Effective Communication – How to Help Service Staff Help You!

You’ve probably been following the recent cuts in public services and wondering just how they will impact you. One way, for sure, is the fewer staff an organisation has at its disposal, the less time those staff will have to spend in face-to-face contact. Unfortunately, if you’re in the ‘grown-ups’ demographic, you may receive even less personal attention, because older people are more ‘invisible’ than those who are younger. That’s why, when you do get on the phone or to the front of the queue at the service desk, it’s so important you are able to express yourself succinctly and confidently, and where possible, you get what you came for without having to make a second call or visit. To help you do this, check out the following tips for effective communication with service staff:

Do your homework – it’s frustrating waiting on the line or queuing only to find you’re not talking to the person you need to. Check online, whenever possible, to find out the specific designation of the person to whom you need to direct your enquiry to. Often, a brief email can help establish this.

Be seen – when you finally get to talk to a service person, take a moment to get their attention so they are fully focused on you. Introduce yourself (“Hi, my name is …”). If you’re talking to them in person, be sure to look them in the eye as you say this. Follow this up with a polite “How are you today?” And, always wait for their reply.

Double-check – before you outline your enquiry in full, double-check the staff member you are talking to is actually the one who can help you. To do this, give a very short (no more than thirty or forty word) outline of your enquiry, then ask if you are talking to the right person. This will save you from repeating your enquiry in full if you’ve got the wrong person.

Rehearse your enquiry – don’t wait until you’re talking to the staff member to assemble your enquiry. Rehearse it first, writing it out if necessary (don’t be afraid to take bullet points along to a face-to-face, or have them on hand during a phone call).

Listen – when a staff member talks to you, actively (and without interruption) listen to what they say. If you have questions you wish to ask, have a pen and paper ready to jot these down so you don’t interrupt their flow, and also so you don’t forget what it is you wish to ask.

Ask questions – as you ask your necessary questions, cross them off your list as they are answered.

Clarify – if the staff member isn’t able to assist you (or assist you fully) with your enquiry, but they promise to follow up, clarify when you can expect a response, and what you should do if their response doesn’t arrive in a timely manner. If you are given contacts, be sure to note them down.

If at first – you’re not satisfied with the response from a staff member, try not to appear frustrated. Instead, thank the staff member for their time, and ask for the contact of a more senior member of staff (using the word ‘manager’ can seem less confrontational) to whom you can take your enquiry further.

Be a change-maker – if you’re satisfied your enquiry has been addressed but you’re not happy with the outcome, ask the staff member how you can suggest a change to the organisation’s policy (most organisations will be able to supply you with a contact for customer feedback). Suggesting a change to an organisation’s policy is not a waste of time – very often, it will be taken seriously, and may even bring about changes that will help others.

As life gets busier for organisations and their staff, it’s more important than ever for seniors to be seen and heard. Effective communication is the best way to make this happen.