Simply being a good communicator won't solve every customer service problem you may face -- but it can definitely make a difference between a positive and a negative experience for your customer (and for you!).

1. Challenges with Customer
Service Communication

2. • Communication is a make-or-break
part of every customer service
interaction.
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3. • The goal is clear: Customers want to
solve an issue and employees want to
deliver the solution. Simple, right?
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4. • In principle, every question should
have an answer – but it's not always
quite that simple, and communication
can help or hinder along the way.
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5. Scenario 1: End To A Rough Day

6. • After having been transferred over
and over again through half of the
company, a customer is directed to
you.
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7. • If the customer feels they've been
treated badly, they might start off
your conversation by letting you
know just that – and they might not
be too open to explaining their issue
yet again.
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• It's rough to be held responsible for
something that's not your fault.
Still, take a breath and start with
empathy: Show the customer that
you intend to end their frustration.
• Sometimes people need to vent, and
at that point, all you should do is
listen.

9. Scenario 2: “I Know a Person…”

10. • A customer has a problem you can't
solve – tough for them and for you!
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• The worst, most potentially
infuriating response?
"Sorry, I can't help. Bye!"

12. • Instead, try:
“I don’t know the answer, but I have a colleague
who can help. Would you mind if I put you on hold
for a moment while I reach out?”
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13. • First, you’re showing that you aren’t
wasting their time trying to figure out
(or even make up!) an answer.
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14. • Secondly, this shows that you are
honest when something is outside of
your expertise and know when you
need back-up.
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15. • Last, it shows the customer that you
care and really want to provide the
answer they are searching for.
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16. • Even if a customer needs help with
something outside of a direct
customer service inquiry, it never
hurts to help if you have the time!
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17. Scenario 3: No Answers? What Next??

18. • You can't answer a customer's
question and you can't find anyone
who can. What to do?
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19. • What now? Consider your resources –
human and otherwise.
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20. • Can you call on an extended support
team for back-up?
• Is a next-tier-up team member or
manager able to offer guidance?
• Are there any help guides or resource
materials available?
• Does an online search help at all?
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21. • Be honest: Let your customer know
that you need more time to provide
an answer.
• Set expectations: Clarify when they
will hear back, from whom, and
through what channel.
• Follow through: If you drop the ball,
you'll lost their trust.
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22. Communication Can Turn Things
Around – or Upside Down

23. • If you communicate honestly and
carefully, you can turn even some of
the worst customer experiences into
incredible ones.
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24. • You probably won't be able to please
everyone all the time – but if you do,
let us know how! ;)
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25. Conclusion

26. • Whether you're a customer service
novice or veteran, there's always room
to review and improve your practices.
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27. • Whether your "customers" are
actually colleagues, vendors, partners,
community members, or even paying
clients, remember that good
communication powers good
customer service.
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28. Deliver answers – and empathy.

29. Want more?
Binge watch… Read the full blog… Like some podcasts!

30. Have we met socially?

31. Thank you!