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Unit 22 - Communication With Customers

Reading: Turning complains to your advantage. Training in customer communication skills. Listening: Communicating with customers at Espresso. Customer communication at Not Just Food. Speaking: Discussion: Effective methods of communication. Advice on dealing with complaints. Vocabulary: Customer collocations: Rapport, retain, etc.

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Miguel Angel Escoto Cano
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146 views

Unit 22 - Communication With Customers

Reading: Turning complains to your advantage. Training in customer communication skills. Listening: Communicating with customers at Espresso. Customer communication at Not Just Food. Speaking: Discussion: Effective methods of communication. Advice on dealing with complaints. Vocabulary: Customer collocations: Rapport, retain, etc.

Uploaded by

Miguel Angel Escoto Cano
Copyright
© © All Rights Reserved
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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BUSINESS ENGLISH II

Unit 22: Communication with


customers
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Main idea
In today’s tough economic climate, it is critical
to effectively communicate with your
customers to provide superior service,
improve efficiency and reduce costs.

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Businesses must
maximize the
effectiveness of their
daily communications
such as bills, statements
and correspondence,
and improve customer
interactions consistently
across a multitude of
media channels and
customer touch points.

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Mention different ways
of communicating with
costumers:

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What are the
preferred customer
channels?

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Customer Touch Point
Each statement, invoice, bill, or
notification is a customer touch
point. Anything that provides
customers with an
opportunity to interact with
their company is a touch
point, and these can directly
affect how your customers
perceive your brand and their
overall customer experience.

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If the message is confusing or fails to
engage the customer, the brand takes a
hit. Negative outcomes run the gamut from
payment delays and increased support calls to
costly customer defection.

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Most people assume communication is about
speaking. However to be a good
communicator you need to firstly be a
good listener. The listening process has
three parts:

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a) Hearing
This is the physical sensory part, where
sound waves travel from the speaker
into our ear to our ear drums.

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b) Listening
This is the perception part, our body and
spirit being attentive and engaged with
the speaker to maximise intake of
information. Giving people time and space to
speak is foremost.

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c) Interpreting
This is the cognitive part, where our brain
receives the information and starts to
make sense of it. If we jump to conclusions
we stop listening and interrupt the speaker.

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How you interpret information therefore
plays a big part in determining the power
of your listening skills…and therefore your
power to understand people.

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If we want to create trust, confidence,
credibility and influence with our customers
we must work hard to listen genuinely in
order to fully understand them.

We need to diagnose first…then prescribe.

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Only once we have understood the
needs, concerns, issues and feelings of
our customers can we begin to serve
them, meet their needs and resolve
their problems. We will also be in a
position of trust and credibility in order to
influence and lead them.

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For more tricky customer situations, such
as a problem or complaint, practice
empathetic listening.
To help do this, you can:
• · Repeat back key phrases that they say in a
supportive tone.
• · Rephrase / summarise the content of their
communication to check understanding.
• · Reflect the feelings in their communication
to check understanding.

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