Effective communication is imperative building block of successful organizations. It is the first step toward achieving outstanding service delivery. Without effective communication, all links of service delivery crumble and our customers’ needs oftentimes go unfulfilled. Leadership devotes a significant portion of their time in communicating. Approximately 6 hours per day are spend on face to face, written or telephone communications with superiors, subordinates, colleagues, customers or vendors.
Well informed individuals will have a better attitude than their less-informed teammates. Knowing the direction and focus of a team is an important part of everyone being on the same page and working toward the same shared goal: excellent service to our customers. It promotes motivation and excitement about serving our customers and always fulfilling their needs. Communication is also vital in consistently delivering great service. Have you ever found yourself in a situation where you received outstanding customer service and felt great about giving your repeat business to a company only to receive subpar service the next time you returned? How did that make you feel? Inconsistency in service delivery erodes our customers’ trust and excitement to return time and again, and in turn that affects the overall success of the organization. It is also a great source of frustration for our clients, and a frustrated customer is not a happy customer.
You can say, this is all great, but how do we actually make great communication happen? An effective and efficient communication system requires leadership’s proficiency in delivering and receiving information. All great leaders must first discover what communication barriers currently exist in their organization, evaluate the reasons for their occurrence and act to shatter those barriers. The great news is that you are not alone! ServiceElements has extensive experience in assisting organizations and leaders in identifying and evaluating communication barriers and creating a decisive action plan to eliminate their existence. Everyone wins when communication barriers come crashing down and dissemination of information becomes efficient.