Crystal Clear Communication: How to Communicate Anything Clearly in Speech and Writing by Gary S. Goodman

Author:Gary S. Goodman
Language: eng
Format: epub
Publisher: G&D Media
Published: 2019-03-15T00:00:00+00:00

Chapter Four

Special Communication Challenges and Circumstances

There are several special circumstances in which achieving clarity in communications is essential, but two stand out: selling and customer service.

If you are not in business, if you do not work for someone else as an employee, and if you do not buy goods and services on the economy, this section may seem irrelevant.

But who doesn’t have to sell his ideas, his influence, and himself? And how can we get along in our world if we aren’t committed to serving each other, to helping ourselves and others achieve our goals and pursue our interests?

Everyone sells and everyone services, all the time, when you think about it. One of my best-selling books tacitly takes off on this theme: Selling Skills for the Non-salesperson. I maintain that we’re all sellers; some of us simply do it more deliberately and effectively than others.

In this chapter, we’re going to examine two wildly successful, crystal clear sales and service formats that I have devised and popularized.

Coincidentally, each of these formats contains a ultrasimple four-part sequence. They have been tested and refined in millions upon millions of successful sales and service experiences.

While you can use these methods right out of the box, without adding anything to the recipe, I want to make a larger point about them. Though I’m going to give you sufficient detail to employ them right away, it’s even more important for learning purposes to appreciate these patterns as indicating how you can fashion your own.

Who knows? You may come up with brilliant, crystal clear ways to sell, to service, and more, on your own, merely by studying the templates I’m about to give you. That would be great.

Plus, all of us are consumers. We buy things—luxuries and necessities—and we deserve to be treated well or at least fairly. So in this chapter you’ll learn some tips for getting satisfaction, and, when necessary, for complaining and winning by sending crystal clear messages and by resending them when necessary.

I’m Not Shopping Here

My local supermarket is part of a huge chain, and I need to disclose straightaway that they trained me as a retail clerk when I was in college.

One torturous week of intensive indoctrination helped to forge me into the customer-service champion I am—at least partly.

They taught me the that company guarantees everything it sells, period. That dedication to customer satisfaction has helped it to become and remain an icon in a competitive field.

So when the DVD kiosk at the market was broken, I strode up to the customer-service desk and started to return my rental to the clerk.

“Oh, no, I can’t take that. You’ll need to call an 800 number. We have nothing to do with that rental company!” She couldn’t spew it out fast enough.

“Oh, yes, you can!” I replied in direct contradiction, having done this once before and knowing if that store puts that DVD into commerce, it is to some extent responsible. Plus, knowing the chain’s overarching satisfaction policy, I wasn’t to be dissuaded from my purpose.

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