Promote exchange of messages. Organizations must design message exchange platforms that promote sharing of information (giving and taking) of thoughts about their channel of services, processes, staff and company activities. To boost connection, the firm must spread these messages through two way conversations or other channels like newsletters, meetings, signals or flyers. Of utmost importance is giving the customer the platform to express themselves in the best way they can. The firm must appreciate their comments and commit to using them to design solutions to better their operations.
Express yourself clearly while communicating. Many marketers and sales personnel often leave their customers more confused instead of providing them the required information to facilitate their decisions. It is important during conversations for the company representative to express themselves clearly in a way they can be easily understood. Communication only serves its purpose when there is exchange of meanings between a sender and a receiver. Company representatives should avoid usage of vague terminologies or technical jargons that conveys little or no meanings to customers.
Promote common social interest and beliefs. For sustained interest and integration, the company’s representative must identify the customer’s areas of interest and build a common ground around it. Companies must learn to speak the language of their customers and do the things they find interesting. Where it is obvious that they share common understanding and feelings, bonding becomes stronger and communication becomes more effective. Social interest could be established in religious groups, sports and community based projects that appeals to all stakeholders.
Be a face reader to know the dominant emotions of customers and provide adequate response to their needs. The faces of customers and team members gives strong indication about their concerns and difficulties. When they are happy, their facial expression also state it clearly, same with when they are dissatisfied or sad. The ability to read faces and understand nonverbal cues of customers is a skill that customer service personnel must acquire. When a customer’s face is correctly read and their issues resolved to their satisfaction, connection is boosted and friendship is built and sustained.