Communicate Effectively with Customers

Lecturer Broadcast

Click here to view an explanation about communication with customers.

Klik hier om na ‘n verduideliking van kommunikasie met kliënte te luister.

Explanation by lecturer Johan Kleingeld from Edge Consulting, an expert on customer service.

Focusing on customer communication is important to the long-term success of any business. In the early stages of the relationship, effective communication ensures your product or service meets the customer's immediate needs. As time goes on, regular communication with your customer base allows you to adapt and grow so you can continue to meet its requirements.

Clarity of communication is important when attempting to understand what the customer truly needs. Attaining clarity often involves asking key questions to gain a better understanding of the customer's situation. Providing the customer with a clear understanding of what actions you intend to take to remedy the situation, along with a specific time frame, leaves little doubt in her mind of what to expect and eliminates confusion or misunderstandings.

Communication can serve as a valuable reinforcement tool to solidify the purchase. For example, a salesperson who stays in touch with a customer in the period immediately following the sale can reinforce the benefits of his product or service and how they meet the customer's needs. They can also quickly address any problems the customer may have, such as attempting to figure out how to use a new product. In the process the salesperson can also lay the foundation for a long-term relationship leading to repeat sales.

Click here to view a video about a basic SMCR model.