Serving in different sectors of the service provides for special approaches to customers. There are both general rules of official communication and specialized methods of business communication. As practice shows, compliance with recommendations from psychologists and marketers in this area helps to increase the effectiveness of the organization, as well as create a positive image for it in the market for the provision of certain services. At the same time, the rules for communicating with clients provide for the observance of basic norms of behavior, which are determined by ethical considerations and general ideas about morality.
How to establish communication with the client?
In the first seconds of the conversation, you should let the person know what his time will be spent on. It is advisable to omit phrases that are not relevant, even if they are planned to be used as a means of locating a potential customer. Courtesy is important, but excessive abuse of courtesy can create a negative impression. Standard rules for communication with clients also exclude attempts to get a quick reaction from the client with consent to something. It is necessary to treat with understanding his right to refuse and also react adequately, without changing the style of communication. Even if a specific client is lost forever, a negative impression of the company will remain and may affect the image in the future.
The beginning of the dialogue should be as informative and comfortable as possible. It is advisable to briefly but clearly tell about the purpose of the conversation, the intentions of the employee and explain why this contact can be useful. An individual approach is also important. For example, the rules for communicating with a client of a manicure master provide for the initial construction of a trusting dialogue. Specialists in this field work directly with the human body, therefore, a shade of sincerity in this case is indispensable. So-called cold calls, for example, should not be used.
General principles of business dialogue
After acquaintance and the first introductory information, an employee is no less liable. Even if the client has directly expressed his interest, you should not relax. Communication should be built in the style of a friendly conversation, but without serious deviations on topics not related to the company's offer. In this case, you should not overload the client with an excessive amount of data. If you have to stipulate a wide list of questions within the framework of one conversation, you need to systematize them initially, as the basic rules require. Communication with the client should be initially thought out and prepared. It is recommended to prepare lists of questions in advance, or at least keep them in mind, meticulously discussing during the conversation. But asking them in a solid stream is also not worth it. After each question, you can make small pauses, include the right jokes or turn your attention to less complex aspects of the topic under discussion. The client should feel comfortable, but at the same time not fall out of the discussion.
The role of emotions in the process of communication
There are different points of view on how and whether the manager should be emotional at all. The technique of cold calls has already been mentioned, the very idea of which is based on the complete exclusion of this aspect. In other words, the employee is required to inform the client dryly, correctly and relatively quickly and, if necessary, obtain the necessary information from him. But such calls do not at all preclude formal observance of the rules for communicating with phrases of gratitude, apology, and appropriate farewell.
But the same rules of communication in a beauty salon with clients preclude such a technique. And not only because of the need to build trusting relationships, albeit on a business basis. Long-term relationships with business partners and customers are more fruitful if employees show their human qualities. An open and sincere expression of emotions disposes to oneself and sets people in a more positive way. Another thing is that such manifestations should be monitored and not conflict with the interests of the company providing its services to the client.
Features of dialogue by phone
The specificity of telephone conversations also suggests its own characteristics. At the beginning of the conversation, it is not recommended to use phrases such as "It bothers you ..." or "It bothers you ...". Outwardly, although harmless, they initially create a negative stylistic connotation, which should be avoided. Next, you need to introduce yourself from the company and immediately get down to business. For incoming calls, the rules for communicating with customers over the phone also do not recommend picking up the phone after the first signal. An instant response may mean that the manager is either impatiently awaiting this call, or is inactive. Even if, in fact, everything is different, it is desirable to create the customer’s impression of employment, that is, to answer after the second call. In the future, the course of the dialogue should be built with an emphasis on correct intonation. According to experts, the tone and manner in a telephone conversation are sometimes more important than its content.
Rules for communicating with older clients
This is a special category of people, which also requires a special approach. A feature of an elderly person in terms of participation in a business dialogue is a violation of attention and concentration. That is, the manager will require a greater degree of patience. But there are also positive points. In particular, in such dialogs the percentage of conflict phrases is minimal, which guarantees comfort for the employee himself. One way or another, the memo of the rules for communicating with older clients recommends more thoroughly forming trusting contact with a person and thoroughly explaining to him the nuances of the proposal. It is advisable to minimize manifestations of insincere emotions. Although from the outside they may seem true, it is the elderly who often reveal them, which becomes a barrier to further interaction.
The nuances of email communication
Electronic correspondence as such greatly simplifies the tasks of the manager. Of course, a lot depends on the format and conditions in which the dialogue is conducted, but the absence of the need to keep the client's attention and warm up his interest is facilitated in this case. However, the text itself should be composed as informative as possible, useful and at the same time not too dry. For example, the rules for communicating with customers by e-mail indicate the need for a small summary part in the letter. That is, at the very end there should be a reminder of what step or decision is expected from the addressee.
What can and cannot be said?
Experienced managers practically at the level of reflexes exclude from the process of communication with clients undesirable manifestations in manners, style of speech and statements. In particular, the rules and standards of communication between staff and customers are strictly forbidden to criticize their actions under any pretext. On the contrary, employees need to demonstrate an extremely positive attitude, and problematic nuances and situations are resolved by a senior manager or supervisor.
Also, in communication with the client, the absence of indifference is welcomed. This can be expressed, for example, in aspirations to anticipate his desire or plans. That is, the employee offers suitable services in advance that have not been discussed yet, but they may well follow. In this context, the rules for communicating with a client of a manicure master can be expressed in the provision of an expanded range of services that will organically complement the existing list of framed proposals. So, together with a traditional manicure, a visitor may need a SPA session. Clients are more likely to agree to additional services when offers come from an employee.
How to complete the dialogue?
As already noted, it is advisable to end the conversation with a brief reminder of what decision will be expected from the client. In this sense, the rules for communicating with clients in a hotel, for example, require the manager to remind the client about the location of the establishment, the work schedule and the time of receiving visitors. But in any case, the potential customer should have a favorable impression. This does not even concern his interest so much as the emotional sediment, which should be positive.
Conclusion
In recent years, business ethics experts have noted a trend towards simplified business communication standards. The fact is that strict rules for communicating with clients complicate the process of conversation, and often make it stereotyped and repulsive. Therefore, more and more often they are betting on more open, sincere and, again, emotional dialogues, which can reduce the distance between the company representative and the client. Another thing is that such a style of behavior requires considerable experience, and a good result brings only in certain areas of service.