Whether you repair cars, design bridges or optimize websites; few customers really notice how exactly that is done. That sometimes causes tension. Think of a first delivery of an assignment where it appears that the customer actually meant something completely different. Or a logical, but for the customer incomprehensible delay. Now consulting with customers may not be something you prefer to do and of course you also have account managers for that. Still, some extra communication skills can cause you a lot of headaches. These are the 11 areas you need to pay attention to for a more effective (oral) communication with your customers. We developed the following 11 tips in collaboration with technical trainer ROVC . # 1 Everyone else speaks One person likes to talk about the weather first, the other does not waste a minute. One person speaks to you and you, the other holds it to you. By adjusting (a bit) to the way your customer communicates, you put it at ease. This allows you to work together better. # 2 Non-verbal communication 70% of all communication is non-verbal. With tricks like clear nods and a bit of a head when your client talks, you make sure that they feel heard. # 3 Insight in own style of communication It is also good to know how you communicate yourself. Every style has its advantages and disadvantages. For example, a perfectionist can stay too much in details. Only when you are aware of this can you actively do something about it. # 4 Speaking of images Many technical terms provide your customers with an empty view. You often achieve a lot more with a metaphor. So instead of explaining why the technical basis of a data infrastructure is inadequate, you tell us how you try to build a skyscraper on a foundation of straw. # 5 Positive thinking “Every disadvantage has its advantage”, said the most famous communication expert in our country. If you think in a solution-oriented way in communicating with your clients, the collaboration will also be more pleasant. # 6 Question questions Does your customer know exactly what he or she is talking about? The only way to find out is by continuing to ask questions. What exactly does the customer mean? How does he see that for himself? # 7 A logical structure Certain conversations are carried out more often. For example, a first evaluation. In order to ensure that you do not forget anything during such a conversation, you can think about a logical structure where you first discuss the one and then the other. # 8 Show empathy For the successful completion of a technical issue it may not seem necessary: ​​show understanding and empathy. Yet time and time again shows that you can do a lot more with a little extra empathy. For example, show that you understand how someone tries to adapt a project under the great pressure of his or her supervisors. Even if you already know that you can not fully implement these changes. # 9 Summarize Try to listen actively and ask questions. Thanks to these two tips, you often already have a better idea of ​​what someone is talking about. Yet you never know for sure. Summarize – in your own words! – together what you have just heard. That is the best way to verify that you have understood your customer well. # 10 Dealing with complaints A project does not always run smoothly. There are moments of resistance, contradiction or even complaints. How do you best deal with this? For example, do you have to go directly to a complaint or give it some time first? # 11 Keeping emotions under control Sometimes your customer goes too far. Or sometimes you just do not feel so good about yourself. Anger, frustration or cynicism then lurks. For professional communication with your customers you keep these emotions under control as much as possible. If necessary, by taking a break in the conversation. Learning to communicate convincingly for technicians So far 11 areas where you have to pay attention to effective communication with your customers. With a little research on the internet or in the literature you can find a lot more about this subject. Do you not only want to learn from books, but also in practice (including role play) how to communicate effectively? Then take a look at the communication skills training course for technicians . You will receive a lecturer from the professional field and a company-recognized certificate. Let’s block ads! (Why?)

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