Today when facilitating a talent management debrief specific to? emotional intelligence, I made the following statement:
All exceptional customer service is effective business communication.
Since emotional intelligence has the potential to improve business communication as well as better manage conflict in the workplace, then it stands to reason effective business communication makes customer service exceptional.? Anymore most people just want someone to listen to them, to answer their questions quickly and appropriately and not to be transferred to this person or that one. Sure, there will always be a few difficult customers because customers are human beings.
However, when organizations understand what makes effective business communication and how then to communicate to their customers, the end result will be exceptional customer service.
The use of emotional intelligence assessments along with other behavioral assessments such as DISC and even the Attribute Index can work with other talent management endeavors to create a culture of high performance than is responsive to all customers both internal and external.
Exceptional customer service just does not happen.
Exceptional customer service happens when their is alignment between strategy, structure, processes, rewards and people. This alignment is strengthened by reducing the gaps between these 5 organizational dimensions. (Galbraith 5 Star Model). To reduce the gaps demands effective business communication and that communication starts with the executive leadership team who recognize the necessity of creating a Fail-Safe Organization.
If you are looking to achieve exceptional customer service then being to determine the communication exchanges in your organization and not just the verbal ones, but the more subtle ones. Maybe it is time for you to literally walk your organization and learn what makes for effective business communication.
P.S. The book Fail-Safe Leadership is a great place to start to determine where your organization?s gaps are and how to begin to reduce all that misalignment.
Source: http://processspecialist.com/increasesales/customer-service/effective-business-communication/
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