Transcript CH14

Business
Communication
Chapter 14
Communicating with Customers
Copyright 2010 South-Western Cengage Learning
Importance of Customer Service
 Making a profit
 Customers as a source
of income
 Customers of nonprofit organizations
 External customers
 Internal customers
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External customers are people outside the
company to whom you sell products.
14.1 Customer Service
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Customer Service Culture
 Policies and procedures
 Customer contact
 Be accessible
 Give knowledgeable responses
 Use e-mail effectively
 Respond to Web site visitors
14.1 Customer Service
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Customer Interaction
 Make a good first
impression
 Provide quality service
 Be courteous
 Listen carefully
 Verify customer
understanding
 Determine needs
 Behave ethically
14.1 Customer Service
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Make eye contact and greet customers
when they enter your area.
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Manage Challenging Situations
 Refuse request gracefully
 Resolve complaints
effectively
 Match the solution to
the problem
 Deal with difficult
customers
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Listen carefully when a customer
explains a complaint.
14.1 Customer Service
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Truth on the Web
 Internet makes sharing “bad press” fast and easy
 Newsgroups
 Blogs
 Credibility of information
 Caution and good judgment should be used
14.1 Customer Service
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Communication and Your Voice
 Voice qualities
 Pitch
 Tone
 Speech clarity
 Enunciation
 Pronunciation
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The tone of your voice sends a
message to your listeners.
14.2 Face-to-Face Communication
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Parts of a Conversation
 Greeting
 Introduction
 Exchange
 Summary
 Closing
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A greeting begins every conversation.
14.2 Face-to-Face Communication
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Guidelines for Success
 Relax
 Think before speaking
 Listen carefully and
actively
 Use names
 Make eye contact
 Use a pleasant tone
 Be honest and sincere
14.2 Face-to-Face Communication
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Reading Aloud
 May be required on the job
 Consider your tone, volume, and speed
 Pronounce words correctly
 Enunciate clearly
14.2 Face-to-Face Communication
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Effective Telephone Communication
 Listen and observe
verbal cues
 Speak clearly
 Be courteous
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The telephone is an important tool for
business communication.
14.3 Telephone Communication
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Outgoing Calls
 Plan calls
 Take part in the
conversation
 Leave effective messages
Consider the time zone of the location
you are calling.
14.3 Telephone Communication
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Incoming Calls
 Record voice mail
greetings
 Take messages
 Screen calls
Telephone messages may be delivered by e-mail.
14.3 Telephone Communication
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National Do Not Call Registry
 Allows consumers to register telephone numbers
 Telemarketers may not call registered numbers
 Questions
1. Why would a person want to register his or her
telephone with the National Do Not Call Registry?
2. How long will a registered telephone number stay on
the registry?
school.cengage.com/bcomm/buscomm
14.3 Telephone Communication
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Vocabulary
accessibility
blog
credibility
customer service
enunciation
external customer
internal customer
newsgroup
pitch
pronunciation
screening calls
tone
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