At the end of this training session, you should be

able to:
Identify the key components of effective communication
Note the dos and donts of
Face to face communication
Telephone communication and
Written communication
Determine how to verify that your communication has
been effective.


Communicating Effectively with your Customer
What does it entail?
Face to Face Communication with the Customer
Telephone Communication with the Customer
Written Communication with the Customer
Has Your Communication Been Effective?

COMMUNICATING EFFECTIVELY WITH YOUR CUSTOMER WHAT DOES
IT ENTAIL?
Communication is the art of transmitting
information,
ideas and
attitudes from one person to another.

Communication is the process of meaningful
interaction among human beings
Effective Communication . . .
It is two way.
It involves active listening.
It reflects the accountability of the speaker and listener.
It utilizes feedback.
It is clear.
It achieves one or more of the goals of communication

To get and give information
To persuade
To ensure understanding
To get action
To change behaviour
Because we rely on Communication for
everything
Have you ever
Received appreciation from your client?
Given information to a customer or colleague?
Received a pat at the back for excellent performance?
Smiled back at someone in response to a smile?
Answered a telephone call?
Written a report or letter to your customer?

All these can only be achieved
through COMMUNICATION
Communication creates an image about you and
your company as well
Excellent communication can build positive and
long lasting relationships with customers



COMMUNICATE
Body
language
Writing
Visual
Image
Speaking
Verbal
Messages
The words we choose
Must be brief, succinct, and organized, free of jargon
and do not create resistance in the listener
Para-verbal
Messages
How we say the words
It refers to the messages that we transmit through
the tone, pitch, and pacing of our voices.
Nonverbal
Messages
Our body language
They are the primary way that we communicate
emotions Facial Expression Postures and Gestures
Receiving messages requires
Involves concentration
and energy
Involves a
psychological
connection with the
speaker
Includes a desire and
willingness to try and
see things from
another's perspective
Requires that we
suspend judgment and
evaluation
Active
listening
Paying attention to the
words and feelings that
are being expressed
Maintaining eye contact
with the customer
Body awareness
through the use of
gestures and
responsive expressions
yes, okay, thats right
etc.
Verbal
Giving full
physical attention
to the speaker;
Being aware of
the speaker's
nonverbal
messages;
Non
verbal
Rate of
Speec
h
Faster rate of speech indicates anger or impatience
Slower rate of speech indicates fatigue and disinterest
These indications might be misleading however the average
rate of speech should be 125-150 words per minute
Tone
85% of verbal communication happens through our tone or
attitude
Energy portrays the Service Attitude
Confidence portrays the Care for our Customer
Choice
of
Words
Be clear and concise do not repeat the sentences more than
twice however, repeat it if required
Ensure proper sentence formation with correct tense and
grammar, it makes you more confident
Many of us think Communication means just speaking
We think about
formulating sentences well,
using eloquent words or
being succinct or funny, but we usually never think about achieving
the goals of our communication

Those who do realize it are probably the most effective
communicators
Barriers to communication
Language
Values and beliefs
Sex/gender and age
Economic status
Educational level
Physical barriers
Attitude
Timing
Understanding of message
Trust


FACE TO FACE COMMUNICATION WITH THE CUSTOMER
Most customers prefer face to
face communication because it is
the most effective.

These three basic factors in
face-to-face communication
carry the following percentages
of impact in terms of
effectiveness:

words 7% of
impact
tone of voice 38% of
impact
body language 55% of
impact

Opens two-way communication
Allows for immediate response to
questions,
misinterpretations,
feedback, etc.
Takes advantage of voice and body language to deepen
understanding of what is being communicated.


Face to face is used:
when you have to share or give information that
will affect the customer
when the information being communicated needs
immediate attention
when you have to answer questions directly and
immediately
DO
give your customer your undivided attention
listen,
really listen,
give full attention
give your customer honest, direct and
comprehensive information
treat your customers ideas and concerns as
critical and serious
Dont belittle their concerns
DONT
tell your customer what,
tell them
why, how, and the larger picture
make the conversation one-way.
Invite responses -- discuss and debate
answer the phone or take a call when a
customer is in your office or when talking to a
customer.
If you really have to take the call apologize to
the customer first before you do.

DONT
wait too long to ask for or give feedback to your
customer, gather information immediately

hold back bad news. Treat people as intelligent
adults, they want to hear the truth
1. Make an agenda and stick to it.
Send it out before the meeting, if possible
2. Be clear about the reasons for and goals of the meeting
3. Watch the time, do not overrun, stick to the agenda
4. Add humor, allow for laughter, have fun
it leads to a much more productive meeting


Poor Preparation
Ignored agenda
Poor time management
Lack of participation
Strong personalities
Lack of humor and fun
No/poor closing
COMMUNICATING WITH THE CUSTOMER BY TELEPHONE
Think of the telephone as the office reception - the
first place the customer visits.
Every call is a performance and you have a new audience
every performance!
Have an objective in mind before you answer the
phone,
ie I want to help - dont just answer it because its ringing.
Speak with enthusiasm, as if speaking to a friend.
Use inflection in your voice, lower the pitch. This conveys sincerity
and confidentiality.
Smiling is the one type of body language which
translates well on the phone.
Ensure that you dont bang the receiver into anything
when picking up the call.
Your customer will hear if that happens and may read meaning
into it
Answer the call within as few rings as possible.
Speak clearly, identify your company and yourself.
Dont start speaking before you put the receiver to your mouth.
Mind Your Manners!
Dont grab a ringing phone because it shows
impatience and lack of interest in the customer.
And other customers may be watching you
Dont bang down the receiver
Dont stop in the middle of a conversation to ask a
colleague a question
Try and stop multi-tasking whilst talking on the
telephone.
This encourages you to find answers quickly and
ensure that you give the caller 100% attention

Mind Your Manners!
Try not to make comments about your callers to other
staff - sooner or later another customer will hear you!

Never, ever, talk about customers in a derogatory
manner
Speak clearly, try and use the customers name if you
have it
Let them hear you smile
Provide information, especially numbers, slowly so
the customer can write it down
Ask if theres anything else you can help with
Remember these are real people even though you
cant see them

When you dont know the answer
Never say you dont know
Be Honest and say I dont know but Ill try and find out
Ask if you may put the caller on hold or take his number and
promise to call him back
When an absent colleague will know the
answer...
Always keep the customer informed as regards what you are
doing
Explain how you are going to find out the information - if
necessary, tell the customer when you will call him back
Never use negative language ie um, er, I havent a clue, thats
not my job
People are usually patient about waiting for an answer if they
know it will be the RIGHT answer

Answering Two Calls
If you are on a long call and another line/two lines are ringing...

If another line rings persistently
See if another colleague can answer the call
Ask the person you are speaking to if they mind if you answer the
other telephone
Politely explain to the second caller that you are busy with another
customer - take their details and promise to call them back as soon as
possible
Go straight back to first caller
Apologise for the interruption
Thank him/her for their patience
Continue with the enquiry
REMEMBER to call back the second customer and apologise for the
delay


Vary your tone it makes it more pleasant to listen to you
and you dont sound monotonous.
Emphasize important words
Use the dramatic pause ie. pause after important
points.
This will stimulate attention and the customer will pay closer
attention.

Acknowledge the persons feelings and apologise
Im sorry that happened
Sympathise - I understand how you feel
Accept 100% responsibility for the call
Prepare to help - Ill try and help - present a willing
attitude.
Listen, jot down information, try not to interrupt.
Remain calm

Remember the customer isnt angry with you!
Dont take their hostility personal

Summarise
State what action you are taking
Use customers name if you have it
Ask if theres anything else you can do
Say thank you
Say good-bye
Try and let the customer hang up first
WRITTEN COMMUNICATION WITH THE CUSTOMER
Reports
Letters
Newsletters
Handwritten notes
Creates a permanent record
Allows you to store information for future reference
Easily distributed
All recipients receive the same information
Necessary for legal and binding documentation

May seem extremely formal
Must be well written, straightforward and
concise
Written communications are usually not read
right away

DO -- realize it is not read as soon as it is
received
DO -- make sure that there is enough time to
prepare and send, and for the recipient to receive
and digest
DO -- assess writing skills, if poor -- get help
DO -- outline key points before producing a
draft
DO -- always draft a written piece and then
reduce all unnecessary language -- be brief
DO -- proof-read very carefully before any
document is distributed
DONT -- use this form of communication if
writing is full of errors -- this reflects poorly on the
writer

DONT -- use if communication is time sensitive.
If immediate feedback is necessary -- use email
HAS YOUR COMMUNICATION BEEN EFFECTIVE?
In most forms of communication,
confusion & frustration are
caused by failing to be specific
..

Make it clear, brief and
concise..
Ask questions
Use pauses
Spell out difficult words
Dont speak too quickly or use idioms
Summarise the information given at the end of the
conversation




Concentrate and avoid listening to other
conversations at the desk
Acknowledge other waiting customers
Hold your tongue - dont ASSUME you know what the
customer wants or jump to conclusions
Dont interrupt.
Ask questions and use conversation cues -
Yes, I see, I understand.