Effective communication works in two ways: conveying the right message and making sure the message is appropriately received and comprehended by the other person(s). To have successful communication, you must realize how those you're interacting with might construe your message. Communicating with your customers allows you to find out how they feel about what you provide and what they require from your business; it allows you to develop relationships with your top customers.
Demonstrate understanding. Take into account your customer's thoughts and concerns. When you speak to a customer, be aware of her personality and needs as a customer.
Repeat the message often. The message to your customer will be successful when you emphasize its most important aspects. Stress important features of your services and products.
Be aware of disruptions. The most successful communication happens when you have the customer's complete attention. If you're in a public place (like your place of business), be sure to talk one on one and away from other conversations. Loud music in your business can drown out ordinary conversation, so avoid it.
Provide practical details. Give customers information that helps them understand your products and services more fully.
Listen well. Accurately listening to your patrons is as important as talking to them. Efficient listening is giving careful attention to oral and nonverbal messages. Focus on what your customer is saying and his body language.
Tips & Warnings
- Don't make hasty judgments. Allow the customer to say everything she needs before forming an opinion about what she is saying. Don't interrupt. You don't want the customer to forget what he was saying. Express sincere interest in what the customer is saying so you'll be able to assist her.
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