3. We rely only on Communication
It creates an image about you and the company as
well
Excellent communication can build positive and
long lasting relationship with the Customers or
Clients
Effective Communication PPT
4. Body language, gesture and facial expression
doesn’t play a vital role
Then????????????
Tone of Voice and Confidence plays 85% -
attitude – how you address the Client/Customer
Word Content plays 15% - the way the message is
put across to the caller with a proper accent
Effective Communication PPT
5. Listening skills plays an important role in
Communication
A good listener can accomplish more in a shorter
period of time
The conversation stays on track and even more
valuable – Customer feels respected
“Good Listeners are Good Leaders”
Effective Communication PPT
6. Rate of Speech
Tone
Choice of Words
Effective Communication PPT
7. Faster rate of speech indicates anger or
impatience
Slower rate of speech indicates fatigue and
disinterest
These indication might be misleading
The average rate of speech should be 125-150
words per minute
Effective Communication PPT
8. 85% of verbal communication happens through our
tone (attitude)
Energy portrays the Service Attitude
Confidence portrays the Care for our Customer
Customer may be frustrated, irritated or intimidated
(Customers’ emotional state)
Our tone should vary as per the Customers’ emotional
needs too
Effective Communication PPT
9. Be clear and concise
Do not repeat the sentences more than twice
(repeat it if required)
Proper sentence formation with correct tense
and grammar (makes you more confident)
As per the previous slide, sense the Customer’s
emotional state before you respond
Effective Communication PPT
10. Don’t get distracted
Don’t interrupt the Customer
Don’t finish the Customer’s sentences
Don’t assume before the Customer finishes
Effective Communication PPT
11. Many of us think “Communication Skills” means
just speaking
We think about formulating sentences well,
using eloquent words or being succinct or funny,
but we never think about neutralizing our
“Accent”
Those who do realize it are probably the
“Best Communicators”
Effective Communication PPT
