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COMMUNICATION

SKILLS

The four principles of customer interaction guide conversations with our customers, but
there are still other things that we have to keep in mind to ensure that our conversation
is as effective as possible. There are some basic communication skills that we will review
in the following sections. Although some of these may seem basic, they will level set
everyone’s expectations and behaviors.

positive

speaking

In a customer service environment, the language that we use can have
a strong effect on how the customer perceives the service. In a sales
environment, this is even more critical. Use positive words and
phrases like these when you interact with your customers:
• Words
1. “Definitely”
2. “Surely”
3. “Absolutely”
4. “Certainly”
• Phrases
5. “Rest Assured Mr. / Mrs……”
6. “I do understand the inconvenience you
have faced……”
7. “I will be more than glad/ happy to assist
you….”
8. “I completely understand the reason why
/ your situation….
• Personalized

9. “I will surely ensure that…”
10. “What I will do for you right away is……”
11. “I assure you I will try my best…..”
12. “What I can do for you right now is ….”
13. “I’m sorry for the inconvenience, what I
can do for you is ….”
• Advisory
14. “I would suggest / I recommend…..”
15. “To avoid a similar inconvenience in
future I request you to….”

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