- Avoid stating the obvious but never assume the client or your colleague knows or understands what you haven’t told them. For example, ‘Just because the client contact person works in Information Communications 8. Technology (ICT) industry does not mean, they know what the meaning of something you know is… Considerate and respectful communication helps establish a good working relationship. You can use something like this to start a sentence if necessary, ‘As you may already know…’, or ‘I’m not sure if you know’. Do not start on any work that is 9. outside of scope without a written cost approval from the client.
- Be objective. A person who is objective is not influenced by personal feelings or opinions in considering and representing facts. Be sure that the way you perceive things is the way they really are. In contrast, making assumptions is something we all do in many areas of our lives. If you do assume, take ownership of what you are assuming and say that it is an opinion or that you may be wrong. An assumption is “something taken for granted or accepted as true without proof.” In other words, it is belief without proof. Being objective encourages a more positive and productive communication.
- Be warm. Establish a friendly voice – pleasant, personal and natural. Avoid scripted, insincere interactions and complicated greetings. Treat your customers like individuals, not numbers. Put yourself in the customer’s place.
- Be courteous. You can’t overuse Please, Thank you or You’re welcome. Ask permission before putting someone on hold or on speakerphone. If customers are upset, angry, or rude, give them the benefit of the doubt. Be considerate.
- Be responsive. Return calls and e-mails in a timely manner…every time. Listen without interrupting. Then, in your own words, repeat back what the customer said to confirm your understanding. Never rush through a call or ask customers to call back later – ask if you can call them back. Acknowledge people’s efforts and viewpoints.
- Be positive. Use positive words and phrases. Tell people what you can do. Never tell customers that the problem is their fault – or that you disagree with the company. Be optimistic; attitudes are contagious.
- Be proactive. Go “above and beyond” what is expected of you. Ask customers for input and pass it on. Find out what they like and don’t like. Treat others as you would like to be treated.