Communication – the key to personal and professional success (Proceedings) - Veterinary Healthcare
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Communication – the key to personal and professional success (Proceedings)


CVC IN SAN DIEGO PROCEEDINGS


Effective Communication — Communication is an Underrated Art

  • Integral Components
  • Verbal
  • Non-Verbal
  • Written

Verbal Communication

  • Tone of Voice
  • Timing
  • How timing can be used
  • Atmosphere
  • Normal client interaction
  • In-hospital problem situations
  • Speech Clarity
  • Succinctness
  • Verbose
  • Pointed discussions
  • 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
  • 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.

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


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Source: CVC IN SAN DIEGO PROCEEDINGS,
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