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Do's and Don'ts of Effective Business Communication

12 September, 2017


Effective Business Communication Tips for Beginners.






Business communication is the most primary part of any business. It is through the communication businesses gets to interact with the customers. Business communication is a daily phenomenon as businesses communicate to the customers on daily basis through Advertisement, Marketing or Customer service exchanges.



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Dos and Don'ts of Effective Business Communication 



It is therefore inevitable for a business to have an efficient business communication channel where it conveys the information and gets back feedback which is valuable and can be acted upon by the business.



Before going into specifics, it is important to understand some simple suggestions you should think about when deciding the type of channel to implement for the business.

[ Do's and Don'ts of Communication in the Workplace ]



The channel should be:




1) Clear Contact details


Clear and easy to contact the business either through email, phone call or other means like embedded support tab. E.g Zendesk's web widget.




2) Effective and efficient. 



It should not have a lot of pitfalls. It should be consistent on daily basis. 




3) Fast.


It should provide fast transmission of information between the customers and the Company. 




4) Cost effective. 



The channel should not be expensive for the customer to send back the feedback. 




Business Communication Do's




We have seen how important business communication is to any business. 



The golden rule is that you should treat others like you would want to be treated. You probably have a great sense on how to speak to customers, because you know how you prefer businesses to treat you.




a) Tonality




While tonality can vary and change from brand to brand and situations. Business communication to the customers should always be motherly and kind tone, especially in customer exchanges service. 




b) Clarity






You should be clear as possible in your advertising and communications to customers. Provide photographs when applicable and links of what is being discussed. This will enable them to understand your offering and solution this will result in a good customer experience with a higher rate of loyalty.





c) Flexibility





When communicating with customers you have a sense of flexibility in addressing their problems and providing solutions. Even if they made mistake or were confused along the way, always be keen and apologize for the misunderstanding and inconveniences caused and offer solutions. 


This can win back the customer or make them have a second thought about their requests. 




d) Be Respectful





When communicating to the customers be respectful. Looking at them on their face, nodding and using gestures to show that you are following their conversation and understanding their information, can make them feel being attended attentively.




Re-read the information when using written communication to ensure that it doesn't contain any disrespecting information. Always be keen and don't multitask when attending to customers phone calls even if you think they don't know whether you are doing so.




e) Professionalism





Be professional and confident in your communication when articulating offering and solution to the customers. This gives them confidence in your solution and improves customer service and loyalty to the product relationship.





f) Precision and Feedback





When communicating the intended information be precise to the issue you are handling. Being precise and to the point takes less of your time when orally addressing the customers and leaves them satisfied of the inquiries they were asking.




g) Emotional response





Being emotional friendly to the customers solves a million problems. You should not overreact or get upset when a customer tone is unfriendly and sound being stressful.



Understand them and calmly respond to their queries in a professional manner having a positive attitude. This makes them have a second thought and they definitely change their attitude finally becoming friendly.



Getting emotionally overreact and using arrogant language can cost your product or the company more than that single customer.



Imagine exchanging abusive words with a customer in front of other customers. It should be the last deathbed to think about. 




Business communication Don'ts




On the flip side, there are a number of things which you should avoid on the tonality, clarity, and flexibility. 





a) Tonality





If the motherly and kind tone is the goal, then impatient, an offensive and rude tone is the spoiler of all the game.


In your conversation avoid negative words ( like NO, Unfortunately, and NEVER tell the customer "You are wrong".) And even though the customer may be wrong, using such words will result to a degenerative solution process.





b) Ambiguity





Being vague in your communication just leave the customer just confused. Avoid ambiguity by all means as it leads to poor customer experience and hurts the brand relationship. 





c) Avoid petty personal activities





When responding to customers face to face avoid being involved in petty personal issues like constantly making irrelevant calls, Facebooking or texting.



This can lead a customer to have a bad personal perspective about your customer service exchange. This small issue can make you loose customer immensely because they will that you value their concerns lesser and you value your irrelevant issue than them.


This can make customers upset and they may decide to break the relationship with your product even they don't openly tell you.




d) Monopolization of conversation





The conversation should be a two-way traffic. Engage the customer in the conversation and listen to their views. This will make them develop confidence and feel that they are part of the solution and they are not being left out.


This is something have witnessed having created confidence and loyalty of customers in businesses Business communication has recently been a marketing strategy for many companies and products. 

Successful businesses have invested on proper communication systems which are fast, effective and interactive as a way of customer service exchange. 


This has enabled them to obtain information fast, act on it and win the customer confidence and loyalty. This strategy seems to work.






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