One of the biggest issues with businesses today is poor customer service. This problem is often caused by lack of communication or miscommunication. To avoid these situations, you must work to train your employees on how to communicate with the people they must interact with.
Communication with Co-workers
As a business owner, you need to establish certain procedures for how your employees communicate with each other. This includes timelines for emailed responses or following up on out-of-office replies. These procedures should be provided all new employees and reviewed periodically.
If an employee has a problem communicating with a co-worker because of personality difference or other issues, you must address these situations. In some cases, a business communication coach may help if the problem is with a language barrier. In other instances, it is simply a matter of two people who canât get along. You must either help them overcome this problem or find another solution to keep the department or company running efficiently.
Communication with Customers
Not everyone knows how to communicate with customers, even when it seems like âcommon-senseâ situations. Donât assume your employees know the right answer in any situation. Instead, train them on your expectations and supervise them to ensure they are following guidelines.
If language or accents are a problem, you may need to hire a business accent coach to work with staff. They can help them learn how to enunciate clearly so they can be understood.
One method of training staff on customer interaction is role play. You can have one person pretend to be a customer and another one enact the part of the employee. This is often a fun method of teaching serious truths. Everyone likes the chance to be the difficult customer, but it provides the opportunity to help employees figure out solutions to the various situations they face in their jobs.
Reward Staff for Good Communication
When you reward your staff for exceptional performance based on good communication, you reinforce positive behaviors. This also sets clear guidelines for what is expected from everyone. Many telecommunications companies provide rewards for best overall customer service or for the most issues resolved.
Give out prizes for the person who gets the most positive feedback from customers or provide a gift card anytime a customer fills out a survey with five stars. These are all methods in use for real companies. The key is to find a process that works for your organization.
At the same time, you must provide information to help your staff provide good communication to those they work with. Annual evaluations are a great time to discuss any issues and get feedback from your employees.
You will also find seminars or business coaches who hold conferences and classes with companies. It may be wise to invest in these resources if communication is an issue in your business. Youâll quickly see the results when customers express happiness at the change in their interactions with your company.
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Article Added on Monday, August 1, 2016
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