The cardinal rule about communication is that it is the Key to Success!
This means success in everything you do, from your businesses to your relationships. When you hear that communication is the key to success it sounds so simple, yet so many of us fail miserably at it. The reason for this is: you and me.
We make it difficult because sometimes we just do not listen as our minds are often wandering off to different places. Sometimes we feel too busy to communicate, or our attitudes and perceptions about something affects how we communicate. Other times, we have our reply ready even before the other person has finished their sentence. There are so many reasons why we make communication so difficult. These just scratch the surface, however, they do play a big part in hindering successful communication.
In the service industry, communication is at the core of everything. The service industry is about people and thus you are always communicating. You are constantly communicating on what, why, how and when. How you receive a client whether in person, via a phone call or email sets the stage for the entire customer interaction. Your tone, your attitude, your body language will determine the client’s satisfaction levels.
- Always be Courteous
Regardless of the situation, always be polite to the client. - Listen to what people are saying
I always tell any team I work with to listen with both their ears and their eyes. In a face-
to-face situation, focus on what the client is saying, but also look at their body language.
Someone may be saying they are satisfied with the service but their facial expression or
body language is saying something else. Whether face to face or on the phone, do not
interrupt them. Let them finish what they need to say, then speak. If necessary,
paraphrase what they have told you to make sure you understood correctly what they
have said. - Be Present
Communication is both verbal and non-verbal. As the service provider, what are you
communicating to the client? What is your body language saying? What about the tone
of your voice?
Always make sure if you are face to face with a client that your body language reflects
that you are listening. Stand upright, nod your head. Make sure your tone of voice
reflects that you are interested in what the client is saying. Make eye contact and face
them. - Be Honest in your communication
Whether communicating good or bad news, be honest. Give accurate information and
timelines. If you are experiencing a delay, be it technical or service related, let the client
know and where possible give a time-frame for when the issue will be resolved. Some
clients may get angry that there is a delay in the first place, or disappointed that
something that they wanted is not available, however, they will be angrier if you did not
tell them the truth in the first place. - Be Confident
People can read you. This means they can sense whether you are confident in your
communication or not. When you speak with confidence, you give the listeners a sense
of assurance in you and it becomes easier for them to trust you. Confidence however
comes with product knowledge. Invest in understanding your products/services well
because when you do, you can provide information easily and tackle questions or
complaints with poise and in a professional manner.
Communicating effectively is an important life skill, one that can create great customer interactions for you as well as grow you as an individual. The good news is, you can learn to be a great communicator. Take time to understand yourself, how you are communicating, identify your weak areas and start working at making the necessary changes. Here are some of OKAL’s tips to guide you in getting your communication right.
