Have you ever felt peace after receiving a direct and transparent message?
From the beginnings of times, “communication” has been a key piece in the function of every day-to-day activity of all individuals.
Why is it sometimes so hard to communicate clearly? Why does not having a clear communication create confusion and chaos?
Our focus today will be communication between the BPO industry and the client, taking into consideration the Client Experience Executive role.
What things can the client experience executives do to create a clear path of communication and reinforce the client relationship.
Many conflicts are generated from poor communication, unclear expectations, confusing messages and inadequate information sharing.
As a C.E.E our main job is to provide internal and external clients with clear information, making sure the right areas from both parts are calibrated for the success of the ongoing projects.
There are 3 key pointers that can help the C.E.E make this happen:
Role of technology in facilitating communication
Working in the BPO industry can be a very occupied and hectic at times, taking advantage of the tools we have to communicate with clients is crucial.
One of the most important questions I ask my new clients is: What is your preferred method of communication?
You could be surprised by their answers, many of these involve emails, text, calls on their personal phone, WhatsApp, teams and many more.
Based on your client response you can adapt and make sure you find the most effective way to communicate through there.
I really enjoy when clients mention their preferred method is through email. This way everyone can be informed.
Creating an email that includes a clear and concise subject line, brief introduction that sets the purpose, well organized body with clear paragraphs.
Consider adding a conclusion that reiterates main points and provides a call to action or next steps is a delightful experience for both parts.
Also, make sure to tailor the communication in the best way possible for your client and this for sure will guarantee a great experience.
The benefits of transparency in communication
As a C.E.E it is important that you build trust with your clients, making yourself a key player to provide solutions.
Being transparent helps you reduce conflict, improves decision making on both ends, enhances accountability, and fosters collaboration.
Working in the BPO industry can be complicated for clients while they are in the process of adapting to working with different countries and cultures.
By maintaining transparency in communication, you can provide a peaceful experience for the client onboard.
Additionally, it increases efficiency by reducing the need for repeated conversations or clarifications, when both parties have access to the same information, it can help to minimize misunderstandings and streamline communication.
There is nothing clients love more than transparency, this for sure will help you create some of the best client relationships.
The impact of timely communication on the client experience
The feedback we have received from past client satisfaction surveys that we have carried out to external clients, has been getting answers in a timely manner.
If not all the time, the clients are always waiting on the C.E.E response to get clarification or a solution on certain matters.
If there is a concern from a client that you are not able to respond to at that time, always make sure to acknowledge the concern and provide a timeline on when you will be getting back with a response.
When this is not being done, clients can assume that their concern is being ignored or is not being taken seriously.
Acknowledging a client’s email, call, text etc. is groundbreaking for many client relations.
Once you’ve set a timeline to get a response to your client, make sure to follow it. If modifications need to be made to the original timeline inform and follow the new timeline.
Clients understand that there are a lot of things that need to be taken into consideration before providing a solution or answer, if you are effectively communicating and following up.
- Conclusion/ Final Thoughts
The C.E.E needs to provide a precise message to the client at all times, this will only improve the work relationship experience they have.
In conclusion, the power of effective communication can have a significant impact on the client experience by building trust, improving satisfaction, increasing efficiency, reducing stress, and enhancing reputation.
By prioritizing communication with clients through C.E.E businesses can create a more positive and successful client experience.
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