Surface Ripples

Communication and Customer Service

One of my recent experiences showed me how crucial good and clear communication can be in providing quality customer service.

As the world “goes global”, we find ourselves dealing with call centres outside our own country, with people whose first language may not be our first language, all combined with the bureaucracy that’s part and parcel of large organisations (particularly financial services) in today’s world.

I finally realised something was wrong when email communication with the particular individual resulted in exactly the same email with exactly the same wording coming back to me every time that I thought I had explained and clarified something.  Finally, I called the company’s Customer Service Hotline and was able to clarify exactly what the individual was trying to tell me.

Not only did this show me how vital clear communication is in providing service to others, but it also showed me that it will continue to be a problem that we need to understand and to deal with.  Despite the best intentions of “the other person”, misunderstandings can and will occur.

The trick is being able to resolve the situation quickly.  It did take me a while to realise something was very wrong with the communication between me and “the other guy”.  Once I worked it out, I was able to devise a solution and achieve the expected result.

Some may say, “Surely it was up to the company and the company representative to devise the solution for you the customer?” In answer: yes, one could take that attitude but then would it actually, move me further towards the goal I had set myself or would it simply turn into a game of “saving face”?

How can we as “Customer Service” businesses ensure that our communication is as clear as possible and, at the same time, devise processes where there is clearly an issue?

I’ve spent more than half my life delivering change in different world markets from the most developed to “emerging” economies. With a wealth of international experience in international financial services around the world running different operations and lending businesses, I started my own Consultancy to provide solutions for improving performance, productivity and risk management.  I work with individuals, small businesses, charities, quoted companies and academic institutions across the world. An international speaker, trainer, author and fund-raiser, I can be contacted by email. My website  provides a full picture of my portfolio of services.  

Labels: Customer Care, Risk

posted by William Martin @ 08:08