|Image courtesy of angeloangelo|
Let me just say: I hope that question never crossed/crosses your mind. Without a doubt, it's important to both the customer experience and the employee experience - and to building solid relationships with both constituencies.
Communication has three components: talking, listening, and hearing. Yes, listening and hearing are different, as I mentioned in this post. Hearing what is said is as important as saying what is said. When you talk, make it easy for customers to listen and to hear.
I started to think about the qualities of effective business communication; I came up with just a short list of how companies must tell customers about the brand and its products, services, issue resolution, etc. Their communications must be...
- Easily Understood
What if you wrote or said the same thing but with different words?
Perhaps the real qualities are slightly less rigid. While the above qualities still apply, in order to effectively communicate and to convey the right message, businesses must, most importantly...
- Make it easy to listen
- Say what they mean
- Mean what they say
- Be empathetic
- Tell a story
- Solve a problem
Words are powerful. Are you using the right words?
The problem with words is that too many of them say the wrong things. -Torley