Chapter 14 Communicating with Customers Business Communication Copyright 2010 South-Western Cengage Learning

Importance of Customer Service Customer Service © Digital Vision / Getty Images External customers are people outside the company to whom you sell products. Making a _____ Customers as a source of ______ Customers of non- profit organizations _______ customers

Customer Service Culture Customer Service Policies and __________ Customer contact Be _______ Give _________responses Use effectively Respond to Web site visitors

Customer Interaction Make a good first __________ Provide quality service Be _______ Listen carefully Verify customer __________ Determine needs Behave ________ 4 © Digital Vision / Getty Images Make eye contact and greet customers when they enter your area Customer Service

Manage Challenging Situations Refuse request ________ Resolve complaints _______ Match the solution to the problem Deal with difficult customers 5 © Digital Vision / Getty Images Listen carefully when a customer explains a complaint Customer Service

Truth on the Web _______makes sharing “bad press” fast and easy Newsgroups _______ Credibility of information Caution and good __________should be used Customer Service

Communication and Your Voice Face-to-Face Communication © Digital Vision / Getty Images The tone of your voice sends a message to your listeners. Voice qualities Pitch Tone Speech clarity Enunciation Pronunciation

Parts of a Conversation Face-to-Face Communication © AbleStock / Jupiter Images A greeting begins every conversation. Greeting Introduction Exchange Summary Closing

Guidelines for Success Face-to-Face Communication Relax ______before speaking Listen carefully and _______ Use names Make ___contact Use a pleasant tone Be _____and sincere

Reading Aloud May be required on the job Consider your tone, ______, and speed Pronounce words correctly ________ clearly Face-to-Face Communication

Effective Telephone Communication Telephone Communication © Stockbyte / Getty Images The telephone is an important tool for business communication. _____and observe verbal cues Speak ______ Be courteous

Outgoing Calls Telephone Communication Consider the time zone of the location you are calling. Plan calls Take part in the ________ Leave effective _______

Incoming Calls Telephone Communication Record voice mail _________ Take messages Telephone messages may be delivered by . Screen calls

Vocabulary 14 accessibility blog credibility customer service enunciation external customer internal customer newsgroup pitch pronunciation screening calls tone