The Importance of Communication in Customer Service

If Sales are the heartbeat of a business, then Customer Service is the heartbeat that keeps those Sales coming.

Communication is really important if you want to offer excellent customer service. But what is communication?


According to the Collins Concise Dictionary the definition of communication is as follows:

“The imparting or exchange of information, ideas, or feelings”


In order to communicate effectively you need to listen carefully and respond accordingly. You need to apply the 2.1 listening ratio which means listening twice as much as speak.

Here are some tips to help you listen to your customers more effectively:

  • Limit your own talking
  • Think like the customer
  • Do not interrupt
  • Concentrate
  • Do not jump to conclusions

The success of your business will depend on your ability to retain your existing clients. Effective communication will help you to stop leaking customers and enable you to grow your business.

“Learn to listen. Opportunity could be knocking at your door very softly”

If you would like help improving your customer service or sales team then please call me Gary Morgan on 020 8337 5937 or send an email with your telephone number to