summary_ch06 - smiling over the phone planning difficult...

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Summary Client (or customer) service involves an organisation-wide policy that puts people first and does not distinguish between internal and external customers. Effective customer service balances speed and efficiency with friendly, professional, personalised attention. Every successful company should have a procedure for dealing with customer complaints which staff understand and accept, and which involves consultation with clients. When a customer approaches you with a problem, you need to stay calm and gather all the facts by using open and reflective questions. Overcome the visual barrier in telephone communication by: introducing yourself offering information to help listeners state their requests clearly
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Unformatted text preview: smiling over the phone planning difficult calls giving positive feedback throughout the call confirming your understanding of the message stating clearly what will happen as a result of the call noting the details of the message. Businesses can improve their service to clients by encouraging feedback through a range of informal and formal sources. Clients need to feel valued by the organisation and there are many ways of promoting this, including keeping customer records updated, rewarding customer loyalty, and maintaining after-sales service. Worthwhile advertising depends on matching the type of promotion to your marketing aims, determined by your clients needs....
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This note was uploaded on 05/20/2010 for the course BUSINESS Communicat taught by Professor N/a during the Spring '10 term at Open Uni..

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