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

2. Importance of Customer Service 2 14.1 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

3. Customer Service Culture 3 14.1 Customer Service Policies and __________ Customer contact Be _______ Give _________responses Use e-mail effectively Respond to Web site visitors

4. 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. 14.1 Customer Service

5. 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. 14.1 Customer Service

6. Truth on the Web _______makes sharing “bad press” fast and easy Newsgroups _______ Credibility of information Caution and good __________should be used 6 14.1 Customer Service

7. Communication and Your Voice 7 14.2 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

8. Parts of a Conversation 8 14.2 Face-to-Face Communication © AbleStock / Jupiter Images A greeting begins every conversation. Greeting Introduction Exchange Summary Closing

9. Guidelines for Success 9 14.2 Face-to-Face Communication Relax ______before speaking Listen carefully and _______ Use names Make ___contact Use a pleasant tone Be _____and sincere

10. Reading Aloud May be required on the job Consider your tone, ______, and speed Pronounce words correctly ________ clearly 10 14.2 Face-to-Face Communication

11. Effective Telephone Communication 11 14.3 Telephone Communication © Stockbyte / Getty Images The telephone is an important tool for business communication. _____and observe verbal cues Speak ______ Be courteous

12. Outgoing Calls 12 14.3 Telephone Communication Consider the time zone of the location you are calling. Plan calls Take part in the ________ Leave effective _______

13. Incoming Calls 13 14.3 Telephone Communication Record voice mail _________ Take messages Telephone messages may be delivered by e-mail. Screen calls

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