When call center managers look for the right candidates to deliver their customer service, they often look at their technical skills. Fluency in a language and familiarity with different platforms are some of their main considerations. But they often forget to evaluate the agent’s communication style.
The way a brand representative interacts with customers has significant impacts on personalization. When consumers talk to call center agents, they expect the kind of service that’s being delivered solely for them. Brands, therefore, must satisfy not just the needs of their target market but also their individual preferences.
This makes an agent’s communication style an important ingredient of good customer service. To help you understand this further, we listed below the four major communication styles and their impacts on the customer experience.
Have you ever talked to someone who always seems to be interested in specific details? These people hate vague descriptions and have little patience for emotional talks.
Most likely, they’re analytical communicators. Call center agents who adopt this style focus on the problem at hand and apply a logical method to identify the root cause. This makes them efficient problem solvers.
The downside, however, is that they may appear cold or uninvolved. Often, this approach leaves customers with a negative impression, making them think that the agent isn’t really interested in helping them.
In contrast, intuitive communicators focus on the big picture. They don’t get distracted by details and this makes the communication process straightforward.
Agents like this have a knack for solving problems swiftly. However, they’re not going to be that effective in cases wherein even the smallest details are crucial. In such situations, they can lose their patience easily.
Functional communicators love talking about processes. They almost never miss any detail, as they focus on timelines and step-by-step procedures. In a way, they have the traits of both the analytical and intuitive communicator. When you put these two together, what you have is the almost-ideal call center agent.
However, they may lack the ability to laymanize complex concepts or to explain processes succinctly. This can either annoy or bore your customers.
The personal communicator values emotional language, empathy, and understanding. They listen well and are extremely sensitive to what others feel. An agent with these attributes can appease frustrated customers and resolve conflicts in a very diplomatic way.
But as with the other communication styles, there are also cons. One is, they’re too focused on emotions and don’t value details, and this can get in the way of problem resolution.
The verdict? Call center agents must be trained to deal with different types of callers and problems. They must be able to use communication as a tool for personalizing the customer experience and solving customers’ issues.