How to Improve Client Communication Skills

Here are 5 effective ways along with examples that will help you how to improve client

communication skills.

1. Have an Emotional Connect with the Client

Example:

Client: I have been following up for a week now! Urghh. Why is the bug taking so much time to

fix?? Why can’t you fix it now!!!

Scenario – 1

Associate: Please be patient, we are fixing it. It’s something that takes time. You should

understand it.

Client Replies: Yeah, well you’re making it sound like my mistake, and how much more time

will this take? I am losing my temper on this now.

Scenario – 2
Associate: I do realize that this particular bug is taking longer than usual and believe me, we

have our best people working on it. I request a little bit of patience from you, we should be able

to fix it without further delays. Also, it’ll help us better prepare for similar bugs.

Client Replies: Okay, thank you for explaining the issue. I hope to get it cleared soon. Keep me

posted.

As evident, in Scenario – 2, the client’s reply seems quite unalarmed, and the temper seems to

have come down, which clearly isn’t the case in Scenario 1.

2. Keep the Communication Concise, Clear and Context-driven

Example:

Client: So, I have shared the requirement analysis. Could you revert with a timeline for project

fulfillment?

Scenario – 1:

Associate: Sure. I’ll go through it and reply with the thoughts I and my team have in some time.

Thanks!

Client Reply: Could you give more clarity on when you’d be able to do that. I am unsure of

things here.

Scenario – 2:
Associate: Thank you for sharing the requirement analysis, I’ll discuss it with the team and share

the project timeline by 5 PM Tomorrow. In case I have follow-up questions, I will let you know

by 11 AM in the morning.

Client Reply: Perfect, thanks! Appreciate the detailed response.

In Scenario 2, the associate has mentioned a definite time and date of when the client should

expect the response. The associate has also informed about the requirement of additional

questions that’ll keep the client ready, ensuring smooth project flow.

3. Keep a Check on the Tone

Example:

Client: Could you update me on the status of the urgent task due today. I am unable to find the

deliverables, it’s already 2 hours past the deadline.

Scenario – 1

Associate: I am sorry that task couldn’t be done, and I forgot to tell you about it. You didn’t give

me enough time for it.

Client Reply: What? You’re telling me this now? You never asked for an additional time! This is

nonsense.

Scenario – 2
Associate: It brings me great discomfort to inform you that the task is a little off-track. I am

asking this in an untimely manner, but it’ll be great if you could extend the deadline by a few

more hours. We should be able to complete it without fail, thank you!

Client Reply: It should be done by now, but a few hours is fine, you can let me know about it

once done.

In this case, while addressing a delay, a non-assertive and considerate tone has helped in

alleviating the situation. It’s always recommended to take care of the tone while having difficult

conversations.

4. Use Emphasis and Subordination Appropriately

Example:

Scenario – 1

Client: How does the sales forecast for Q2 look like?

Associate: The sales forecast LOOKS BAD. We haven’t met the current quarter targets and the

only good thing that has come out is our customer feedback has improved.

Client Reply: Oh, I need to meet your manager on this we might consider another agency from

now on.

Scenario – 2
Associate: Before we get into the sales forecast, I’d like to mention that our customer feedback

has significantly improved. Our customer satisfaction ratings have gone up considerably.

Regarding sales for Q2, we are a little lost at the helm, but efforts are positively aligned.

Client Reply: It’s good to know that customer feedback has improved. We need to work on sales

now. Anyway, thanks for the updates!

Here, the idea is to break the bad news to the client by laying emphasis on the positives and

subordinating the negatives. While you’re presenting the facts as they are, the slight moderation

in language makes it more digestible.

5. Be an Active Listener

Example:

Client: The first point of Report A collides with the fifth point of Report B, please check why

that is the case. It’ll be great if you could resolve Report B today.

Scenario – 1

Associate: As you had asked, I looked over the points and resolved the first point of Report B,

it’s done now. Please review.

Client Reply: Oh no, I had asked to check the fifth point of Report B, not first! You didn’t listen

to me attentively.

Scenario – 2
Associate: Thank you for the review. I have checked both the points and made amends for 1st

point in Report A and the 5th point in Report B. Please review if everything is all right now.

Client Reply: Perfect, that’s what I had asked for. Thank you for the response.

Here, Scenario 1 is a typical case of improper listening. The associate didn’t absorb the feedback

accurately which will delay this task indefinitely, whereas, in Scenario 2 things went as

planned.