Communication with customers
List the ways employees can effectively communicate with customers
Verbal, written, non-verbal, face to face, over the telephone, electronically
What classifies a customer with special needs?
An illness
Disability
Or are from non english speaking background
Define quality customer service
An employees ability to have a detailed knowledge of a range of products and services offered within a business services workplace.
List reasons for customer dissatisfaction, problems and complaints:
Rude staff
Hidden costs
Slow delivery
Faulty products
Misleading advertising
If a worker is unsure of how to answer a customer's answer, what must they tell them?
You will find out the answer very shortly and contact you privately or they will be transferred to someone who will be more educated on the topic. You will ask the customer for their name, if they are ok with being transferred and their best contact number.
List some ways employees can communicate with customers
verbal, non-verbal, written, electronically, face-t-face, over the phone
Why is it important to have a positive attitude, good communication skills and patience with a customer with special needs?
These customers may have difficulty communicating what they need or take longer to process information.
All customers must be treated with respect.
What is a way in which a business would receive loyal customers?
Getting to know your customers, (eg. there name, previous conversations and asking if you can help them with anything else)
You must go above and beyond to gain the trust of your customers.
Why is it important to record details of the conversation and discussions regarding the complaints?
It is easier to track problems and identify patterns in a business because this information is in a central place.
What are the steps you follow when a difficult or abusive customer enters the business?
Listen carefully to their problem, provide an apology, do not retaliate, and ask your supervisor if you are unsure on how to deal with the situation.
Why is good communication important?
Good communication skills involve the use of correct grammar, punctuation, spelling. The reader will develop an opinion based on these and errors will give a negative impression.
How can a business cater to special needs customers?
providing appropriate products or information to cater to their traits
Adapt/change a product for their needs
Why is it important to have effective communication between workers and management?
It ensures everyone is on the same page and working towards the same goal. It also enables workers to share problems and their positive experiences in the workplace with their supervisors.
There are 4 workplace practices for recording and reporting customer complaints and feedback, what are they?
Formal, Informal, Verbal and Written
What are the correct steps (etiquette) when transferring a call?
Give the customer your name and extension number
Ask if it’s okay if you transfer their call
Wait for the other person to answer and explain the situation
Go back to the customer and thank them for their patience
Explain the importance of a teamwork approach
Everyone must work towards the same goals. Strong teams ensure consistency of communication with the customer, everyone takes responsibility for their actions. Everyone’s work can be better coordinated with this communication - encouraged to share problems and positive experiences to supervisors so they know how to work to achieve better results or what to continue doing. A weak team shows the customer that they don’t communicate and lack ownership for actions.
What is a vital tip for communicating with a customer with a disability
Be considerate of the extra time it may take some customers to do or say some things.
Don’t patronise or talk down to a person with a disability, or assume that they won’t understand you.
What must an employee do if there are delays in the delivery or production of services
Give a reasonable explanation for the problem and provide a solution to the customer. You must also keep customers up to date with the process and updates on their service, throughout shipment.
Some customer complaints may be difficult to resolve, this requires good business _______ and _________ and courteous communication and strong conflict resolution skills.
Polices and processes
Explain how/why developing rapport is important with customers
Rapport is about getting on well with the person and having things in common, making communication easier and more effective. This is built by being polite, using some humour, showing empathy, talking about safe topics for small talk, and being conscious of body language. By smiling, being polite and genuine and asking open questions will help to build a rapport with the customer.
How can employees ensure effective communication is delivered to ensure customers?
Communication needs to be:
Courteous - respect the receiver (never raise your voice),
Clear - receiver understands the conversation.
Concise - keep the information short and to the point
Accurate - never give wrong information, always tell the truth.
If a customer is blind or has low vision, you should consider:
describing the layout of the area to them, especially any obstacles like stairs or furniture.
don’t distract a guide dog or assistance animal by patting it or giving it food.
Provide examples in which customers can provide feedback to the business or customer service.
- Automatic survey at the end of the phone call
- Sending forms via email for customers to complete
- Face to face
- Social media
- Reviews on businesses website
What are 2 reasons why staff may be dissatisfied?
Lack of training, not feeling valued, receiving little positive feedback, kept out of the communication loop.
How must you assist the customers from a diverse background
Show empathy, have an open mind, speak at a slower pace and ask for any repetitions of sentences if you are unsure of what the customer asks of you.