Communication Rules

Communication Rules
For the Customer the assistant is the Company
The importance of the first seconds We must speak in a professional way with
an objective speech and with a polite attitude

Lets transform ourselves into the person who we want to speak with

Communication Rules

Speak with the Customer always using the first and the last name

Keep/preserve an open mind because every issue must be always analysed under different point of views (The Customer; the Company and our point of view)

Communication Rules

An issue can be crystal clear for us because we deal every day with the information but to the Customer it could be the 8th marvel of the world Our behaviour must generate an identical behaviour in our Customer

Communication Rules

Our speech must be strongly objective

and very well structured

Avoid at any cost losses of information

due to internal or external issues

A selective/active way of listen may

dictate the success of a communication

Communication Rules
Listen very carefully to whats being
said

Evaluate how its being said (the

feelings, the content and the intention)

Use firm answers Observe reactions. Make some control

questions to confirm or to disconfirm

Benefits:
E

(+) More Information retention (-) Less Wrong interpretations

Communication Rules
Show interest Focus in whats being said Keep an open mind Avoid to judge behavoiurs Take some notes Question and reformulate questions

Listen to the customer without interruptions to avoid making an evaluation of his speech before he finishes it.