KEY FACTS - Clear communication

Key Fact: Customers need to understand what’s happening and why. Customer service advisers can achieve this by structuring conversations effectively and providing clear and concise information.

• On the phone, customers can’t see what’s happening, so it’s important to keep them informed about what advisers are doing, especially if they’re entering data or reading information from a screen and not actively talking to the customer.
• Asking permission to ask questions, put customers on hold or transfer them encourages a more positive response from customers and helps to create a favourable climate for the call.
• Using words that the customer doesn’t understand, or not being able to explain in ‘plain English’ hinders communication and leads to repetition, increased call time and confused customers.

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