Article: Why Communication Skills Don't Work In Customer Service
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Why Communication Skills Don't Work In Customer Service
Every time my firm conducts communication skills training, we know someone is going to object.
?That doesn't work. Everybody's heard of active listening. You can't use that stuff anymore.?
And we have to admit, there's a lot of truth in that. Everyone has heard of active listening. And it doesn't work for many people much of the time.
But communication skills can work for your staff.
The problem usually isn't the skills. It's the way people are trained to use them. Learn to use communication skills effectively, and they can create happy customers and higher income.
There are two components to good communication skills: (a) the skills themselves, and (b) what you're trying to do (your intention) when you use them. Ma...
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