Communication is key factor in moving from poor or mediocre service to service excellence. This is back to basics, the essence of I-AM customer model.
Let's look at it another way – when a baby wants feeding it cries however when a adult requires food he/she will ask for it. Both are communicating but in different ways to get to the same results.
Communicating effectively requires conscious effort from you. This is what allows you to make FACT an effective tool to deliver service excellence.
Communicating with customers will involve learning four key components:
- Rapport Building - Any kind of communication requires rapport. Rapport put simply is the skill to link up with another individual in a manner that creates a sense of trust and understanding. To be successful in communication involves relating to and influencing others.
- Empathy - According to Psychology Today empathy is the experience of understanding another person's condition from their perspective. You place yourself in the customer's shoes and feel what they are feeling.
- Art of questioning - In order to be successful in different aspects of your life, you need to ask questions. Without asking questions it will be extremely difficult to identify the needs and wants of a customer, especially when dealing with difficult customers. So, what does the word “question” mean? As per the dictionary it means: “A sentence or phrase used to find out information”
- Listening - The greatest challenge for all of us is that we believe hearing is the same as listening. Listening and hearing are not the same thing. To hear means: sound entering your eardrum which passes through your ear canal and is finally registered in your brain. Listening means: taking that sound you have heard and interpreting, making, meaning or sense out of it.
Service excellence is not about a transaction, it is about feeling, energy and enthusiasm.
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