They may:
• find it difficultto concentrate
• be distracted by their emotions, voices that they hear or visions that they see
• have strong reactions in response to what you say
• be taking medication that affects their short term memory
• not have the confidence to ask questions
• feel that they have nothing of value to say
• not feel safe
• rather be alone.
- A person with lived experience of a mental health condition

10. • checking whether it is a good time and place to communicate with the person
• being clear about what you say and using language that the person may understand
• communicating one thing at a time
• respecting a person’s desire to not communicate
• checking that the person has understood you correctly
• communicating in a location that is free of distractions
• acknowledging any emotional responses the person has to say on what you have said.
-Don’t make any judgements about what someone
may be experiencing, always ask!
Barriers to communication can be overcome by:

12. IMPLEMENTING EFFECTIVE SPEAKING SKILLS
Verbal communicationrefersto the use of language to convey information.Verbal communicationskillsrepresent
more than speaking abilities—theydemonstrate how you deliver and receive messagesin both speakingand written
interactions.These skills focus on how you communicaterather than what you say.Because of this, you can utilize
nonverbal techniques such as body language to enhance your interactions.
The most effective speakers don’t rely on
words alone to get their point across –
they use tone
and attitude.
• Examples of effective verbal communication skills include:
• Active listening
• Asking for clarification
• Asking open-ended questions to gain insights
• Recognizing and responding to nonverbal cues
• Speaking clearly and concisely
• Using humor to engage audiences

13. Why are verbal communication skills important?
Verbal communicationskills matter because they enable you to build rapport with other people, which
creates more positiveinteractions and stronger work relationships.With these skills,youcan convey a sense of
confidence and ensure that your audience understands your message or expectations. The ability to
communicateclearly helps you succeed in various worksituations, includingprojects, negotiations and job
interviews.
How to improve verbal communication
skills:
• Think before speaking
• Use Concise Language
• Understand clearly
• Be mindful of your tone
• Pay attentionto yourbody
language
• Employ active listening
• Speak with confidence
• Show your authenticself
• Practice your skills
• Gain feedback
Some effective active listening techniques include:
•
• Avoidmaking judgments about or stereotyping others.
• Remove any potentialdistractions,such as a noisy
setting.
• Focus on what the other person is saying, rather than
thinking about what you want to say next.
• Ask clarifying questionsto ensure you fully understand
the information or message.
• Wait until the other person finishes speaking before
responding.

14. What to do when on the phone:
1. It helps to imagine you’re talking face-to-face.
2. Smiling will come more naturally, and you’ll convey
a pleasant attitude.
3. Remember your posture, body language,and facial
expression. Although a customer can’t see you, these
Reflectingthe tone of your voice.
4. Be polite, too.
“Thank you,” “please,” and “I’m happy to help”
actully makes an impact.
5. Remember, don’t use customers’ first names
until they invite you to do so.
6. Try to “mirror” the way your customer talks.
7. Use similar vocabulary and speed up, or slow
down, to match their rate of speech.

15. USING VOCAL CUES
• Communication patterns are often second nature. For example, you use vocal
cues like an upbeat tone when delivering the good news without thinking about
it. The fact is, verbal cues are part of the message.
• Vocal cues can make or break a customer call. They help communicate both positive and
negative feelings and intentions. When dealing with customers, you’re generally aiming
to create positivity through your vocal behavior.
• Speaking in a high-pitched tone can come across as dramatic or stressed
out. This can make your customers anxious. So, watch your pitch. CSRs
should generally stick to a lower pitch. It’s more upbeat and professional.
• Inflection is equally essential. It’s how you verbally punctuate a sentence. You can
use it to emphasize points, pause, ask questions, or make a statement.

16. • Your rate of speech is another vocal cue to monitor. Speaking at a slow or
unsteady rate is a negative verbal cue. It can make you seem depressed,
hesitant, or pessimistic.
• Try and settle on an upbeat tone, using a moderately fast rate of speech. When interacting
with customers, your tone can be an asset – or a liability. Use vocal cues to create a positive
and professional conversation.
• A rising inflection – that slight lilt at the end of a question is a positive vocal cue that can
help you get a question across. Combined with a relatively low pitch, this ensures she
sounds calm and in control but interested in the customer’s saying.

17. No matter how experienced you are, it’s impossible to predict what
customers might say. And if you do not listen carefully, you could miss
something
EFFECTIVE LISTENING SKILLS
I used to thinklistening
was a no-brainer, but it is
a complex skill. Something
I am still working on.
When you pay close attention, you
can pick up on subtle clues that can
be useful to keep a conversation on
track. Paying attention also helps
build rapport with customers
because it makes them feel heard
and understood.

18. • Building trust and establishingrapport
• Demonstrating concern
• Paraphrasing to show understanding
• Using nonverbal cues that show understandingsuch as
nodding, eye contact, and leaning forward
• Brief verbal affirmations like “I see,” “I know,” “Sure,”
“Thank you,” or “I understand”
• Asking open-ended questions
• Asking specific questions to seek clarification
• Waiting to disclose your opinion
• Disclosing similar experiences to show understanding
Active listening technique include: • Validation
• Emotional Intelligence
• ProblemSensitivity
• Courtesy
• Professionalism
• Nonverbal Communication
• Transparency
• Integrity
• Humility
• Proactivity
• Accepting ConstructiveCriticism
• Creating and Managing Expectations
• Confidence
• Empathy
• Compassion
• Understanding
• Observation
• Attention to Detail
• Vocal Tone
• Sensitivity to Religiousand Ethnic Diversity
• Self-Awareness
• Situational Awareness
• Interpretation
• Identify and ManageEmotions
• Understanding Hidden Needs of Others
• Body Language
• Facilitating Group Discussion
• Reaching Consensus
• Collaboration
ACTIVE LISTENING SKILLS

19. BEING AN ACTIVE LISTENER
We have a problem with new CSRs
who jump
rightinto solving the problem…start
tapping away at
their keyboardswithoutsaying
anything. Meanwhile,
the customer is like:“Hello? Hello?”
Whether you’re communicatingface-to-
face or over the phone, customers need
to know you’re listening. It’s about more
than just hearing; it’s also about
understandingthe meaning and context
of what’s being said.
Empathy goes a long way.
Empathizingis one of the most potent
active listening tools. It demonstrates all the
elements of good listening: attention,
hearing, understanding, and remembering. By
empathizing, you’re illustrating that you hear
what the customer is saying and the
underlying emotions.

20. PARAPHRASING
Paraphrasing – or restating essential points – is
another active listening strategy you can use. It
helps demonstrate effective listening and also
enables you to confirm you’reon the right track.
1. Paraphrasing involves listening carefully to what a customer’s saying and then restate, in your own
words, your understanding of what has been said.
2. Paraphrasing demonstrates all the elements of effective listening: attention, hearing,
understanding,and remembering.
3. After paraphrasing, you should follow up
with a closed-ended question to ensure you’ve interpreted it correctly. Like Jenna did when she
asked,”Is that correct?
4. But do not repeat back what the customer says word for word.
5. Always use different words while keeping the samemeaning. Parroting back precisely what’s
been said can irritate a customer and may seem condescending.
6. Ask questions to check your understandingand paraphrase to confirm all the information you
have. That’s how you solve a problem. Perfecting your paraphrasing skills will take your
listening to the next level.

21. 1. Besides offering customers the opportunity to
correct, clarify,
or confirm your understanding, paraphrasing
helps you act as a verbal soundingboard.
2. Rephrasing the message allows you to clarify
without showing any approval or disapproval of
what the customer has said.
3. Paraphrasing keeps things neutral.
4. It also has the benefit of reassuring customers
you’ve given their problems some thought, and
you remember what they’ve said
ADVANTAGES OF
PARAHPHRASING
1. Never interrupt – especially when you’re dealing
with angry customers. Sometimes it’s tempting to cut in
or jump ahead.You think it’ll help solve the problem
faster, but it just makes things worse.
2. Don’t finish a customer’s sentence for them. You
could be drawing on your experience to anticipatewhat
a customer’s about to say. If you’re doing that, you’re
not listening. Always let them finish speaking
WHAT TO AVOID WHEN
PARAPHRASING