We train our teams on our software systems, company policies, and expectations. We make a huge investment in every team member we bring in the door.
What's often missing, though, is true communication training.
I believe we all want to communicate with our customers and team members in a way that's thoughtful and connecting, but sometimes we get so caught up in daily habits, stress, and other tasks on our to-do list, that we neglect some simple changes that can have profound effects.
Like telling people what we can do instead of what we can't do.
Communication training is what we did at my collection agency 15 years ago, and it led to higher revenue, happier consumers, more confident team members, consistent messaging, and fewer complaints and lawsuits.
Before communication training, I noticed three problems were plaguing my collection agency:
Problem #1: Collectors often felt stuck or unsure of what to say next, particularly when they were speaking with someone who was upset or hostile.
Over the years, I also found...
When someone is unsure of what to say next, he or she is likely to say whatever comes to mind.
When people aren't confident in what they're saying, that uncertainty comes across in their voices and weakens the message they're trying to deliver. Why would a customer want to engage with someone who doesn't sound confident he or she can deliver?
The Solution: Communication Training
Training my team members how to respond in various situations boosted their confidence and helped them stay in control of conversations.
It also created massive consistency.
Our brand promise is to make people feel good about paying their debts, and we always want to be sure we’re delivering on that. Establishing a common communication formula ensures our customers, clients, and team members are being treated in line with those values every time.
Problem #2: Any business owner knows the struggle of employee burnout. Daily stressful phone calls with clients and customers take a toll, and constant employee turnover requires costly training.
The Solution: Communication Training
I've mentioned before that one of my favorite pieces of feedback I ever received from a trainee was how after implementing my Communication Code, people had less GRRR.
I knew exactly what she meant. The reason there was less GRRR was because she wasn’t using any triggering statements.
When daily conflicts and stress are reduced, team members are happier, and they stick around.
Problem #3: Escalated phone calls cost time and money and threaten your relationships with your customers and clients.
The Solution: Communication Training
Teaching your team members how to respond to situations ahead of time can stop complaints before they happen. We want to protect relationships before they are damaged beyond repair.
We also know that happy customers refer friends.
What's more, the less time you spend putting out fires (i.e. damage control), the more time you have to direct elsewhere.
Final thoughts
Connection drives business.
Creating connection is a lot easier said than done, but if we break it down into its smallest parts, connection comes down to the words we use.
Words have the power to fuel that connection – or drive disconnection.
To learn more about how shifts in word selection can strengthen your customer and team member relationships, give me a shout.