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