Communication: The key to success (Proceedings)

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Communication: The key to success (Proceedings)

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Aug 01, 2010

I. Effective Communication — Communication is an Underrated Art
      a) Integral Components
               • Verbal
               • Non-Verbal
               • Written

II. Verbal Communication
      a) Tone of Voice
      b) Timing
          • How timing can be used
      c) C. Atmosphere
          • Normal client interaction
          • In-hospital problem situations
      d) D. Speech Clarity
      e) E. Succinctness
          • Verbose
          • 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