Author Box
Articles Categories
All Categories
Articles Resources

WOW Communication Is Clear, Consistent - And There!

February 29, 2012 | Comments: 0 | Views: 183

Clear communication is great; consistent communication is better... and sometimes it's a WOW just to receive any communication at all!

Many experts focus on good communication, reminding us to communicate well, be clear and succinct ("don't waste people's time!") However, an even bigger, often overlooked, factor in business is the consistency of our communications... and whether or not they occur at all.

Customer service is all about doing things for the customer, at their convenience, and for their comfort and assistance. Here are 5 tips to help you think about how clear, consistent and valuable communication can help you put customers and their needs first:

Don't point fingers. Don't be so concerned with placing blame that you can't (or just don't) focus on proactive solutions to their problems. If there's a problem, find out what's wrong, figure out what you can do, and do it... or tell them you'll need some time to investigate what can be done and promise to call them back. Specify a certain date and time when you tell a customer you'll call them back. Many of us leave this information "open-ended", in an effort to make it more convenient for ourselves, or to prevent "boxing ourselves in" to a certain time. But this does not take into consideration the customer's discomfort at not knowing when (or if) they'll ever get their answer. Keep your promise! When you specify a date and time... meet it (or beat it)! This follows the "underpromise and overdeliver" principle. If you're going to go through the trouble of differentiating yourself from everyone else by specifying a date and time, do not break that promise! Call, no matter what! Even if you don't have an answer for them by that date and time, call them anyway! Your customer can't read your mind, so they don't know you're still working on the problem. In fact, in the absence of evidence to the contrary, they'll think you're "just like everyone else"... and have forgotten about them. Call them to follow up and set up a new time to call - or at least a new plan for going forward. Be sure backup plans are in place to communicate with your customers in the event of an extended (more than a day or two) absence on your part. Don't risk losing any leads or being able to serve customers quickly by being unavailable and not making someone else available to help them while you're out.

For example, I once had a problem with my health insurance. My agent had lost my file, couldn't answer my question, and left me hanging for weeks without a response. I subsequently met the owner of another agency who promised to have someone call me so I could switch to their agency. Almost two weeks went by with no call. Three weeks later, I received a call from an agent at his company, who explained that "she'd been out sick the previous week". By then, I thought she'd either forgotten about me or didn't have time for me and I'd found another agency.

In our fast-paced world of business, who can afford to lose business because we catch a cold? Or our child is sick? Or we just want to take a vacation? Let's face it... no one can be "on call" 24/7... nor can we plan to never be sick or on vacation again in our lives.

Therefore, we must challenge ourselves by asking this question: "What is my backup plan in case I am out for more than a day or two? How do I ensure that not only do I not have to be available every minute, but that I am able to capitalize on leads and serve my customers - at least during business hours - no matter what happens?

Customers deserve communication from us... they deserve to know what's going on with their issue, they deserve to have us keep our promises, and they deserve to be served at their convenience... not just ours. Clear, consistent, and caring communication is the absolute least we can do for them... and the one thing that makes the most impact in creating a WOW for them.

With over 27 years of speaking and training experience, Sandy Geroux delivers motivational programs to help "Turn Your Workplace Into a WOWplace™", helping organizations create WOW experiences for customers and employees alike by creating a culture of caring, compassion and commitment to values, service and respect. For more information and tips, or to inquire about her availability to speak to your group, please visit her website or e-mail her at

Source: EzineArticles
Was this Helpful ?

Rate this Article

Article Tags:

Deserve Communication


Wow Communication


Valuable Communication


Wow Customer Service

In India, employment opportunities are set to grow by a good margin in the coming year, a phase which was started in the turn of the second decade of the 21st century. organisation, candidates with

By: Sarkariexam l Business > Careers Employment l April 01, 2013 lViews: 11718

Sometimes it is amazing to see that certain jobs can precipitate huge turnouts in the recruitment drives. It is as if thousands of people were waiting for the vacancy advertisements and the moment

By: Sarkariexam l Business > Careers Employment l December 30, 2012 lViews: 692

In recent times, jobs in healthcare segments have grown tremendously. It is anticipated that this growth curve will continue for the times to come. Various factors are responsible for this

By: Sarkariexam l Business > Career Advice l December 27, 2012 lViews: 449

Are you in a dilemma whether to choose web based CRM or not? If yes, don’t worry. You aren’t the sole person having this doubt.There are numerous firms trying to make out whether investing in a

By: Reneta Vasileva l Business > Customer Service l December 23, 2012 lViews: 410

If you think about it you will realize the fact that each business has its own set of risks that are involved in it.The trade secrets that you have and the information related to the business is what

By: brumbrum1 l Business > Risk Management l December 23, 2012 lViews: 264

As the time is changing, concierge management services are now growing despite the slowing economies of the world. The main reason of it is the need that is highly specific to the people who like to

By: willsmith10 l Business > Management l December 23, 2012 lViews: 334

Are you in a dilemma whether to choose web based CRM or not? If yes, don’t worry. You aren’t the sole person having this doubt.There are numerous firms trying to make out whether investing in a

By: Reneta Vasileval Business > Customer Servicel December 23, 2012 lViews: 410

Learn about the top four reasons why an outsourced call center company saves you big time bucks Choosing the right call center company for your business is paramount when it comes to delivering

By: sandra88l Business > Customer Servicel November 03, 2012 lViews: 242

From helping the customers resolve any questions, complaints or disputes,to increasing loyalty and retention rates by demonstrating to your customers that their concerns matter,that they are attended

By: jacq rogerl Business > Customer Servicel November 01, 2012 lViews: 249

Learn more about how properly trained reps can make a huge difference when it comes to order taking.Order taking – it’s about so much more than just plugging orders in that arrive via telephone.

By: stonefergusonl Business > Customer Servicel October 27, 2012 lViews: 267

Was the customer service rep helpful,understanding and attentive to your needs? Were they soft spoken, friendly and did they take care of the matter,or resolve the dispute? Did you have to wait on

By: jacq rogerl Business > Customer Servicel October 25, 2012 lViews: 251

Starbucks is very popular not just because of the world-class coffee it serves, but it's also known to be the best when it comes to customer service. Here's what other companies and businesses can

By: Anika Smith Davisl Business > Customer Servicel July 06, 2012 lViews: 243

Most sales and customer service professionals don't fall down on the first impression. It's on that all-important SECOND impression (a.k.a., the follow-up) where we often miss the mark.

By: Sandy Gerouxl Business > Customer Servicel June 14, 2012 lViews: 185