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“Truly listening is hearing the needs of the customer, understanding those needs, and making sure the company recognizes the opportunity they present.” Frank Eliason
“Truly listening is hearing the needs of the customer, understanding those needs, and making sure the company recognizes the opportunity they present.” Frank Eliason
Communicating with the Public
Communicating with the Public
When communicating to the public as an employee, everyone needs to be more aware of the message they are communicating to the client/customer and whether that message is inline with the company's belief system.
When communicating to the public as an employee, everyone needs to be more aware of the message they are communicating to the client/customer and whether that message is inline with the company's belief system.
Entrepreneur Magazine explains that great customer service can be very simple, whether you are dealing with clients on the phone, via email, through social media, or in person. They explain that there are 4 keys to excellent customer service which include:
Entrepreneur Magazine explains that great customer service can be very simple, whether you are dealing with clients on the phone, via email, through social media, or in person. They explain that there are 4 keys to excellent customer service which include:
Nail the first impression: let the customer know they are important, valued, and that you are a professional
Keep wait times to a minimum: don't allow customers to sit on hold for an unreasonable amount of time, wait in line while you do things that can be attended to at another time, or send an email that doesn't get responded to in a reasonable amount of time
Make customer service a priority: listen to their concern or needs and honestly try and address them with what you can and can't do
Speak to your customer like they are a real person: although customers aren't your personal friends and you should always always recognize you are in a business setting, you need to also be who you are in any interaction and don't be afraid to say you need to discuss this with your boss or you can't answer their question but will get someone who can
A tip jar with bills and coins inside.
Negative Customer Feedback
Negative Customer Feedback
Sometimes, businesses get bad reviews, trolls, or negative comments on their social media accounts. As with any other communication for a business, any/all responses need to be professional and an attempt to fix the situation.
Sometimes, businesses get bad reviews, trolls, or negative comments on their social media accounts. As with any other communication for a business, any/all responses need to be professional and an attempt to fix the situation.
Please read the article 8 Ways to Deal with Negative Social Media Comments. After reading the article, decide how you would deal with the following negative social media posts/comments using the tips from the article.
Please read the article 8 Ways to Deal with Negative Social Media Comments. After reading the article, decide how you would deal with the following negative social media posts/comments using the tips from the article.
The quality of the t-shirt I got there was horrible! It fell apart the first time I washed it. Don't waste your money at this store!!!
The owner came to install my air conditioner and was a very abrasive person. I know it's hot, I know he had to work in the sun, but when I asked him to do a couple of other electrical jobs for me he said no. Is this customer service?
Watch Your Tone!
Watch Your Tone!
Effective communication requires that you consider not just WHAT you say, but HOW you say it.
Read the article: Tone of Voice in Communication: Effective Communication Tips and summarize your takeaways in your student workbook.
MINDS ON
MINDS ON
💡 Reflection
💡 Reflection
The information in this module is meant to help you become a strong, professional communicator. Communicating with the public can be difficult; dealing with emotional customers, difficult or stressful situations, or misunderstandings.
Things to consider:
Have you experienced poor or rude customer service? How did it make you feel? Do you think the employee was representing the company well at that moment? Explain.
Using the techniques covered in the module, how would you respond to an email from an angry, dissatisfied customer? Give an example.
Have you ever been accused of taking the wrong tone? Or know somebody who hears that feedback on a regular basis? How can you improve your sensitivity to tone in both verbal and non-verbal communications?
Record your answer in your Student Workbook.
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