Effective communication skills hold a high priority throughout the business environment. Therefore, should anyone expect these important skills being used at lower levels within the customer service enclave? Such a situation would surely result in complete mayhem, irreparable damage, and the eventual close down of that business. To avoid such a disaster then, let us examine and attempt to remedy our Speech Habits. Here are five areas, with a promise of more to follow.
Begin with a pleasant facial expression
There is nothing more daunting to a customer than to be greeted in a manner that does not say “Welcome”, but says, perhaps “Why are you here?” So smile, show some enthusiasm, then offer that warm greeting. Seriously, you may even avoid “How are you today?” especially if you’re operating out of a doctor’s office.
Speak at a conversational level
No one wants to hear you in the other areas of your office, so speak at the volume required for your customer to hear you well. However, do vary your volume and tone for emphasis at times. No one wants to listen to a monologue delivered at one, continuously boring level. So, please, inject some variety, but never, ever drop your volume at the end of sentences. Also, since it is a conversation, allow the other person to finish his or her thought before you speak again. This, apart from being great for effective communication, it is also good manners.
Take time to articulate well
Make it a habit to use your lips and tongue actively–and not lazily–as you speak, so that your speech is clear, distinct, and you are understood. In this way, you will certainly avoid repetitions of the question: “What did you say?” from your listener.
Communicate–therefore, no jargon
Jargon is the language or vocabulary used by the insiders of your business, and which may not be understood by your customer. Never risk being misunderstood. Use words with which your customer can readily identify. In this way, communication will really occur.
Choose your words well
Select the right words to communicate your message. Avoid the “bruisers”; choose the “soothers” instead. The latter contribute to a satisfying experience for both you and your customer. And then, make quite sure these three are never missing: “Please” “Thank You” and your Customer’s Name.
As promised, there will be a few more of these remedies coming your way soon. Please do not miss them. Thank you.