5 Components of Communication That Can Affect the Profits of Your Business (Just One Missing Piece Could Jeopardize Your Business). — PART 1
The word, ambassador, generally means the highest-ranking diplomat who represents their country or government and serves as its official representative. So, how does this word relate to customer service?
Customer service agents today must view and consider themselves as an official messenger and representative for the business in which they are employed. In other words, today’s customer service agent must be an “ambassador” with a mission and a strong purpose. A customer service ambassador must be able to communicate effectively with a diverse population that includes both customers and prospects. This is a skill that requires training.
In my book, “Customer Service New Rules“, I explain how effective communication is a catalyst for exceptional customer service. Both communication over the phone and face to face can be very complex. Everything we do conveys something. Whenever contact is made with a customer, communication occurs. A person’s body language and tone of voice are factors that convey more meaning than the words that they use. 70 to 90 percent of communication that is received by the listener/customer is screened out or reinterpreted.
Attitude, appearance, posture, tone of voice, and word choice are all factors that make-up a model for communication. All of these factors can contribute to the customer either having a positive or negative experience with your customer service agent.
In Part 1 of this blog, I am elaborating on two of these factors:
1. ATTITUDE. Attitude is a key element of communicating with internal and external customers. Customer service consists of 80 percent attitude and 20 percent technique. Customers expect to interact with positive, upbeat people. At the end of the day, an employee’s attitude has the potential to either make a boring job fun or a fun job boring. We are in control of our attitude. Because we are in control of our attitude, we must continually practice creating a positive inner dialogue. This especially true if you sometimes find your service to others to be a challenge.
2. APPEARANCE. We’ve all heard the saying, “You can’t judge a book by its cover.” Although this may be true, people still draw conclusions from preconceived notions about each other. Like it or not, your appearance sends a message! Your appearance subconsciously impacts and affects how you feel, thus impacting how you interact with your internal and external customers — even over the phone! Your appearance and the message it sends is critically important and needs to be appropriate for your position within the organization.
Are you following the organization’s dress code? Customers see you as the company. It does not matter if you are the receptionist, field representative or the hospital operator — you are the organization. Dress professionally for the position you hold within the organization. It will infuse motivation into your day.
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