I. Effective Communication — Communication is an Underrated Art
a) Integral Components
II. Verbal Communication
a) Tone of Voice
• How timing can be used
c) C. Atmosphere
• Normal client interaction
• In-hospital problem situations
d) D. Speech Clarity
e) E. Succinctness
• Pointed discussions
f) F. Why Clients Stop Coming to Our Practices
_______ % Die
_______ % Move
_______ % Change Because of a Friend's Recommendation
_______ % Competition
_______ % Dissatisfied with Product or Service
_______ % Attitudes of Indifference by Some Employees
g) G. Customer Complaint Behavior
- The TARP Study
• 96% of unhappy customers do not contact the business that upset them. For every complaint received, the average
company has 26 customers with problems, 6 of which are "serious."
• Complainers are more likely than non-complainers to do business again with the company that upset them, even
if the problem isn't satisfactorily resolved.
• Of the complainers, between 54 and 70 percent will do business again if the complaint is resolved.
• 95% of customers will do business with a company again if they feel their complaint was quickly resolved.
• Complainers who have had complaints satisfactorily resolved tell an average of five people.
• The average customer having a problem tells 9 to 10 people about the incident; 13% will tell more than 20 people.
h) H. People Want To Talk To People Who:
1. Appreciate Them
• Show appreciation; tell them what you appreciate
• Use the words: "I appreciate...", "Thank you for..." or "It helps me when you..."
• Everyone wants to hear they are important and appreciated
• Always be polite
• No judging
• No challenge
• No name calling
• Use suggestions: "Did you notice...?"
• If face to face, when a person approaches the desk, show interest by looking up, standing up, or approaching
the person and asking, "How may I help you?"
2. Understand Them
• Don't stop at the words, "I understand..."
• Continue with WHY you understand
Use the same words they used; repeat them
• Name the feelings: "I understand you are upset that your check hasn't come."
• Give the reason why they are upset
• Sympathize — use a personal remark
• Ask questions to get more information
• React positively to the client non-verbally with gestures, facial expressions, or tone of voice
• Respond clearly with answers that are easily understood; avoid jargon
• Remain non-judgmental and objective
• Remember, if the client is angry, you are not at fault
3. Will Help Them
• Say it: "I will try to help you..." or "I will find out for you..."
• It only takes a minute longer to really try to help
• Never refer to company policy
• Go the extra mile
• Volunteer information up front before the client or customer can ask for it
• If you don't know, say so: "I don't know, but I will try to find out."
• "However," "but,", "so," "any" —all are conditioning words
4. Use Their Name
• The sweetest words in the language are a person's name, so use it: "Yes, Mr Smith..." or "Mrs. Jones..."
5. Are Creative
• Try to help
• Control the conversation by using concepts
6. Are Honest
• If you don't know the answer, say: "I don't know."
• Give personal remarks where appropriate
• Don't fake a sugary sweet voice, but always be pleasant
7. Listen To Them
• Communication Behavior
_______ % Writing
_______ % Reading
_______ % Speaking
_______ % Listening