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

2. Importance of Customer Service
Making a profit
Customers as a source of income
Customers of non-profit organizations
External customers
Internal customers
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External customers are people outside the company to whom you sell products.
14.1 Customer Service

3. Customer Service Culture
Policies and procedures
Customer contact
Be accessible
Give knowledgeable responses
Use effectively
Respond to Web site visitors
14.1 Customer Service

4. Customer Interaction Make a good first impression
Provide quality service
Be courteous
Listen carefully
Verify customer understanding
Determine needs
Behave ethically
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Make eye contact and greet customers when they enter your area.
14.1 Customer Service

5. Manage Challenging Situations
Refuse request gracefully
Resolve complaints effectively
Match the solution to the problem
Deal with difficult customers
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Listen carefully when a customer explains a complaint.
14.1 Customer Service

6. Truth on the Web Internet makes sharing “bad press” fast and easy
Newsgroups
Blogs
Credibility of information
Caution and good judgment should be used
14.1 Customer Service

7. Communication and Your Voice
Voice qualities
Pitch
Tone
Speech clarity
Enunciation
Pronunciation
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The tone of your voice sends a message to your listeners.
14.2 Face-to-Face Communication

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

9. Guidelines for Success
Relax
Think before speaking
Listen carefully and actively
Use names
Make eye contact
Use a pleasant tone
Be honest and sincere
14.2 Face-to-Face Communication

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

11. Effective Telephone Communication
Listen and observe verbal cues
Speak clearly
Be courteous
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The telephone is an important tool for business communication.
14.3 Telephone Communication

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

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

14. National Do Not Call Registry
Allows consumers to register telephone numbers
Telemarketers may not call registered numbers
Questions
Why would a person want to register his or her telephone with the National Do Not Call Registry?
How long will a registered telephone number stay on the registry?
school.cengage.com/bcomm/buscomm
14.3 Telephone Communication

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