How to communicate effectively with your customer using face to face, telephone and written communication

2. • At the end of this training session, you should be
able to:
• Identify the key components of effective communication
• Note the do‟s and don‟ts of
• Face to face communication
• Telephone communication and
• Written communication
• Determine how to verify that your communication has
been effective.

3. • Communicating Effectively with your Customer –
• What does it entail?
• Face to Face Communication with the Customer
• Telephone Communication with the Customer
• Written Communication with the Customer
• Has Your Communication Been Effective?

4. COMMUNICATING EFFECTIVELY WITH YOUR CUSTOMER – WHAT DOES
IT ENTAIL?

5. • Communication is the art of transmitting
• information,
• ideas and
• attitudes from one person to another.
• Communication is the process of meaningful
interaction among human beings

6. • Effective Communication . . .
• It is two way.
• It involves active listening.
• It reflects the accountability of the speaker and listener.
• It utilizes feedback.
• It is clear.
• It achieves one or more of the goals of communication

7. To get and give information
To persuade
To ensure understanding
To get action
To change behaviour

8. • Because we rely on Communication for
everything
• Have you ever
• Received appreciation from your client?
• Given information to a customer or colleague?
• Received a pat at the back for excellent performance?
• Smiled back at someone in response to a smile?
• Answered a telephone call?
• Written a report or letter to your customer?
All these can only be achieved
through COMMUNICATION

9. • Communication creates an image about you and
your company as well
• Excellent communication can build positive and
long lasting relationships with customers

10. Visual
Writing Image
Body COMMUNICATE Speaking
language

11. Verbal The words we choose
Messages
Must be brief, succinct, and organized, free of jargon
and do not create resistance in the listener
Para-verbal How we say the words
Messages
It refers to the messages that we transmit through
the tone, pitch, and pacing of our voices.
Nonverbal Our body language
Messages
They are the primary way that we communicate
emotions Facial Expression Postures and Gestures

12. • Receiving messages requires
• Involves concentration • Paying attention to the • Giving full
and energy words and feelings that
physical attention
• Involves a are being expressed
psychological • Maintaining eye contact to the speaker;
connection with the with the customer • Being aware of
speaker • Body awareness the speaker's
• Includes a desire and through the use of nonverbal
willingness to try and gestures and
see things from responsive expressions messages;
another's perspective – yes, okay, that‟s right
• Requires that we etc.
suspend judgment and
Active
evaluation Non
Verbal
listening verbal

13. Rate of Faster rate of speech indicates anger or impatience
Slower rate of speech indicates fatigue and disinterest
Speec These indications might be misleading however the average
h rate of speech should be 125-150 words per minute
Tone 85% of verbal communication happens through our tone or
attitude
Energy portrays the Service Attitude
Confidence portrays the Care for our Customer
Choice Be clear and concise do not repeat the sentences more than
twice however, repeat it if required
of Ensure proper sentence formation with correct tense and
Words grammar, it makes you more confident

14. • Many of us think “ Communication” means just speaking
• We think about
• formulating sentences well,
• using eloquent words or
• being succinct or funny, but we usually never think about achieving
the goals of our communication
• Those who do realize it are probably the “most effective
communicators”

15. Barriers to communication
• Language
• Values and beliefs
• Sex/gender and age
• Economic status
• Educational level
• Physical barriers
• Attitude
• Timing
• Understanding of message
• Trust

16. FACE TO FACE COMMUNICATION WITH THE CUSTOMER

17. Most customers prefer face to
face communication because it is
the most effective.
• These three basic factors in
face-to-face communication
carry the following percentages
of impact in terms of
effectiveness:
• words 7% of
impact
• tone of voice 38% of

18. • Opens two-way communication
• Allows for immediate response to
• questions,
• misinterpretations,
• feedback, etc.
• Takes advantage of voice and body language to deepen
understanding of what is being communicated.

19. • Face to face is used:
• when you have to share or give information that
will affect the customer
• when the information being communicated needs
immediate attention
• when you have to answer questions directly and
immediately

20. • DO
• give your customer your undivided attention
• listen,
• really listen,
• give full attention
• give your customer honest, direct and
comprehensive information
• treat your customer‟s ideas and concerns as
critical and serious
• Don‟t belittle their concerns

21. • DON‟T
• tell your customer “what”,
• tell them
• “why, how, and the larger picture”
• make the conversation one-way.
• Invite responses -- discuss and debate
• answer the phone or take a call when a
customer is in your office or when talking to a
customer.
• If you really have to take the call apologize to
the customer first before you do.

22. • DON‟T
• wait too long to ask for or give feedback to your
customer, gather information immediately
• hold back bad news. Treat people as intelligent
adults, they want to hear the truth

23. 1. Make an agenda and stick to it.
• Send it out before the meeting, if possible
2. Be clear about the reasons for and goals of the meeting
3. Watch the time, do not overrun, stick to the agenda
4. Add humor, allow for laughter, have fun
• it leads to a much more productive meeting

24. • Poor Preparation
• Ignored agenda
• Poor time management
• Lack of participation
• Strong personalities
• Lack of humor and fun
• No/poor closing

25. COMMUNICATING WITH THE CUSTOMER BY TELEPHONE

26. • Think of the telephone as the office reception - the
first place the customer visits.
• Every call is a performance and you have a new audience
every performance!
• Have an objective in mind before you answer the
phone,
• ie „I want to help‟ - don‟t just answer it because its ringing.
• Speak with enthusiasm, as if speaking to a friend.
• Use inflection in your voice, lower the pitch. This conveys sincerity
and confidentiality.
• Smiling is the one type of „body language which
translates well on the phone.

27. • Ensure that you don‟t bang the receiver into anything
when picking up the call.
• Your customer will hear if that happens and may read meaning
into it
• Answer the call within as few rings as possible.
• Speak clearly, identify your company and yourself.
• Don‟t start speaking before you put the receiver to your mouth.

28. • Mind Your Manners!
• Don‟t grab a ringing phone because it shows
impatience and lack of interest in the customer.
• And other customers may be watching you…
• Don‟t bang down the receiver
• Don‟t stop in the middle of a conversation to ask a
colleague a question
• Try and stop „multi-tasking‟ whilst talking on the
telephone.
• This encourages you to find answers quickly and
ensure that you give the caller 100% attention

29. • Mind Your Manners!
• Try not to make comments about your callers to other
staff - sooner or later another customer will hear you!
• Never, ever, talk about customers in a derogatory
manner

30. • Speak clearly, try and use the customer‟s name if you
have it
• Let them „hear‟ you smile
• Provide information, especially numbers, slowly so
the customer can write it down
• Ask if there‟s anything else you can help with
• Remember these are real people even though you
can‟t see them

31. • When you don‟t know the answer…
• Never say you don‟t know
• Be Honest and say „I don‟t know but I‟ll try and find out”
• Ask if you may put the caller on hold or take his number and
promise to call him back
• When an absent colleague will know the
answer...
• Always keep the customer informed as regards what you are
doing
• Explain how you are going to find out the information - if
necessary, tell the customer when you will call him back
• Never use negative language ie „um, er, I haven‟t a clue‟, „that‟s
not my job
• People are usually patient about waiting for an answer if they

32. • Answering Two Calls
• If you are on a long call and another line/two lines are ringing...
• If another line rings persistently
• See if another colleague can answer the call
• Ask the person you are speaking to if they mind if you answer the
other telephone
• Politely explain to the second caller that you are busy with another
customer - take their details and promise to call them back as soon as
possible
• Go straight back to first caller
• Apologise for the interruption
• Thank him/her for their patience
• Continue with the enquiry
• REMEMBER to call back the second customer and apologise for the
delay

33. • Vary your tone – it makes it more pleasant to listen to you
and you don‟t sound monotonous.
• Emphasize important words
• Use the „dramatic‟ pause – ie. pause after important
points.
• This will stimulate attention and the customer will pay closer
attention.

34. • Acknowledge the person‟s feelings and apologise –
• „I‟m sorry that happened‟
• Sympathise - „I understand how you feel‟
• Accept 100% responsibility for the call
• Prepare to help - „I‟ll try and help‟ - present a willing
attitude.
• Listen, jot down information, try not to interrupt.
• Remain calm
• Remember the customer isn‟t angry with you!
• Don‟t take their hostility personal

35. • Summarise
• State what action you are taking
• Use customer‟s name if you have it
• Ask if there‟s anything else you can do
• Say thank you
• Say good-bye
• Try and let the customer hang up first

36. WRITTEN COMMUNICATION WITH THE CUSTOMER

37. • Reports
• Letters
• Newsletters
• Handwritten notes

38. • Creates a permanent record
• Allows you to store information for future reference
• Easily distributed
• All recipients receive the same information
• Necessary for legal and binding documentation

39. • May seem extremely formal
• Must be well written, straightforward and
concise
• Written communications are usually not read
right away

40. • DO -- realize it is not read as soon as it is
received
• DO -- make sure that there is enough time to
prepare and send, and for the recipient to receive
and digest
• DO -- assess writing skills, if poor -- get help

41. • DO -- outline key points before producing a
draft
• DO -- always draft a written piece and then
reduce all unnecessary language -- be brief
• DO -- proof-read very carefully before any
document is distributed

42. • DON‟T -- use this form of communication if
writing is full of errors -- this reflects poorly on the
writer
• DON‟T -- use if communication is time sensitive.
If immediate feedback is necessary -- use email

43. HAS YOUR COMMUNICATION BEEN EFFECTIVE?

44. In most forms of communication,
confusion & frustration are
caused by failing to be specific
…..
Make it clear, brief and
concise…..

45. • Ask questions
• Use pauses
• Spell out difficult words
• Don‟t speak too quickly or use idioms
• Summarise the information given at the end of the
conversation

46. • Concentrate and avoid listening to other
conversations at the desk
• Acknowledge other waiting customers
• Hold your tongue - don‟t ASSUME you know what the
customer wants or jump to conclusions
• Don‟t interrupt.
• Ask questions and use conversation cues -
• „Yes‟, „I see‟, „I understand‟.