Learn 2 ways to know it all- Corporate and Customer specific Communication

Are you new to the corporate world or your workplace? You feel lost on how to communicate easily? You are in a client facing role? Do not worry! Everyone has a different expectation with a new joinee at workplace.

If you’re facing challenges too, don’t fret! This post will help you overcome any challenges/ struggles with communication at workplace and help you to improve customer specific communication.
Today, I’m breaking down different types of communication you might encounter in the workplace and how to be a Pro in your way of communication. We’ll look at:
– Written Communication: Email
– Verbal Communication: Phone/ Call

Let’s get started!

Written Communication: It is one of the important channels to communicate. Lots of users prefer to write and convey messages as it is more clearer and helps to be specific, similarly for customer/ client conversation written communication is preferred more.

Email: to draw more attention on why Email communication is important, in one of the surveys conducted across different users there are over 3.9 billion email users worldwide and in 2020, it is expected to climb by 4 billion users. No wonder, thanks to pandemic we all are living in the digital world.

I always ponder upon why some people can write excellent emails and some are just out of human language understanding. Following can be reasons or issues:

  • Too lengthy
  • No categorization of action items
  • Brain Dump Information
  • No clear questions asked
  • Grammatical errors
  • Formation of sentence
  • Email is too casual

These are few of the issues which I have personally encountered, how to avoid these? Very important thumb rule: Follow email structure and email etiquettes.

Customer

Structure of the email:

  • Greetings/ opening of the email
  • Body of the email/ Message
  • Additional information
  • Closing the email

A quick example below which will help you to create/ draft a good email.

Hello Susan,

Hope you’re doing great! I wanted to share an update on the Product feature implementation that we are working upon. I have checked the tasks on the task list and I’m happy to let you know that we are as per the schedule. I’m looking for your availability to discuss the pointers from the Project with the team.

I was looking up your calendar and was not able to find a free slot for this week. Can you please revert and provide me with your availability for Wednesday 23rd September or Thursday 24th September.  I will be more than happy to set up the invite.

Looking forward to your response.

Thanks,

Pooja

When you’re drafting your next email, keep the structure in mind and see how you can easily add the details.

Now let’s switch from Written to Verbal and understand the important points:

Verbal Communication: I personally believe vocal/ verbal is a good way to communicate messages and the most convenient way. Everyone has preferences so no fret!  It is mentioned by Mehrabian, he concluded that the interpretation of a message is 7 percent verbal, 38 percent vocal and 55 percent visual. The conclusion was that 93 percent of communication is “nonverbal” in nature.

93% of communication is nonverbal, I was thrilled by looking at this percentage. It also means that most of our communication is either visual or vocal.

In this section, let’s journey together on how to handle conversation over call/ customer specific communication. As we learnt the structure for email, I would like to introduce a simple structure for calls.

This is specific to calls at the workplace or your customer specific interactions.

  • Introduce yourself
  • Ask if this is a good time to connect
  • Use a positive tone- friendly yet professional form is important element
  • Be clear/ be specific- provide the reason of your call
  • Don’t interrupt
  • Value time of customer and yourself
  • Acknowledge customer’s questions or additional information
  • Confirm the facts/ closure of call

Let’s look at each of the elements in brief:

  • Introduction: It is important to introduce yourself on calls, it helps the customer/ colleague to know who they are talking to.

Your introduction for customers can be: “Hello, my name is Ankit and I’m calling you from XXXXX regarding the issue XXXX.”

 Introduction for a colleague or internal team can be: “Hello, my name is Rohit and I’m part of the  support function, I had raised a ticket with your team, I’m calling you to request an update on the ticket as the customer is requesting information.

See the difference between both the conversations? It is professional yet friendly.

  • Ask if this is a good time to connect: This helps to understand if they are available to speak right now or you can call back later
  • Positive Tone: One of my mentor’s told me that, if you’re happy, the other person on call can hear it in your voice. Keeping a calm and positive demeanor over calls is important.
  • Don’t interrupt: on Customer calls, remember do not interrupt the speaker. Take a pause if there is an echo or you feel that the speaker wants to share information. Let the other person speak
  • Value time of the customer/colleague: all of us are busy and occupied with daily errands and work. It is crucial to keep in mind to value the time that is spent on calls
  • Additional information: on customer calls, ensure you seek all the additional information you need to resolve the issue so that you do not have to call the customer multiple times. With colleagues, request the details or ask for details and you can follow up but do keep in mind that there can be a delay in responses if there are multiple emails and each email has different questions. Add all questions in one email
  • Confirm the details/ closure: get all your facts confirmed and close the call by providing the next actions or a simple “Have a good day/ goodbye, it was nice talking to you.”

These basics are good to begin your journey in the corporate world/ workplace and customer specific communication. Implement these tips in your communication and see the difference!

To read more about Corporate Communication, you can review this link :https://en.wikipedia.org/wiki/Corporate_communication

Learn about my profile: https://artofthoughtsandwords.com/home/

You can contact me using this link: https://artofthoughtsandwords.com/contact/

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