1. Ref: Pinner, D Communication Skills ch. 27 pp327 -331
Group Dynamics
Communicating with Customers
Ref: Pinner, D Communication Skills ch. 27 pp
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2. Customer Relations and service
treating customers as you like to be treated
if you treat your customers well, your organization will succeed
Like the saying goes…
“Do unto others what you want done unto you…”
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3. Importance of Customer Relations
The most important factor in a business.
Need to keep a good relationship with your customers to be able to keep them
Without the customers you may lose your job/business
Ensure that you provide efficient, professional, quality and friendly service
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4. Barriers to good customer service
Having uncaring attitude
Promising something you can’t offer
Failing to listen to the customer
Putting cost control first rather than your customers’ satisfaction
Not being there for your customers (Phantom salespeople)
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5. How to improve customer relations
Customer research –
find out what type of service they want/need
how can the present service be
improved
Make sure customers feel welcomed, part of your organization/company –
greet them by name
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6. Continuation…. Look smart, presentable, caring and professional
Make your customer feel comfortable
Find quick/efficient solutions for your customer
Having good listening skills
Managing your telephone well
Reply promptly to your customers complaints
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7. Cont….
Keep calm when encountering angry customers – Apologize for the wrong – try to solve problem as soon as possible
Don’t get personally upset about rude customers, stay polite and ignore their rudeness
Be pleasant and carry out your duties efficiently
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8. Conclusion
Always remember that your actions speak louder than your words…
Be aware of your NVC and always try to control and maintain PROFESSIONALISM in all areas of your work.