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You’re a customer retention professional. How can you improve your communication skills?

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As a customer retention professional, you know how important it is to communicate effectively with your clients. You want to build trust, loyalty, and satisfaction, while also resolving issues and preventing churn. But how can you improve your communication skills and take your career to the next level? Here are some tips to help you.

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Aarthi Jenny

Project Manager at SoftClouds | Certified PMI - RMP | Certified Scrum Master | Certified Lead Safe Agilist 6
Vivian Folsom

Experienced leader in inside sales and customer success. Skilled in building strong relationships and delivering…
Vani Mattha

Sr. Manager - Global Business Development - CDMO& CMO of Intermediates/KSMs/NCEs/Specialty chemicals &…

1 Listen actively

Listening is more than just hearing what your clients say. It's also about understanding their needs, emotions, and expectations. Active listening involves paying attention, asking open-ended questions, reflecting back what you hear, and summarizing the main points. By listening actively, you can show your clients that you care, respect, and value them, as well as identify opportunities to improve your service and offer solutions.

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Aarthi Jenny

Project Manager at SoftClouds | Certified PMI - RMP | Certified Scrum Master | Certified Lead Safe Agilist 6
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Listen carefully to customer’s pain points Gather the pain points Discuss with team find out common solutions Ensure solutions are meeting the end goals and meeting the customer’s expectations mainly

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Vivian Folsom

Experienced leader in inside sales and customer success. Skilled in building strong relationships and delivering results.
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Active listening is not as plain as it sounds. I like to be conscious of what I say when a customer is telling me about their usage or adoption/any issue. Try not to say affirmations like "yes, uh-huh, i understand" etc. Instead take notes, respond thoughtfully. Research shows even a "yes" each time they make a point leads to less listening and digesting. You want the customer to know they felt heard and not just assume it. This helps build deeper relationships and trust with your customers so they come to you before issues come up for things like advice on product adoption etc. It can be wonderful to really listen to customers and mutually beneficial

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Vani Mattha

Sr. Manager - Global Business Development - CDMO& CMO of Intermediates/KSMs/NCEs/Specialty chemicals & Electronic/Semiconductor materials
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Active listening is a communication technique that involves fully concentrating, understanding, responding, and remembering what is being said by another person. It goes beyond simply hearing the words spoken and instead focuses on grasping the underlying meaning, emotions, and intentions conveyed. Active listening promotes effective communication, builds rapport, fosters trust, and enhances mutual understanding between individuals.

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Karina Cruz

Melhoria contínua | CX | IA | LSS Black belt | CRM I Métodos ágeis I DEMAIC I Cliente no centro | CX l Scrum | VoC I Designer comportamental
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Realizar a sondagem para entender o motivo que levou o cliente ao cancelamento, atuar nestes apontamento, trabalhar as obje??es. Realizar a oferta ideal é finalizar a negocia??o.

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Jaouid Bourquia

LinkedIn Top Team Leadership Development - Strategy and Technology -Executive in Technology and Perpetual Seeker of Wisdom.?? +80 x Top Voice badges
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In addition to the mentioned strategies, it's important to regularly solicit feedback from customers and colleagues on your communication style and effectiveness, allowing you to identify areas for improvement and tailor your approach accordingly. For example, sending out customer satisfaction surveys after interactions or requesting input from team members during regular feedback sessions can provide valuable insights into how your communication skills can be further refined to better serve the needs of customers and enhance team collaboration.

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2 Use positive language

The words you use can have a big impact on how your clients feel and respond to you. Positive language is a way of expressing yourself in a constructive, optimistic, and respectful manner. It can help you avoid misunderstandings, conflicts, and negative emotions, while also creating a more pleasant and productive interaction. For example, instead of saying "We can't do that", you can say "What we can do is...". Or instead of saying "You have to...", you can say "I suggest you...".

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Jabal Parikh

Ex Regional Training Head | Learning Plans, Design, Presentations, Facilitations, Learning to Result drive,Sales Enablements, KPI Support, Multichannel Training, TNI, TNA, TTT
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Make Sure customers understand that you are calling/ meeting for service,value addition and better utility for the investment/ payment already done. Allow customers to speak through close ended questions. Provide immediate solution and take feedback. In case of any service to be provided arrange required visit with specific issue to be resolved.

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3 Adapt to different situations

Every client is different, and so is every situation. You need to be able to adapt your communication style and approach according to the context, the channel, the goal, and the personality of your client. For example, if you're dealing with an angry or frustrated client, you might want to use more empathy, patience, and reassurance. If you're dealing with a busy or distracted client, you might want to use more clarity, brevity, and urgency. If you're dealing with a loyal or satisfied client, you might want to use more appreciation, recognition, and upselling.

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4 Give and receive feedback

Feedback is essential for learning, improving, and growing as a customer retention professional. You need to be able to give feedback to your clients in a way that is honest, helpful, and respectful, while also receiving feedback from them in a way that is open, curious, and grateful. Giving feedback can help you reinforce positive behaviors, correct negative behaviors, and suggest areas of improvement. Receiving feedback can help you understand your strengths, weaknesses, and opportunities for development.

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5 Keep learning

Communication is a skill that can always be improved and refined. You should never stop learning and practicing your communication skills, as they can make a difference in your career and your relationships with your clients. You can learn from various sources, such as books, courses, podcasts, blogs, mentors, peers, and your own experiences. You can also seek feedback, measure your results, and set goals for yourself. By keeping learning, you can stay updated, motivated, and confident as a customer retention professional.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You’re a customer retention professional. How can you improve your communication skills?

1

2

3

4

5

6

1 Listen actively

2 Use positive language

3 Adapt to different situations

4 Give and receive feedback

5 Keep learning

6 Here’s what else to consider

Customer Retention

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You’re a customer retention professional. How can you improve your communication skills?

1

2

3

4

5

6

1 Listen actively

2 Use positive language

3 Adapt to different situations

4 Give and receive feedback

5 Keep learning

6 Here’s what else to consider

Customer Retention

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感谢您的反馈

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