Business Communication Chapter 14 Communicating with Customers Copyright

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 © Digital Vision / Getty Images 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 © Digital Vision / Getty Images 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 14. 1 Customer Service © Digital Vision / Getty Images Listen carefully when a customer explains a complaint. 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 qualities Pitch Tone Speech clarity Enunciation Pronunciation © Digital Vision / Getty Images 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 © Able. Stock / Jupiter Images 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 © Stockbyte / Getty Images 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