Client Communication Skills Training

Client Communication Tips for a Great Customer Experience

Client communications are important. ... When you run a service-based business, communication with
your client is everything. Proper client communication keeps your company thriving. If your client
communications leave something to be desired. That could mean lost opportunities–fewer sales and
follow-ups.

If your client communications leave something to be desired. That could mean lost opportunities–fewer
sales and follow-ups. These setbacks require more money for marketing, and they create an overall
downward trend for revenue and profits. It doesn’t have to be that way. It can be simple.

Here are a few tips to improve client communications and make your company even stronger.

Taking the time for effective client communication shows how much you value them and builds stronger
relationships in the future.

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When it comes to relationships, communication is everything. Poor communication can quickly lead to
the demise of relationships, while good communication can help to sustain them in the long-term. The
relationships with your clients are no different.

Whether you’re writing a client an email, talking with them on the phone, or having an in-person
conversation with them, there are some communication tactics that you should abide by in order for
that relationship to really last.

Pay attention to your tone of voice - “It’s not what you say, but how you say it.” You must have heard
that phrase about a million times. If you’re having an in-person or phone conversation with your client,
pay attention to your tone of voice. Do you sound upbeat or bored? Happy or sad? If it’s one of the
latter two, you might want to change that. Even if you have to fake it ‘til you make it!

Be friendly - Whether you have a super upbeat and energetic personality or are more calm and laid-back
doesn’t really matter. What’s important is that you are positive, friendly and personable. Treat your
client like they are an old friend of yours. When you talk to them on the phone, ask them how their day
is going and show a genuine interest in their lives.

Say “No” the right way - Nobody likes to hear the word “no.” Try to avoid this word in your client
communication at all costs. If you have exhausted all other alternatives and “no” is the only option left,
at least phrase the “no” in a more positive way. For instance, if your client asks if you can complete a
project by a certain date, and you can’t, instead of saying “no, I’m sorry but that won’t be possible,” say
something like, “I won’t be able to complete it by that date, but I can get it back to you in X amount of
time. Is that okay?” The way that you phrase things makes a world of difference.

Prepared by: Caitriona O’Mahony May 2019

Practice active listening - A huge part of what makes a great conversationalist is someone who really
listens. When someone else is talking, are you really taking in what they are saying or just thinking about
what restaurant you are going to that night…or what you’re going to say next? We all have a tendency
to let our minds wander from time to time, which is why active listening is not as easy as it sounds.

To become a better, more active listener (and better conversationalist), start here: Go to a quiet place
with limited distractions. Don’t multitask (give the other person your full and undivided attention). Don’t
interrupt. Take notes if you have to. And when the person is done speaking, paraphrase or summarize
what was said, and provide feedback.

Be consistent - You also want to make sure that you are consistent in your messaging and the way that
you communicate with your clients. From their very first interaction with you, your clients will develop
certain expectations. If you are friendly and concise the first time around and then come off as stand-
offish and garrulous the next, your client will inevitably be a bit thrown off.

Speak their language - Part of great communication is adapting your style to the person that you are
speaking with. If your client uses a very formal tone, respond in a formal tone. If they are more casual
and playful, respond similarly. This doesn’t mean that you have to be an entirely different person or
change the way you are—but if you want your client to feel a stronger bond with you, you should adapt
your communication style to fit theirs.

Pay attention to formatting - When styling your emails or documents, pay close attention to the
formatting. To make your message more readable, create lists / bullet points whenever possible. Bold
important words or phrases.

Be clear & concise - Chances are, your client is short on time. And they don’t have time to try to
interpret an email that you send them or a long, convoluted voicemail that you leave them. Don’t be
vague. Be as clear and specific as possible in your delivery. Don’t be verbose. Cut to the chase and say
what you have to say in as few words as possible.

Always say please and thank you - Sometimes, it’s the basic, little things that mean the most. If they
aren’t already, make “please” and “thank you” a part of your vocabulary—and don’t be afraid to
overuse them.

Make things easy for them - Like I said, your client is short on time. So when you’re communicating with
your client, you want to make things as easy as possible for them. For example, provide them with a
direct link to whatever you are referencing to, so that they don’t have to look it up themselves. Before a
meeting, provide them with some questions that you’ll have for them, so that they can be more
prepared and won’t be caught off-guard. Think of every single way that you can save your clients time,
even if it’s just 15 seconds.

Anticipate questions - Before getting into each meeting, be prepared for the questions that you will
probably be asked and know how you would respond to each one. When composing an email, avoid the
perpetual and unnecessary back and forth, and think about questions that you client might have before
they even get a chance to ask them. Are they going to ask you for an ETA on a project or to elaborate a

Prepared by: Caitriona O’Mahony May 2019

bit further on a point that you made? It helps to reread your email once you are done drafting it and
really ask yourself if you are being proactive and answering any possible questions that you can.

Ask questions as needed - On that note, don’t be shy about asking questions yourself. It’s always better
to ask too many questions than to not ask any and end up more confused. Asking questions shows
curiosity and it shows that you care. So chances are, you clients will appreciate it.

Summarize - When you are wrapping up a conversation or meeting with a client or responding to one of
their emails, summarize the main points that were discussed. This will accomplish two things: It will
show that you were listening, and it will ensure that there are no mixed messages being exchanged.
Don’t miss this step, because if you do, you may end up making a costly mistake that could have been
easily avoided.

Proofread - Lastly, in all of your written communication, proofread, proofread and proofread some
more! The quickest way to undermine your credibility is to send out an email or document ridden with
spelling mistakes or grammatical errors. So, make sure that everything you send out is error-free.

Conclusion - The way that you communicate with our clients can determine whether those relationships
are long-lasting or short-lived.

Prepared by: Caitriona O’Mahony May 2019

4 Ways to Effectively Communicate with Clients

Effective communication means both parties are on the same page.

We’ve all been in a situation where we think we’ve communicated effectively but have failed. And that’s
okay! No relationship is perfect, and the way you handle and make up for that miscommunication is
what really matters.

Here are four ways miscommunication with a client can occur:

1. You haven’t asked the right questions. It’s important not to make assumptions about your client.
If you think you know what they want without having key conversations, you’re not effectively
communicating. Designating the first few client meetings to ask key questions about their
business and vision will help you to become part of their team.

2. You’re not talking in their language. In all communications, it’s important to explain what you do
or why you made a certain decision. You’ll need to give your client enough information for them
to make an informed decision. Oftentimes, we can get caught up in “industry speak” and not
fully explain ourselves to clients. Taking a step back and explaining things out loud helps me to
prepare for this.

3. You don’t know the decision maker. Knowing who the key decision maker is will further allow
you to get a good grip on everyone’s expectations thus allowing you to communicate more
effectively.

4. You’re too reliant on email communication. In order to avoid communication failure, I

recommend having upfront conversations early and often.

Of course, it’s easier to communicate face-to-face than over email. In those in-person meetings, you can
easily pick up on tone and body language allowing you to adapt and make sure that your client is
understanding what you’re telling them and is comfortable with it. But how do you nurture client
relationships when your communication is primarily over email?

Use “we.” Replacing “we” with “I” will position you as part of your client’s team. You and your client are
both working towards the same end goal. Using “I” hints that you’re a third party while the use of “we”
fosters a collaborative effort.

Limit the use of “you.” This three-letter word can come across as accusatory, especially in situations
where tensions are high. Instead of saying “you told me”, say something like, “Based on our last
conversation, I was under the impression that (blank). Please let me know if anything has changed.”
Crafting your language like this will help to avoid finger pointing while still keeping you as part of the
client's team (in their eyes). Remember that preserving the client relationship trumps asserting yourself
as being correct.

Today’s world is all about automation, multitasking, and a fast response time. But sometimes it’s more
appropriate to communicate via a phone call than an email.

Prepared by: Caitriona O’Mahony May 2019

Email as a form of communication is more reactive than the others. When sending an email and/or
message over another digital platform, you typically require a response. Before sending an email (to
make sure it’s the right form of communication), consider these factors:

 Does this communication have action items that can be placed in bullet point format? If yes,
email is your friend.
 Will the message be more than a paragraph? If so, email might not be the best route.
 Do you need documentation of communication? If so, email is probably the best channel.
 Will this message escalate an issue? If yes, I recommend that you call or set up an in-person
meeting.

Phone Call: Are you discussing or following up on a complex matter? A phone call is your best route!

Remaining professional with your clients is key to developing stronger client relationships, how do I stay
“human” and approachable?

 Show commitment to their business needs and goals

 Convey genuine and honest nature in all communications
 Conduct frequent check-in meetings to make sure they are happy
 Write a personal email or note wishing them a happy birthday or congratulating them on a big
milestone

Those are just some of the ways that you can communicate effectively with clients.

Prepared by: Caitriona O’Mahony May 2019