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STRATEGIES TO IMPROVE BODY LANGUAGE WHILST AT WORK
Body language at work can change the performance of a company. If you demonstrate negative body language other employees may not feel comfortable coming up to you and asking for help. If you are demonstrating positive body language work colleagues should feel more comfortable to come over to you to ask for advice.
Ways that you can improve your body language include:
* Posture-
Sit upright, if you are sitting up right it will make you feel more confident and ready to help.
*Voice-
Use a clear, appropriately firm, confident voice. This will show the customer that you are knowledgeable and able to assist them.
*Facial Expressions
When you approached for advise give eye contact, relax, smile and come across as being happy, approachable and willing to help.
Lets work together to create a positive, team providing the best telecommunication company for our valued customers.
STRATEGIES TO IMPROVE TELEPHONE COMMUNICATION TECHNIQUES
There are many ways that people can interact on the phone; the conversation can easily turn down the wrong path and you could end up upsetting the customer. To avoid this and to keep communication positive you need to follow a few simple strategies.
First impressions are vital so as you approach the matter make sure you focus on how you come across to the person. It’s important that you do not seem angry or frustrated with the customer. You could write down the customer’s concerns on a piece of paper as they are speaking so that you don’t miss anything out.
Greet the client, making the client feel comfortable. Keep the client informed, show interest in what they have to say. Address any concerns the client may have. Reassure them, listen to their needs, use their names and show initiative. Make sure the customer feels valued.
If you have and angry/ upset customer, listen to their concerns. An upset customer can easily be offended and never return to the company after a negative experience. To avoid this from happening in your office, allow the client to vent their feelings. Do not take the complaint personally, remain calm and polite, avoid arguments. Don’t blame other staff, act with concern, offer assistance, take notes and reassure client that the complaint will be dealt with promptly.
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Doing these simple things can help improve customer service. There is a great possibility that you may gain more customers who will be very satisfied with the service you deliver. Remember, the way that you deal with certain situations will affect the business as a whole. So make sure you continue to work together to create a happy and friendly working environment and spread the positive atmosphere to your customers.
Rose Lopez and Courtney Luckman
