5 Components of Communication That Can Affect the Profits of Your Business (Just One Missing Piece Could Jeopardize Your Business). — PART 2

February 15, 2012 at 7:18 pm Leave a comment

In Part 1 of this blog and in my book, “Customer Service New Rules”, I explain the importance of communicating like an ambassador and being exceptional with your customer service. In Part 1 of this blog, I also explain how attitude and appearance are components of communication that can affect the success of your business.

In Part 2, I will discuss how posture, tone of voice and word choice are also components that affect your business.

POSTURE. A professional image creates a lasting impression on your customers, and big part contributor to that image comes from physical posture. Your customers will subconsciously draw a relationship between the posture you hold and how you feel about yourself. People with postures associated with positive emotions are more likely to invoke happy memories than those whose body language represents anger or sadness.

Improving your posture, such as holding your chin up and throwing your shoulders back, can actually help you feel better about yourself and elevate your internal mood. Employees can use this principle to adopt a positive stance during presentations or when engaged with customers.

Try it! Ask your employees to make a conscious decision on what kind of positive attitude they wish to hold toward a specific situation. As the employee adjusts their posture to fit their emotive stance, their mind will produce the feelings consistent with that which their posture implies. Everyone will quickly notice the impact.

TONE OF VOICE. Our inflection and the tone of voice that we use can communicate volumes to customers. We control our tone with the speed, direction, rhythm, pitch, smoothness, emphasis and tempo in which we choose to speak. From our tone of voice, customers can surmise if we are hurried, confident, angry, annoyed and much more. A key component to delivering exceptional customer service involves using a professional and sincere tone of voice. When customers hear your tone of voice on the other end of the line, they imagine the person behind the voice. If they like what they hear, chances are they will perceive you as knowledgeable and confident. If they don’t like your tone of voice, it makes them want to disconnect or speak to a supervisor. Your voice is a strong asset for helping customers to trust you.

WORD CHOICE. Another important component of communication is word choice. Customer service agents must remember a few guidelines about the words they choose to speak to customers.

One rule of exceptional customer service is that there are some things that must never be said to customers. When communicating with the customer, it is imperative to avoid saying, “I don’t know.” Customers want and expect you to know.

Another one of the biggest no-no’s is the word, no. Research has repeatedly shown that customers don’t want to hear the word, no, even when “no” is the accurate response. No customer wants to hear what they cannot have.

In addition to avoiding certain words, agents must always strive to state a positive before the negative when interacting with customers. Tell the customer in a positive way what you can do, not what you cannot do. I call this practice “reframing”. Dealing with customers in this manner will turn someone who is disappointed in your product or service into a cheerleader for your company. Of course, what you do is more important than what you say. But whether it’s good news, bad news, or simply passing on information, your choice of words will have a significant effect on the way the customer hears what you’re saying, and consequently the way they feel and react.

Lastly, when focusing on word choices, remember to keep it simple. Do not overwhelm the customer with too much information or confusing industry jargon, technical terms and acronyms.

Four Points to Remember:

  • Customer service is 80 percent attitude and 20 percent technique. It is very important to the success of a company that every single employee is focused on maintaining a positive attitude.
  • Never say “I don’t know” or “no” to a customer. If they ask you a question to which you do not know the answer, first say what you do know, such as, “I know that John will be able to answer that question for you. May I transfer your call to John?” You must always find a way around saying “no” right away in the conversation. If a customer asks for something that you cannot do, start by saying what you can do.
  • Asking effective questions improves the communication process. Empower your customer so that they ask for the help they need. Help them to help you believe in exceptional service.
  • Having a positive posture plays a role in effective communication. So long as you are positive and friendly, you will have customers who are loyal to you and your company.

Subscribe to this blog to automatically receive future updates. Or, pick up a copy of my book, “Customer Service New Rules,” for a more in-depth perspective on customer service

Visit my Web site, Global Learning Partners, Inc., for more information on how I can help your business!


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5 Components of Communication That Can Affect the Profits of Your Business (Just One Missing Piece Could Jeopardize Your Business). — PART 1 To Increase Success, Tear Down Your Silos!

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“The customer is not always right. However, there is always a right way to treat the customer.” -- Sophia Brooks

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