Chapter 14Communicating with Customers

Business Communication

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Importance of Customer Service

214.1 Customer Service

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External customers are people outside the company to whom you sell products.

Making a profitCustomers as a

source of incomeCustomers of non-

profit organizations External customersInternal customers

Customer Service Culture

314.1 Customer Service

Policies and proceduresCustomer contact

Be accessible Give knowledgeable responsesUse e-mail effectivelyRespond to Web site visitors

Customer InteractionMake a good first

impressionProvide quality

serviceBe courteousListen carefullyVerify customer

understandingDetermine needsBehave ethically

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Make eye contact and greet customers when they enter your area.

14.1 Customer Service

Manage Challenging SituationsRefuse request

gracefullyResolve complaints

effectivelyMatch the solution

to the problemDeal with difficult

customers

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Listen carefully when a customer explains a complaint.

14.1 Customer Service

Truth on the WebInternet makes sharing “bad press” fast and

easyNewsgroupsBlogsCredibility of informationCaution and good judgment should be used

614.1 Customer Service

Communication and Your Voice

714.2 Face-to-Face Communication

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The tone of your voice sends a message to your listeners.

Voice qualitiesPitchTone

Speech clarityEnunciationPronunciation

Parts of a Conversation

814.2 Face-to-Face Communication

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A greeting begins every conversation.

GreetingIntroductionExchangeSummaryClosing

Guidelines for Success

914.2 Face-to-Face Communication

RelaxThink before

speakingListen carefully

and activelyUse namesMake eye contactUse a pleasant toneBe honest and

sincere

Reading Aloud May be required on the jobConsider your tone, volume, and speedPronounce words correctlyEnunciate clearly

1014.2 Face-to-Face Communication

Effective Telephone Communication

1114.3 Telephone Communication

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The telephone is an important tool for business communication.

Listen and observe verbal cues

Speak clearlyBe courteous

Outgoing Calls

1214.3 Telephone Communication

Consider the time zone of the location you are calling.

Plan callsTake part in the

conversationLeave effective

messages

Incoming Calls

1314.3 Telephone Communication

Record voice mail greetings

Take messages

Telephone messages may be delivered by e-mail.

Screen calls

National Do Not Call Registry

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Allows consumers to register telephone numbers

Telemarketers may not call registered numbers

Questions1.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

Vocabulary

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accessibilityblogcredibilitycustomer serviceenunciationexternal customer

internal customernewsgrouppitchpronunciationscreening callstone