Chapter 7 Comm

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Anonymous
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67416
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Chapter 7 Comm
Updated:
2011-02-19 03:19:31
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Chapter Comm
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Chapter 7 Comm
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  1. Customer
    individual who receives the products
  2. Operations Centered Organization
    • 1. How can we sell our product
    • 2.Serves the coroporation
    • 3.Making things easy for the client
    • 4.Product features
    • 5.Cuts costs.
  3. Client Centered Element Organization
    • 1. How can we help our clients
    • 2.Serves the client
    • 3.Making things easy for employees
    • 4.Customer benefits
    • 5.Demonstrates advantages
  4. Customer centered communication
    • 1.Welcoming Statements-welcomes customers in a office
    • 2.Self help info
    • 3.Responsiveness to requests for help-personal help
    • 4.Location and parking-
    • 5. Respect and dignity
  5. Active listening
    knows and understands what someone is saying.
  6. Engaging the Conversation
    • 1. Show friendly interest
    • 2.Use good posture
    • 3.Indentify an area of interest
    • 4.Judge content, not delivery
    • 5.Maintain emotional control
    • 6. Listen for ideas not isolated facts and details
    • 7. work at listening
    • 8. Resist distractions
    • 9.Excercise your mind
    • 10.Analyze as you listen
  7. Recovering Loss and Mistakes
    • 1. Show concern
    • 2. Apologize
    • 3.Solve problems fairly
    • 4.Thank customer
    • 5.offer compensation
  8. Handling Requests
    • 1. Understand the request
    • 2. info is accuate
    • 3.Do make promises or give potenitaly false or misleading ansers
    • 4. Tell customer clearly what you can do
    • 5. When you do have to say no , show empathy
  9. Angry Customers
    • 1.Give customer full attention
    • 2. Acknowledge dissatisfaction
    • 3.Offer feedback what the customer has said
    • 4. Apologize
    • 5. Work together to meet customers expecatation.
  10. Talking on Telephone
    • 1.Answer 3 rings or less
    • 2.Identify your name
    • 3.Friendly voice
    • 4.tell the customer what action you will take
    • 5.Indicate timeframe, if not possible immediately
    • 6.Before put on hold, ask if you can do so. Never keep more than 45 seconds without apology
    • 7.Return phone calls promply.
  11. Creating a Cycle of Change
    • 1. Set service gorals
    • 2. Find ways to measure the outcomes of goal
    • 3. Make a list of what the organization has learned form measuring outcome
    • 4.Implement policies

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