Communicating with customers

1 What is communication?

Communication is the exchange of information. To be effective, the message must be clear and the recipient must be able to receive, process and act upon it. Ensure you understand how your customers communicate. Consider both home languages and methods of communication used by customers with disabilities or sensory impairments. Communication skills do not just happen they always requirestaff practise using attention and refinement All staff, but especially frontline staff, should understand the importance of good communication skills, and staff training should cover this.

2 Getting the wrong message

Face-to-face verbal communication covers both the words we use and the way we use them that is, tone, pitch and volume. Sometimes the words may be positive but the tone negative, and non-verbal communication, such as lack of eye contact, can also change the spokenmessage completely. Consider both verbal and non-verbal communication. Customers want staff to be interested and alert to what they are saying. Using humour can be useful, but can also be perceived by customers as aggressive and dismissive. Customers must be able to trust that personal information is confidential and be clear about their first point of contact.