As a CIO, IT manager, or MSP/TSP owner, you understand how vital it is for your IT customer service team to communicate effectively with customers and teammates. Interpersonal skills are central to every person-to-person interaction. Whether interacting professionally or personally, interpersonal communication skills provide the opportunity to eliminate hurtful communication and build trust that will improve future interactions as well.
Effective communication is particularly important in workplace interactions where the stakes are high with clients and colleagues. In this post, you’ll learn what interpersonal communication is and why it’s important to IT customer service.
What Is Interpersonal Communication?
Interpersonal communication involves every act of conveying messages to another person. This is done through verbal communication, nonverbal signals, written correspondence, or vocal tone. Interpersonal communication extends beyond the simple exchange of information. It also includes thoughts, feelings, and ideas.
We’ve all been on the receiving end of a conversation where someone’s words and facial expressions don’t seem to align. For IT customer service teams, it’s important that styles of communication put customers at ease and gain their trust. Whether intended or not, even extreme introverts risk sending an inconsistent message without an awareness of how certain words or body language are perceived.
To communicate effectively, you and each member of your team must understand all aspects of interpersonal interactions – including word choice, body language, and other nonverbal communication.
Interpersonal Communication and IT Customer Service
Interpersonal communication skills can be used effectively to improve your ability to communicate with others. Communication experts point out they can also be used to improve your technical skills so that you can work more efficiently with coworkers, customers, and superiors. In addition, these skills can be used to develop your leadership capabilities so that you can lead others more effectively.
There are many ways interactions can go sideways. Language barriers make communication difficult. Interpersonal barriers like unintended nonverbal messaging or a lack of awareness of body language or social cues make interactions awkward. Asynchronous communication like email means there is no immediate or face-to-face feedback so individuals have to discern a message without the benefit of tone found in verbal communication.
While these challenges are frustrating in personal relationships, the consequences can be severe in the workplace. And since IT professionals work with customers, colleagues, and staff at every level of an organization, they need to master this essential skill to ensure the proper outcomes of communication.
Customer Service Skills for IT Professionals
Help your team improve their interpersonal communication skills with Compassionate Geek’s online customer service training for IT professionals. Your team members will learn how to use verbal communication, nonverbal communication, listening skills, and other skills to enhance their performance in the workplace. Enroll your team today!
Next Level IT Customer Service Training
Enroll your team now in Compassionate Geek IT online customer service training so they can work together, get things done, and take care of customers.