You’ve already learned about active listening, which is a part of communicating with your customer, but other communication skills are essential as well:

• Use plain language – avoid using acronyms, colloquialisms, and technical jargon that every person does not necessarily understand.
• Summarize conversations – before proceeding with solving the problem, summarize what it is your customer wants as you understand it. This makes it plain to the customer that you either understand them or you don’t, without potentially wasting further time on a solution that will not benefit them.
• Explain – recognize when a customer doesn’t really understand what you’re saying or what service you’re offering, and be sure to explain it to them thoroughly, but simply, so they get the picture.
• Be confident – if you convey a great degree of confidence in yourself, then your customer will have confidence in you. This will help make your entire experience easier and more effective.