Your SlideShare is downloading. ×
Communicating with customers
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Communicating with customers

283
views

Published on

Published in: Business, Education

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
283
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
9
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. In complete silence, look at the picture for one minute and write in the comment boxwhatever comes to your mind.Be prepared to feedback to the rest of the class.
  • 2. Communicating with CustomersLearning objectives:Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methods available online? In your books, make a list of how businesses can communicate with customers using the internet.
  • 3. Communicating with CustomersLearning objectives:Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methods available online? Every business knows that the key to good customer relations is providing excellent customer service. There are now a range of different methods to communicate with customers online. In this lesson, we will be investigating and analysing the ways that business communicate using Internet technologies.
  • 4. Communicating with Customers Communicating with CustomersLearning objectives:Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methods available online? Email: Companies usually provide an email address on their website which customers can use to send enquires.
  • 5. Communicating with CustomersLearning objectives:Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methods available online?Instant Messaging (IM): Some websites have a link which can be used to start a chat facility so that customers can discuss the products and services supplied by the company in real time.Online help: Another feature allows the customer to enter questions and the computer then responds with an appropriate answer. This gives the impression that you are speaking to a real person, but it is a computer generated conversation.Try it: http://www.ikea.com/ms/en_US/customer_service/contact_us/contact.html
  • 6. Communicating with CustomersLearning objectives:Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methodsavailable online? Blogs: More and more companies are now creating blogs to keep customers updated on current products and services. This is a great way for a business to show that it cares about its customers and their ideas. It can also be used to receive useful suggestions from companies on how to improve products and services. What would be the drawbacks of using blogs?
  • 7. Communicating with CustomersLearning objectives:Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methodsavailable online? Video Conferencing: Some companies use video conferencing to take part in a conversation with customers. This is good for customers who live in a different country or are interested in making a large purchase. It gives them the opportunity to talk face to face which enables good customer relations.
  • 8. Communicating with CustomersLearning objectives:Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methodsavailable online? VoIP: Voice of Internet Protocol (VoIP) allows companies to keep in touch with customers by speaking rather than using text on screen. It is a convenient way of communicating clearly and effectively.
  • 9. Communicating with CustomersLearning objectives:Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methods available online?TASK: Draw a VENN Diagram in your books and decide whether the factors are the advantages of VoIP, Video Conferencing or both VoIP Video Conferencing BOTH 1) No Travelling 2) More Secure 3) Minimal equipment 4) Global Service 5) Good Customer Service 4) Virtual Meetings 7) Quicker Business Decisions 8)Take calls anywhere 9) Cheap calls
  • 10. Communicating with CustomersLearning objectives:Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methods available online?TASK: Draw a VENN Diagram in your books and decide whether the factors are the disadvantages of VoIP, Video Conferencing or both VoIP Video Conferencing BOTH 1) Costly set up 2) Compatibility problems 3) Latency 4) Internet dependent 5) Low quality connection
  • 11. Communicating with CustomersLearning objectives:Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methodsavailable online? Task 2: Imagine you want to buy something online and need to communicate with a customer service representative. Which method of communication would you prefer? Give reasons for your choice.
  • 12. Communicating with CustomersLearning objectives:Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methodsavailable online? EXTENSION 2)What are the advantages for a business of using email to communicate with customers? 3)What are the disadvantages of using IM? 4)What hardware do you need for VoIP?
  • 13. Communicating with CustomersLearning objectives:Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methodsavailable online? Plenary In your book write a summary about what you learned today. Use the learning objectives to help you. You can start like this: In today’s lesson I learned……….
  • 14. Communicating with CustomersLearning objectives:Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methodsavailable online? Homework: In the lesson you analysed the Anna feature used by IKEA where customers type in a question and the system picks up the keywords and generates a response. For homework write a list of common questions that customers might. Try to write sample answers to the questions too. Due: Friday 18th May