Customer is the heart of any business. Customers are like the pillar of a successful business. If the pillars are strong the building will last long. In the same way, if a strong relationship is established with the customer through effective communication the business will last long.
Communication is an art. Communication is the way, through which we can understand the need of the customer. Effective communication is the way which keeps a customer for long. This communication might be in the form of a letter, email, phone call or in person.
Effective communication skills include the understanding of the mindset; do the right talk at the right time. When we talk about Effective Communication skills one′s speaking should be clear, compelling, efficient and polite.
In customer service positivity makes a huge difference. A little change in your conversational behavior helps in creating happy customers. Language is a very important part of demonstrating, customers create perceptions about you and your company based on the conversation.
For Instance: Suppose your company′s manufacturing machine is having some defect and you are unable to supply that particular product for the next two weeks.
How Customer Executive responded:
Without positive language: "we can′t supply the product until the next two weeks; the product is unavailable at this time."
With positive language: "I have placed your order Sir and assure you it will be delivered to you as soon as possible"
Ensure that you solve the customer′s problem promptly. If one is unable to solve the problem, do transfer the customer′s problem to the concerned department promptly. Be careful while talking and make sure that your communication habits forward the actual message you want to convey. Sometimes there are chances of erring due to one′s communication habits and gestures.
More importantly, you need to be cautious about how some of your communication habits translate to customers, and it′s best to err on the side of caution whenever you find yourself questioning a situation.
Listening skills are equally important while we talk about customer service, it gives a better understanding of customer′s need. Good communication is based on listening; it is very well said to listen before speaking. Listen carefully while communicating with customers don′t only hear. Good listeners always give full attention to the customer. Listening turns into more sales.
Listen and look into the customer′s eye find out about their mood, patience level, personality, etc. all this will help one in keeping customer interactions positive.
Good listening involves practice and many techniques. Keep asking the customer questions it helps in identifying what are the needs of customers. Support the customer wherever necessary doesn′t judge. Do involve in the talk when required it boost the faith of the customer in you. Always listen to what the customer is saying instead of how he is saying. Be very judgmental about your reactions to the customer. Listen carefully do respond but without passing judgment.
Responding to the customer is the way to ensure him/her that you understand him/her by paraphrasing. Paraphrasing means to repeat speaker words in your own words.
For example, Customer said, "This iron does not heat up"
After paraphrasing, you said, "If I understand you correctly, the Iron that you purchased from us is not maintaining the temperature what you need to set. Is that correct Sir/Madam?"
With the help of this technique, you ensure that both the customer and you agree about the situation you′re discussing the same thing.
In this technical era, there is a shortage of time and because of that, there is personal communication are replaced with written communication, so it has become the need of the hour to be more careful while crafting our messages to customers.
Things to remember while communicating through writing only use simple conversational language, because it is the only way here to tell the customer about your product/service.
It′s not possible every time that customer is present in front of you. Many times you just hear their voice only on phone, nowadays you just order online in that case you can′t even hear their voice.
In that case, you need to go through the taste and preference of the customer and you need to analysis the customer′s preference and create choices for them with your personal experience. This one is the toughest skill and is most important because you don′t want to miss-read a customer and end up losing them due to confusion and misunderstanding.
Benefits of doing it:
Now such leadership development activities in the workplace help to reduce cost, improve productivity, excitement, energy, and motivation to work. That′s why leadership development is important in the workplace.
If you′re getting such problem, or want to involve your team to grow your business or you′re looking for consultancy you can contact and discuss with me.
If your team leader, manager, sellers, business development head and even peon communicate effectively with other team members, customers and partners then your success in business is 100% sure.
Communication skills play an important role in productivity, positive culture and speed of execution in the workplace. It starts with you. You′re the leader of your business, no program can help better than you.
You know better, how to treat your customer, how to care, support and guide the customer in buying journey. The only thing is that you have to do is to develop soft and people skills in your employees.
It′s ok if you don′t teach them anything else, but you must spend time to improve their communication with each other.
Today people are distracted by thousands of offline and online things. They feel angry, jealousy, tired in that time, and many produce outputs in rude behaviors.
Communication skills include many things such as
When team members communicate and listen to each other effectively they will work more and decision making becomes faster in the workplace.
Leadership programs sometimes hurt the ego and empty the fake pride of people from the mind. Leaders are strong in their communication, influence, and experiences and they transform the negative mind into positive. And when team members listen and participate in such programs, events and leadership boot camps, it makes them passionate, positive and happy, and that will reflect in their work and progress in the workplace.
Overall any kind of learning and training is education. And leadership education and training programs make people, companies, and leaders focused, enthusiastic to achieve organizational goals and happiness in life.
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