Considering that MeloTel is a top-notch provider of VoIP services, it sort of goes without saying that we know quite a lot about communication. To be more specific, we have a pretty good handle on communicating. And while we can guarantee our clients that our phone services will keep them connected all year round, we can’t speak for your ability to make a true connection with your clients.
In other words, communicating effectively is an important part of representing your business in a favourable light. It’s important to always consider the needs and concerns of your customers in order to meet them and solve their problems. An error in communication, however, can lead you down disastrous paths.
On TurboOnlineBusiness.com, Wayne Kiltz writes of the various ways that business owners can ensure that they are communicating effectively with their clients. Following these simple steps can mean the difference between growing your client base, and losing them altogether.
First and foremost, Kiltz insists that your never interrupt your customers. Especially if they are trying to explain a problem to you, you don’t want to offer solutions before you’ve heard them out fully. Be sure to confirm exactly what it is they are concerned about so that you can draw upon the appropriate solution.
Actively listen, says Kiltz. At MeloTel, we always keep in mind that it’s important to let our customers know we are here to hear them out. Sometimes people forget to simply nod or respond “I see” when someone is speaking. You don’t want to give the impression that you are disinterested or not listening at all.
Use positive statements over negative ones, continues Kiltz. At MeloTel, we often say things such as “here’s what I’m able to do for you” instead of “I’m unable to do that for you”. You may not be able to meet each and every request your customer has, but if do your best to find a solution by offering alternatives, it will help your overall impression.
“Be careful of misinterpreted words and phrases,” writes Kiltz, “Sometimes we say something with innocent intent, but the other person misinterprets it. We mean to say one thing, but our pronunciation or inflection causes us to convey something else.” For example, be careful when using the word “you” so that you don’t give your client the impression that you are being threatening or taking anything personally.
Obviously, it’s important to keep the lines of communication open with your customers. You’ll just want to be sure to not have too many miscommunications during your conversations. Sometimes a simple mispronounced word can mean the difference between a pleasant conversation and a fight! Remember, communication is key.