Effective Communication

Excellent Service through Excellent Communication

CUSTOMER SERVICE EFFECTIVE COMMUNICATION

At Simbisa, we pride ourselves as being the best in providing exceptional Customer Service. • As our Customer Service rep, we expect you to live upto that promise by communicating with our customers in a cordial, ammicable manner.

Communicating with Customers • It is extremely important that you develop the best communication skills possible with your customers. • Some of these skills include speaking clearly, effectively, efficiently, and politely. • You also need to employ empathetic listening in your customer service setting. Excellent communication skills are therefore important because communicating in this way shows customers that you understand what they actually mean instead of what they are simply saying.

Speaking Clearly and Effectively • Speaking clearly and effectively with your customers is an extremely important skill. • You should be able to explain procedures, policies, and other aspects of your company to your customers so they walk away without any questions. • Clear and effective speaking also gives the customer a good impression of you as well as your company. • Customers do not want to speak with someone who mumbles or cannot articulate points clearly. • Lastly, speaking effectively leaves no room for error. Both you and the customer need to have a solid understanding of the issue that you are fixing for them. • This sort of understanding will lead to a long lasting relationship with the customer.

Speaking Efficiently and Politely • Customers want their questions answered as quickly as possible and in a polite manner and doing this shows that your company appreciates their business. • Speaking efficiently shows that you are knowledgeable on the topic or problem you are speaking to the customer about. It is all about getting right to the point instead of going off on a different subject. • As mentioned earlier, customers want their answer fast and they do not like being kept waiting. • Speaking politely to your customers is extremely important, as this is a sign of respect and a reflection of the company and its reputation.

Employing Empathetic Listening • Empathetic listening should also be integrated into every customer service situation, it shows the customer that you are listening and understanding what they are saying to you. • You put yourself in the customer's shoes and make it a judgment-free zone so they feel comfortable talking with you. • It is important to make sure you are maintaining eye contact, nodding when appropriate, and apologizing where there is need. • The goal of empathetic listening is to have the customer know that you understand exactly what their problem is and that you have a clear understanding of what happened. • The customer should feel that you are just as upset as them about the issue at hand and that you will do everything you can to correct it.

Think of a time when you had to deal with a rude employee in a grocery store... It doesn't exactly make you want to return to that place of business again and it is because of that reason that you need to be courteous when talking to your customers. That is why every customer facing associate needs to know and master the six steps to effective communication.

Six Steps to Effective Communication 1. Saying What You Mean and Meaning What You Say. 2. What You Don’t Say; Non-Verbal Communication. 3. Putting Words Together: Grammar Usage. 4. Asking the Correct Questions and answering the Questions Correctly. 5. When the Customers Says “No”. 6. Listening Actively.

Step 1: SAYING WHAT YOU MEAN AND MEANING WHAT YOU SAY “The message has to get across the way you mean it ; otherwise you may not get a second chance. “ HOW TO DO IT? •Choose the right words. •Make sure the voice tone fits the message. •Adding welcome words. •Keeping business conversation professional.

Step 1: SAYING WHAT YOU MEAN AND MEANING WHAT YOU SAY Choose the Right Words • Choose the words that will be understandable to the customer. • Opt for easy and familiar words when communicating, especially if the customer is not so familiar with the company or product. Make sure your voice tone fits the message your sending • How you say something is more important than what you say. • Pay attention to your listener’s nonverbal cues to make sure your tone fits you customer.

Step 1: SAYING WHAT YOU MEAN AND MEANING WHAT YOU SAY Add welcome words to your vocabulary. • Using words that sound positive and confident projects a positive and confident attitude. • “Yes, I’ll be happy to!”, “Sure, I can!”, “Absolutely!” Keep business conversations professional • Draw the line between being professional and getting personal.

Step 2: WHAT YOU DON’T SAY : NON-VERBAL COMMUNICATION How you say something is more important than the words you choose, but what you do when you convey a message is also important . STEPS TO IMPROVE NON-VERBAL COMMUNICATION Smile often. Make eye contact. Maintain good posture. Keep your energy level steady.

Step 2: WHAT YOU DON’T SAY : NON-VERBAL COMMUNICATION Smile often A great customer experience consists of small details and one of the most important is the smile. This simple action can have a dramatic impact on the way you relate to a customer and the impression that this will give about your brand It helps build a good first impression of your business; a customer will always prefer to do business with someone who is happy.

Step 2: WHAT YOU DON’T SAY : NON-VERBAL COMMUNICATION Make eye contact Making eye contact triggers customers to expect conversation, so they switch on and listen to what you have to say. When you make an effort to maintain eye contact with customers throughout an interaction, it sends a constant message to customers that you are paying attention and are 100% focused on finding a solution to their needs. Did you know that a customer will naturally follow your gaze to see where your attention is focused? That means, if your gaze is focused on stacking products, looking at a colleague or glancing at the cash register screen, a customer will get the impression you’re simply not interested in what they have to say.

Step 2: WHAT YOU DON’T SAY : NON-VERBAL COMMUNICATION Maintaining a good posture When dealing with a customer always stand up straight, shoulders up and avoid leaning on objects. A bad posture creates the impression that you are either bored or tired hence the need to maintain a good posture. Keep your energy level steady It is also important to have the correct amount of energy when communicating with a customer. Energy must not be too low as the customer will struggle to even hear what you are saying but it must not be too much that the customer is not even given an opportunity to answer back.

Step 3: PUTTING WORDS TOGETHER : GRAMMAR USAGE HOW TO PROPERLY COMMUNICATE WITH CUSTOMERS: Reflect your company’s personality. Speak clearly. Use everyday language, avoid using jargon, company terms and technical language. • Proper grammar is critical to effective communication. When you use proper grammar, it is easier to send the right message.

Step 3: PUTTING WORDS TOGETHER : GRAMMAR USAGE Reflect your company’s personality At Simbisa we care about our customers and they have to see that through the way you communicate with them. Speak Clearly You should not mumble through sentences, the way you speak should be loud and clear. Use Everyday Language and avoid using jargon company terms and technical language. Do not use technical terms that the customer does not understand such as, ‘’we are about to Z the shift’’. Rather use every day language the customer can easily understand.

"The key is when a customer walks away, thinking, 'Wow, I love doing business with them, and I want to tell others about the experience.'" - Shep Hyken - Connor J. Wilson

Effective Communication