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
2
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
3
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.
4
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
5
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
6
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
7
Parts of a Conversation
Greeting
Introduction
Exchange
Summary
Closing
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A greeting begins every conversation.
14.2 Face-to-Face Communication
8
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
9
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
10
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
11
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
12
Incoming Calls
Record voice mail
greetings
Take messages
Screen calls
Telephone messages may be delivered by e-mail.
14.3 Telephone Communication
13
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
14
Vocabulary
accessibility
blog
credibility
customer service
enunciation
external customer
internal customer
newsgroup
pitch
pronunciation
screening calls
tone
15