Importance of Effective Customer Communications

July 8, 2011

Effective communication is a term often heard in business circles and around a workplace, but surprisingly, it is a concept often ignored and put aside as not being worth the time to train in. The truth is that the most important part of customer care—from the initial sale to follow through—is effective communication and all the things that go with it.

The ability to communicate effectively, taught by Dale Carnegie Training, is a skill that’s extremely important to train your employees in. It can often mean the difference between a mediocre customer care experience and a great experience. It is the latter which can be a strong selling point for your organization when your customers tell their friends what kind of company you have.

For a good example of bad communication, think about the last time you and your significant other were arguing. Perhaps they claimed you said something that you can’t remember even thinking about. This isn’t necessarily because you said it, but rather because the information that is transmitted when we talk is usually less about the words we actually say, and more about what the other person thinks that we mean.

This does not mean that you need your customer care professionals to use more technical and industry jargon to clarify every sentence they utter. Rather, it means that they need to learn effective communication skills that will help them be better understood when talking with someone who they have only met a couple of seconds ago. A large part of this comes with learning how to listen to the customer and better understand what they mean rather than what they say.

It’s likely that customer care professionals are not the only ones dealing with the customers or potential customers. For example, sales people should also be trained in communication skills. In this case the communication that needs to occur is finding out what the customer needs, and then selling them on the best benefits in your product that will solve their problem, enhance their life, or bring them enjoyment. That way the customer feels the need to buy it, without feeling like they are being sold something they don’t want.

This can be a hard thing to do for many sales people, especially as communication is not often something that is addressed when training to become a salesperson. If done right, however, learning how to communicate will increase sales as long as the product fills a need and the buyer base is there.

This post is brought to you by the good folks at Dale Carnegie Training of Philadelphia and Allentown, providers of professional development and management development courses and information in Philadelphia and Allentown. We would love to connect with you on Facebook.

Photo credit: Stuart Miles

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