Sample Business Communication Chapter PowerPoint

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Chapter 14 Communicating with Customers Business Communication Copyright 2010 South-Western Cengage Learning

Importance of Customer Service : 

Importance of Customer Service 2 14.1 Customer Service Making a profit (more income than expenses) Customers as a source of income (b/c they buy the products) Customers of non-profit organizations External customers – people outside the company to whom you sell products Internal customers – another employee who works for the same company as you do Customer Service – the performance of activities to ensure customer satisfaction

Customer Service Culture : 

Customer Service Culture 3 14.1 Customer Service A Company w/CSC Has policies in place for employees to satisfy customers Allows employees to use their own initiative in solving customer problems Provides customer service training for employees Policies and procedures Different from company to company In place to protect the customer as well as the company

Customer Service Culture : 

Customer Service Culture 4 14.1 Customer Service Customer contact Is any meeting or communication you have with a customer Be accessible (Accessibility) How easy is it for customers to contact you Give two ways to be reached Give knowledgeable responses Know the product (don’t guess about it) Don’t be afraid to say, “I don’t know.” But seek the answer. Use e-mail effectively (Guidelines on page 533) Respond to Web site visitors (Guidelines on page 534)

Customer Interaction : 

Customer Interaction Make a good first impression Be ready to receive customers by giving them prompt attention Greet them cheerfully Provide quality service Be courteous and polite (Always maintain a professional attitude) Listen carefully (Maintain eye contact and respond to the customer) Verify customer understanding (Do they understand what you are saying?) 5 14.1 Customer Service

Customer Interaction : 

Customer Interaction Provide quality service (continued) Determine needs (Listen and do not try to sell them a product that they do not need) Behave ethically (Apply the Golden Rule) 6 14.1 Customer Service

Manage Challenging Situations : 

Manage Challenging Situations Refuse request gracefully Use the indirect approach Explain in a positive way why there is a refusal Apologize for the product malfunction or whatever the problem Restate the company policies if applicable Resolve complaints effectively Make sure you understand the complaint Apologize if necessary If in error, assure customer that it will be corrected and how If not in error, end the conversation on a positive 7 14.1 Customer Service

Manage Challenging Situations : 

Manage Challenging Situations Match the solution to the problem Be sure the solution to the problem is equivalent to the problem Deal with difficult customers Identify the problem Listen carefully and show empathy & respect Recognize customers emotions Remain professional (do not take the customer’s criticisms personally) 8 14.1 Customer Service

Truth on the Web : 

Truth on the Web Internet makes sharing “bad press” fast and easy Newsgroups – an online discussion group that focuses on a specific topic Blogs – an online journal posted on a Web site Credibility of information – being believable or trustworthy Caution and good judgment should be used 9 14.1 Customer Service

Communication and Your Voice : 

Communication and Your Voice 10 14.2 Face-to-Face Communication © Digital Vision / Getty Images The tone of your voice sends a message to your listeners. Voice qualities Pitch Tone Speech clarity Enunciation Pronunciation

Parts of a Conversation : 

Parts of a Conversation 11 14.2 Face-to-Face Communication © AbleStock / Jupiter Images A greeting begins every conversation. Greeting Introduction Exchange Summary Closing

Guidelines for Success : 

Guidelines for Success 12 14.2 Face-to-Face Communication Relax Think before speaking Listen carefully and actively Use names Make eye contact Use a pleasant tone Be honest and sincere

Reading Aloud : 

Reading Aloud May be required on the job Consider your tone, volume, and speed Pronounce words correctly Enunciate clearly 13 14.2 Face-to-Face Communication

Effective Telephone Communication : 

Effective Telephone Communication 14 14.3 Telephone Communication © Stockbyte / Getty Images The telephone is an important tool for business communication. Listen and observe verbal cues Speak clearly Be courteous

Outgoing Calls : 

Outgoing Calls 15 14.3 Telephone Communication Consider the time zone of the location you are calling. Plan calls Take part in the conversation Leave effective messages

Incoming Calls : 

Incoming Calls 16 14.3 Telephone Communication Record voice mail greetings Take messages Screen calls

National Do Not Call Registry : 

National Do Not Call Registry 17 Allows consumers to register telephone numbers Telemarketers may not call registered numbers Questions Why would a person want to register his or her telephone with the National Do Not Call Registry? How long will a registered telephone number stay on the registry? 14.3 Telephone Communication

Vocabulary : 

Vocabulary 18

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