Eco-friendly communication: what is it and how to apply it
4 April 2023
Eco–friendly communication is not a fashionable phrase, but an important concept that helps to build and maintain relationships, be it personal life or professional activity.
Eco-friendly communication is polite and effective. It implies respect for the interlocutor, his thoughts and words, by demonstrating one's ability to listen and convey their thoughts without hurting the feelings of another person.
Eco-friendly communication is polite and effective. It implies respect for the interlocutor, his thoughts and words, by demonstrating one's ability to listen and convey their thoughts without hurting the feelings of another person.
With the help of eco-friendly communication, support staff can:
- Reduce the number of conflicts and misunderstandings
- Increase the chances of reaching an agreement
- Define your boundaries without offending the interlocutor
- Clarify difficult points
- Build a trusting relationship
The main tool of eco–friendly communication is empathy. We see in the interlocutor a person whose feelings and emotions are important to protect.
Eco-friendly communication between colleagues
Teamwork requires effort. We all have difficulties, bad moods or changes in our well-being, but this should not become a problem for the rest of the team.
If you are trying to make communication within the team eco-friendly, follow a few rules:
- Listen to the interlocutor without interrupting. Let them finish and only then answer. It is important not only to listen, but also to hear. Delve into the meaning of the words.
- Never assert yourself at someone else's expense. Go straight to the main point. Don't beat around the bush, and don't waste someone's time. Remember that no work conflict is more important than the relationships we have with one another.
- Eco-friendly communication with customers. Eco-friendly communication with customers is no less important than with colleagues.
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In order to establish eco-friendly communication with customers, it is important to keep in mind the following factors:
Be patient.
Do not rush to close the issue as soon as possible and move on to the next request. Make sure you have achieved an excellent result, and this cannot be achieved if you are constantly in a hurry. The client can tell when you treat them with disdain and will not be loyal to the company.
Speak in a clear language.
Avoid unnecessary terms and ornate sentences. Do not put the client in an awkward position by forcing them to ask you for clarification. An even more terrible scenario is if the user does not understand you and leaves dissatisfied. Most likely, you will lose this client, and also receive bad reviews when they share their experience with friends.
Try to demonstrate a deep understanding of the product.
Environmental friendliness of communication is at the very least respect for the client. Respect can be demonstrated in various ways, including by taking a responsible approach to business. Employees should be trained regularly to be well versed in the workflow and the product they are consulting about.
Remember that someone else's time is valuable.
Agents should strive to answer questions quickly and accurately. It is also important to anticipate the client's difficulties and suggest in advance how best to proceed or where to find information.
Chatbot as an eco-friendly communication tool
According to statistics, 60% of customer support teams work in three or more communication channels. Among Rox.Chat clients, we see that the number of supported channels is even higher.
Working with a huge stream of incoming requests, it is not easy to sincerely delve into each of them. As a result, the client does not receive high-quality service, the company's indicators are falling, and employees are dissatisfied with themselves.
A chatbot can help solve the problem of high workload on employees, while promoting eco-friendly communication. Customers will receive instant responses to their requests. Similar, repetitive requests will be completely solved through the bot, leaving employees with only non-standard and complex cases. Thus, the company will improve communication with customers and help team members to cope better with work and reduce burnout.
In addition to the chatbot, you can consider an omnichannel platform. Such a platform will unite all messengers in a single interface and provide a team of agents with useful tools, such as canned responses, internal chat, and synchronization with a CRM system.
Working with a huge stream of incoming requests, it is not easy to sincerely delve into each of them. As a result, the client does not receive high-quality service, the company's indicators are falling, and employees are dissatisfied with themselves.
A chatbot can help solve the problem of high workload on employees, while promoting eco-friendly communication. Customers will receive instant responses to their requests. Similar, repetitive requests will be completely solved through the bot, leaving employees with only non-standard and complex cases. Thus, the company will improve communication with customers and help team members to cope better with work and reduce burnout.
In addition to the chatbot, you can consider an omnichannel platform. Such a platform will unite all messengers in a single interface and provide a team of agents with useful tools, such as canned responses, internal chat, and synchronization with a CRM system.
Rox.chat provides effortless connectivity with all of them.
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