Business Communications Tom Means Chapter 13: Communicating with Customers Business Communications Tom Means CHAPTER 13 Communicating with Customers © 2004 South-Western/Thomson Learning Slide 1

Two Types of Customers Internal customers External customers Others within the business – Manager, co-workers, delivery personnel, etc. External customers The businesses customers – People who purchase from the business.

Gaining Trust: Be Accessible Provide customers with at least two different ways to communicate with you. Let your customers know what times they can reach you. Assure customers that you will respond equally quickly to all means of communication. Section 13.1

Strong, Positive Service Culture Enables employees to make their own decisions. Employees have the authority to do whatever it takes to keep the customer happy.

Gaining Trust: Give Knowledgeable Responses Know your product or service well enough to provide knowledgeable responses. If you are unsure about a response, don’t guess; find out the answer. Simplify complex messages without insulting the customer’s intelligence. Section 13.1

Gaining Trust: Maintain Continuous Contact During the initial contact, explain to customers how and when they will be contacted. Advise customers on your progress. Make customers feel that answering their inquiries promptly and accurately matters to you. Section 13.1

Inadequate Customer Contact Quality Customer Contact Two Views of Customer Service Slide 7 Section 13.1

Making First Impressions Give customers prompt attention. Customers deserve to be helped as quickly as possible. If customers must be kept waiting, tell them the reason for the delay. Greet customers cheerfully. Your attitude influences customer reaction. Greet customers in a friendly, respectful manner. Section 13.1

Providing Service Be courteous. Listen carefully. Put forth your best effort with every customer. Learn about your customer’s culture. Listen carefully. Give your complete attention to all problems, even if they are common. Avoid actions that suggest you are not listening. (continued) Section 13.1

Providing Service (continued) Determine the customer’s purpose. Make sure you understand each customer’s specific needs. Apologize when necessary. After apologizing, assure your customer that you will deal with the error. Use tact and discretion. Talk with customers quietly and discreetly. Section 13.1

Treating Customers Ethically Ensure ethical communication. Fully disclose all information your customers need to make informed decisions. Give factual information to customers. Maintain confidentiality. Share confidential information only with authorized persons. Follow your company’s code of ethics. Section 13.1

Is anyone out there? When dealing with customers, a business needs to provide feed back. Nodding Smiling Facial expressions The customer will know that you are listening.

Communication and Your Voice Make your voice’s pitch comfortable and interesting to listen to. Most people prefer to listen to voices that are in the middle range of pitch. Speaking with no pitch variation is uninteresting to your listeners. Use an appropriate volume level for each situation. (continued) Section 13.2

Communication and Your Voice (continued) Alter the tone of your voice to send a positive message. Enunciate and speak slowly. Clear, correct enunciation makes you sound intelligent, confident, and knowledgeable. Learn correct pronunciation of words and people’s names. Incorrect pronunciation distracts your listeners. Section 13.2

Stages of a Conversation Greeting Introduction Exchange Summary Closing Section 13.2

Telephone Communication Plan calls. Have all necessary information near you. Make a list of points to cover during the call. Identify yourself. Greet the recipient by name. Identify yourself and your organization immediately. Speak courteously. Be polite--use “please” and “thank you.” Ask the recipient if he has time for the call now. Section 13.2

Telephone Communication Use a pleasant, low tone of voice Take messages accurately Transfer calls efficiently Close conversations cordially Thank you and your welcome

Cell Phone Communication He/she is not paying attention because he/she is driving Doesn’t care enough to use office time for the call

E-mail Communication Identify yourself and you company Clearly stat the purpose of the message Indicate what should or will happen next. Ask if recipient wants lengthy documents as attachments. Use standard format (not ALL CAPS) Proofread the message

One-on-one Communication Relax Think before you speak Listen carefully Use names Maintain appropriate eye contact Use a pleasant, appropriate tone of voice Be honest and sincere.

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