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5 Ways To Decrease Misunderstandings And Increase Service
Communicating with your customer begins before any conversation starts. Make it easier for your customers to understand you and give them time to process information. You can decrease misunderstandings between you and your clients as well as save time, money and headaches with good service skills.
By: Allie Casey
Communicating with your customer begins before any conversation starts. Make it easier for your customers to understand you and give them time to process information. You can decrease misunderstandings between you and your clients as well as save time, money and headaches with good service skills.
By: Allie Casey
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Here are 5 questions you should consider when communicating with your customers.
1. Is your native language different than your customer's? Acknowledge it up front and take it on as your challenge-not theirs. Be lighthearted about the difference and encourage your customer to stop and ask for clarification at anytime. Speak at a moderate rate and stop periodically to check for understanding.
2. Are you giving a long or complicated set of instructions? Have a written set of instructions for your customer along with your verbal explanation. Use both verbal and visual communications. Don't assume that the instructions will be read and forgo the verbal instructions. Wouldn't it be great if doctors did this? After giving long or complex instructions, acknowledge that fact and be sure to ask specific questions. Asking, "what questions do you have about the initial set-up" allows your client to review and process the information a second time. Then review the next section and again, ask what questions they might have. Keep quiet and listen for anything they might be hesitant to ask. Refrain from asking, "are there any questions?" This is too broad and often prompts the knee-jerk--no--response. Prompt them and make it easy.
3. Are you clear about your customer's major concern? Never assume you know why a customer is choosing your services. What seems obvious to you may not be of concern to your customer. Always ask what the most important concern or challenge is before offering a solution. This is prime time to gather as much information as possible.
4. Do you fail to give basic information assuming a customer already knows? Always repeat basic information. Never assume your customer knows it or understands it, even if they are a repeat customer. Even a reminder can trigger a new thought or question from your customer. You might say, "As you know, we offer a protection plan on our products."
5. Are you communicating in the way you customer hears? Pay attention to the words your customer uses and how direct they are with you. Shift your response to they way they like to receive information. If they are direct and assertive respond in kind. These are just a few ways you can be of service and create a loyal client who enjoys doing business with you.
If you would like more tips and techniques on communicating and listening go to www.listeningskillssuccess.com and claim a FREE Listening Skills Assessment and report instantly. I'm guessing you'll find a few 'aha' moments while you're taking this short evaluation.
Allie Casey, workplace communications speaker, trainer, and coach helps business people decrease misunderstandings, increase confidence and be more productive. Let Allie bring fun, enthusiasm and experience to you next meeting. Contact Allie at www.alliecasey.com only if you want more cooperation and fewer headaches.
1. Is your native language different than your customer's? Acknowledge it up front and take it on as your challenge-not theirs. Be lighthearted about the difference and encourage your customer to stop and ask for clarification at anytime. Speak at a moderate rate and stop periodically to check for understanding.
2. Are you giving a long or complicated set of instructions? Have a written set of instructions for your customer along with your verbal explanation. Use both verbal and visual communications. Don't assume that the instructions will be read and forgo the verbal instructions. Wouldn't it be great if doctors did this? After giving long or complex instructions, acknowledge that fact and be sure to ask specific questions. Asking, "what questions do you have about the initial set-up" allows your client to review and process the information a second time. Then review the next section and again, ask what questions they might have. Keep quiet and listen for anything they might be hesitant to ask. Refrain from asking, "are there any questions?" This is too broad and often prompts the knee-jerk--no--response. Prompt them and make it easy.
3. Are you clear about your customer's major concern? Never assume you know why a customer is choosing your services. What seems obvious to you may not be of concern to your customer. Always ask what the most important concern or challenge is before offering a solution. This is prime time to gather as much information as possible.
4. Do you fail to give basic information assuming a customer already knows? Always repeat basic information. Never assume your customer knows it or understands it, even if they are a repeat customer. Even a reminder can trigger a new thought or question from your customer. You might say, "As you know, we offer a protection plan on our products."
5. Are you communicating in the way you customer hears? Pay attention to the words your customer uses and how direct they are with you. Shift your response to they way they like to receive information. If they are direct and assertive respond in kind. These are just a few ways you can be of service and create a loyal client who enjoys doing business with you.
If you would like more tips and techniques on communicating and listening go to www.listeningskillssuccess.com and claim a FREE Listening Skills Assessment and report instantly. I'm guessing you'll find a few 'aha' moments while you're taking this short evaluation.
Allie Casey, workplace communications speaker, trainer, and coach helps business people decrease misunderstandings, increase confidence and be more productive. Let Allie bring fun, enthusiasm and experience to you next meeting. Contact Allie at www.alliecasey.com only if you want more cooperation and fewer headaches.
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