Customer service is a team sport. In order to solve a problem, you often have to rely on the knowledge of your colleagues. However, the quality of this internal communication depends heavily on the quality of your corporate culture. Internal guidelines, competition, and uncertainties within the department can hamper effective collaboration.
You can now even get airline customer service by following the link.
This is about how understandable your communication is. While the previous point of accuracy was about “what”, it is about “how”.
We all know those people who have a knack for getting things straight to the point. Those who make the complex easy to understand, born teachers. What distinguishes good, understandable text? Here are a few factors:
Simplicity. To be able to speak plain text, things have to be kept simple. Unfortunately, this is all too often underestimated and forgotten. Expressing yourself in a simple way is damn hard. Simplicity is a question of efficiency. The less effort the listener needs to understand what is said, the better. To make things easy to understand, sentences and words must be reduced to the minimum. Cross out certain sentences and commas and use common words.
Structure: Structure increases intelligibility. Just think about how you would remember the phone number. It becomes much easier if you structure them clearly. The same applies to sentences. For example, you can use the “What – Why – What Now?” Use. Or, also very popular among distributors who use “function – advantages – benefits” technology.
Familiarity: Many people find it difficult to understand new concepts. For this reason, analogies are a powerful tool for explaining things. They reduce the key message to something that you know and have something to do with and thus reduce the fear of the topic. Technical terminology is and remains a danger to intelligibility. When a customer finds a word strange, the customer begins to doubt his intellect and moves away.
“What the hell takes so long here?” We all know this annoying feeling. If we don’t know what’s going on or why we get restless. For this reason, transparency in customer service is just as important as speed and accuracy.
Known vs. unknown waiting times. The psychology of the queues describes that uncertain waiting times – not knowing how long to wait and unfounded waiting times – not knowing for what reason – make each stay significantly more strenuous.
The illusion of work. An interesting Harvard study shows the power of working Illusion (English laboratory illusion) – Sure to meet the effort to meet customer requirements. In an experiment, participants should look for flights from two independent groups.
After entering information about the destination and date, group A was shown the typical loading bar (known waiting time). Group B participants not only saw the loading bar, but also a list of all the airlines searched.
The results were presented in the same form to both groups. While group A displayed the results immediately, group B had to wait for about 30-60 seconds. Nonetheless, Group B rated the service better! If you can understand what is causing the waiting times, you are more relaxed and satisfied.