STOP WHEN YOU SEE COMMUNICATION RED LIGHTS FOR BETTER CUSTOMER SERVICE

STOP WHEN YOU SEE COMMUNICATION RED LIGHTS FOR BETTER CUSTOMER SERVICE
When To Stop When You See Communication Red Lights For Better Customer Service?


Effective communication can trip on any number of obstacles. You need to be consciously awareness of the roadblocks in your path that hinder your ability to communicate well.

When you send a message and receive either negative feedback or no feedback, ask yourself if you missed any communication red lights.

Performance Prompts
• Language can be a communication red light. You might unconsciously use technical phrases, jargon, company terms, acronyms, or slang that the receiver of your message does not understand.
• Accents can be a communication red light. How you pronounce your words can be confusing to others.
• Distractions can be a communication red light. When you are listening, your brain can process more words per minute than the speaker can verbalize, so your mind has idle time while you are listening. By allowing your thoughts to wander from the speaker, you may misinterpret a message.
• Nonverbal signals can be a communication red light. You can say one thing but send a completely different message.
• A person’s appearance can be a communication red light. When someone is dressed inappropriately for the work situation, the listener focuses more on the person’s appearance than on what the person is communicating.
• A person’s attitude can be a communication red light. Present a poor attitude, and communication is blocked. You are going to focus on the attitude and not on what the person has to say.


When This Happens . . .
A customer is talking to you in a heavy accent. Although you are listening carefully, you are not sure you understand the message.

You do not want to offend the person, yet you do not want to misinterpret the message and give an incorrect answer.

Try This
Do not let the customer continue without clearing up your confusion. Wait for a break and say, “I’m sorry. I’m not sure that I’m understanding you correctly. Did you say . . . ?”

Saying this in a caring manner lets the customer know you are truly interested in what is being said. Continue to paraphrase what the customer says to stay on track. “OK, you would like to order____, right?”

Always match your language style to the person with whom you are communicating.