What’s it really like for customers who need to communicate with you and your colleagues?

Most days, maybe your team is an example to the rest of your organisation and your competitors.

It’s easy to say, ‘our communication is excellent’. It’s more productive to brainstorm the ‘what ifs...’and come up with a solutions.

What if someone is away today?
What if a client needs to know when one of your colleagues will be available and you don’t know?
What if the caller wants technical information and you don’t have it?
What if a caller is stressed, angry or upset because someone sent the wrong product?
What if a client demands something you can’t deliver?

Take time out to consider what might get in the way of excellent communication. Rehearse the words you could use in each challenging situation. Can you agree on strategies to handle unusual events?