1. 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

2. 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.

3. 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

4. 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.

5. 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

6. 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

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

8. 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

9. 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

10. 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

11. 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

12. 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.

13. 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

14. 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

15. Stages of a Conversation
Greeting
Introduction
Exchange
Summary
Closing
Section 13.2

16. 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

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

18. 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

19. 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

20. 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.

21. Click here to go to Chapter 14 Click here to return to contents
Business Communications
Chapter 13
Communicating with Customers
2004
South-Western/Thomson Learning
Slide 21