​Plain language is customer service

Plain language is customer service. Photo courtesy of BigStock.

As I holidayed this summer, in Canada and in the US, I found myself comparing levels of and styles of customer service. Experiencing a lack of clarity in instructions, directions and information, it reminded me that plain language truly is a form of customer service excellence.
 
Any business can gain an advantage by using plain language. In preparing for my presentation The Solution to Persuading Plain Language Sceptics—Training for the PLAIN 2017 Conference: Improving Client Relationships, I became even more convinced we need to really persuade clients—internal and external—to integrate plain language with customer relations initiatives.
 

What benefits does plain language provide?

Unhappy clients can mean a loss of business and negative publicity. It can affect staff morale, productivity and commitment. No one wants these. Incorporating plain language and supporting it with training offers huge benefits for your staff and clients:

• greater effectiveness
• improved team skills and confidence
• enhanced brand, services and reputation.

There is no one-size-fits-all plain language solution. But with ample guidelines available and consultants offering services such as writing, designing and training, you can really make progress building a plain language commitment that suits your and your clients' needs.
 
What are my plain language training needs?

The best way to plan your plain language training is to begin with a thorough audit of what communication training has been or is being delivered. Identify key customer relations problems—existing or potential.  Then assess who needs which skills or knowledge in clear communication. Once all these are agreed, the plan can take shape. Plain language training can be stand-alone, integrated or connected to a specific project.
 
What should we focus on?

• Audience: who you are targeting—internal and external.
• Purpose: why you are doing it, the problems you are solving, what results you want.
• Key skills needed: identify as part of planning and evaluating.

This basic approach will form a strong foundation, whether you are in-house discovering staff needs or client issues, acting as a consultant, or a trainer providing workshops.
 
What results should we look for?
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Integrate plain language training or consulting into every customer service initiative. Ensure staff can effectively connect with clients using clear communication for problem solving and promotions. Look for and measure the improvements:

• fewer complaints
• faster services
• happier clients.

Check the PlainLanguageAcademy.com Calendar for courses that can help. We offer three options for Course 6: Plain Language Project, including coaching and consulting combinations.
 
 
 

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