Communicating Positively with Your Customers
Communicating positively with your customers is crucial for you and your organization. You should think out everything from your greeting to your closing statements before you come into contact with a customer. Know what you want and need to say, avoid unnecessary details or discussion, and be prepared to answer questions about the organization, its products and services, and the customer’s order. The important thing to remember that you should continually seek new knowledge and skills that can help in improving customer service.
To maximize your potential and create a positive outcome with customers, use the PLAN acronym as a guide to effective communication with those with whom you come into contact. The model stands for:
- Prepare for Positive Customer Interactions.
- Let Your Customers Know They Are Important.
- Address Your Customer’s Expectations Positively.
- Nurture a Continuing Relationship.
Source: Customer Service Skills for Success, 6th ed. by Robert W. Lucas, scheduled for Spring 2014 publication by McGraw Hill Higher Ed.
Additional customer communication strategies can be found in How to Be a Great Call Center Representative and Please Every Customer: Delivering Stellar Customer Service Across Cultures.
About Robert C. Lucas
Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.
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