There are several types of communication errors and ways in which communication gets tricky between business representatives and customers, especially those in the technology industry and those wishing to learn about, purchase, and/or train with that technology. Ever worked in a business office/company and there was either new technology to implement or something broke down for the IT Department to handle? It’s an interesting conversation when non-technical people are communicating with technical types. In the Telecom industry communication must be a priority with our customers. At NWMAP we handle everything from inquiries on products and services to sales to implementing and training. We must be able to explain technology in laymen’s terms, but also understand clients and how they communicate their needs.
Here’s how we’ve successfully handled the barrier that often arises in communicating technology:
- We take a step by step approach. First understand the client and listen to what they are communicating.
- Never offend the customer’s intelligence. Simple is better of course, but not overly simplistic.
- Always acknowledge the customer’s points by repeating some of what they said or paraphrasing.
- Find out how your customer prefers to communicate. Some people prefer email over phone or vice versa.
- Make a straightforward plan together. We never add anything into the mix, like sales of products they won’t need or significantly benefit from.
- Always be available for questions. When it comes to technology, nothing will get communicated if the tech people are not available.