Effective Communication - Steve's Story

Case Study - Before

Steve had been promoted and had gone from general admin to dealing with telephone enquiries and sales. This was a totally new role and the office environment was very busy with lots of noise and distractions. On a number of the calls he had made some errors and a few sales were lost, his biggest issue was being able to concentrate on the call and to understand what the customer actually wanted.

After attending our Effective Communication training, Steve realised that communication was more than just talking, he needed to actively listen and understand the exact needs of the customers to respond effectively.

Case Study - After

Steve used active listening skills to improve his concentration in the office which allowed him to shut out distractions. He also need a communication plan so that he could deal with each enquiry in a standardised way, we showed him how he could use a process of paraphrasing and rephrasing a message so that he could fully understand it. Steve worked with very technical enquiries so the language and jargon used could often be a barrier. We showed him the various barriers to communication and how they can altered and changed to produce more effective communication.

Steve also realised that further knowledge of the companies various products would also be beneficial as this would improve his confidence and would allow him to respond with the correct information.

Benefits

Steve felt more confident about handling the various calls, he knew it was okay to ask for more information so that he could fully understand what help they needed. Being able to shut out distractions he was more efficient and started to produce higher sales conversions.

The course

Effective Communication - Steve's Story

Have a Question?