Ref: Pinner,D Communication Skills ch. 27 pp327 -331 Group Dynamics Communicating with Customers Ref: Pinner,D Communication Skills ch. 27 pp327 -331 Written & prepared by Tanya R. Vatubua.

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…” Written & prepared by Tanya R. Vatubua.

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 Written & prepared by Tanya R. Vatubua.

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) Written & prepared by Tanya R. Vatubua.

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 Written & prepared by Tanya R. Vatubua.

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 Written & prepared by Tanya R. Vatubua.

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 Written & prepared by Tanya R. Vatubua.

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. Written & prepared by Tanya R. Vatubua.