Face to face communication can be broken down into three elements:
- Spoken Words
- Tonality
- Body Language
The actual words we speak contribute to only 7% of the message we communicate. What we're saying has far less effect than the way we say it, and our actions as we say it.
Our tonality or the way we speak makes up 38% of the message and our body language makes up the remaining 55% of the message.
This is important to remember if you are relying on email for your communication - this allows the receiver of your message to interpret 93% of your communication... and you can't be assured what frame of mind they'll be in when they read your message.
When was the last time you recorded yourself on the phone or filmed yourself doing a customer call? For many customer care and sales professionals, this would be a real learning experience. This would give you a chance to really hear and see what message you are sending to your prospects.
Customer care and selling are communication processes. Improve how well you communicate and you will improve your customer care and your sales.
