This is a quick summary from:
https://www.messagely.com/communication-concepts/
Majority of businesses in the same field primarily compete in providing customer service.
Below are the 9 Concepts helpful to provide customer support, and quick samples of how to implement them.
1. CONSTRUCTIVIST THEORY
You need to engage in an active dialog to understand what your customers already know, and how you can help them elaborate on that existing knowledge.
If your customer has a problem, there’s a good chance they already have the tools to fix the issue themselves. You should engage with them to understand what they know, and which information you need to give them.
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2. SIMULATION THEORY OF EMPATHY
Empathy is a very powerful process. If your customer support professionals offer empathetic service, they will also be better able to put themselves in the shoes of your customers. This endeavor will make their support more authentic and effective.
3. UNCERTAINTY REDUCTION THEORY
Customer support is all about reducing uncertainty and trying to effectively understand the motivations and behaviors of a customer. You should empower your customer support team to strengthen the three key methods and reduce uncertainty.
4. AFFECT THEORY
This theory states that “affects” can nonverbally be conveyed between people. In fact, complex “affects” can resonate and be reflected without exchanging a single word.
You should help your customer support team to understand that not all communication is verbal.
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5. SOCIAL PENETRATION THEORY
As a larger volume of more personal information is exchanged, the relationship moves through superficial layers to intimate ones.
If you want to create a lasting relationship with your customers, it’s important for your team to understand the social penetration theory.
6. SEVEN C’S OF COMMUNICATION
- ++Correct++: Communication must be free from grammatical and spelling mistakes.
- ++Complete++: All of the necessary, relevant information should be included.
- ++Concrete++: The message should leave no room for confusion.
- ++Concise++: Communication should be precise and to the point.
- ++Consideration++: The messenger should understand the mindset of the recipient.
- ++Courteous++: Messages should be respectful and polite.
- ++Clear++: Communication should always be clear and easy to understand.
7. JOHARI WINDOW MODEL
The Johari Window Model is a tool that can be used to improve self-awareness and personal development among people in a group. Through discourse, people can discover more about themselves and other people.
A big part of effective customer support is knowing when to ask for feedback from customers. Equipped with this theory, your customer support representatives will be able to categorize information and ask the right questions at the right time.
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8. INOCULATION THEORY
People’s attitudes and beliefs are often besieged by sources like peer pressure, temptations, ads, personal relationships, and more.
Expose your customer support team to the most common objections and challenges they’ll face. This tactic can help them develop stronger responses and prepare themselves for future challenges.
9. COORDINATED MANAGEMENT OF MEANING THEORY
This concept can help us properly interpret the messages of others, which results in an improved sense of harmony among social interactions.
Focus on interacting with your customers in a clear way that moves the conversation forward.