2. Aim
• To identify vocabulary related to Communication
with Customers and familiarize himself/herself
with Communication benefits
Instructional Objectives
• To plan a Communication session during role plays
after comprehending reading, speaking and
listening tasks
Learning Outcomes
• Reading and Speaking
4. Index
• Speaking as productive skill
• Practice speaking
• Improve your speaking skills
• Important skills in communication
• Tips to improve speaking skills
• Web links
5. Communication with Customers
What is Communication?
The process in which information, ideas, and
understanding are shared between two or more
people.
6. Communication with customers? Need!!!
Customer Service requires the ability to
communicate effectively. Frequently,
individuals think that they are communicating,
but the element of understanding may not be
taking place. Customer service providers must
develop their communication skills so that they
are proficient in all methods of
communication.
7. Building Customer Communication
One way to develop a more intimate understanding
of customers is to build customer intelligence.
Customer Communication is the process of
gathering information, building a historical database,
and developing an understanding of current,
potential, and lapsed customers. Customers are
actively participating in the providing of this
information.
8. Building Customer Communication
• Customer Communication can enhance the
possibility of improved relationship marketing.
Relationship Marketing is the process of
cultivating a lasting and mutually beneficial
connection with customers. Many businesses
have a considerable amount of information
about customers at their disposal.
9. Customer information
• Customer information the methods by which
customers choose to conduct their business (ie
buy theater tickets on-line rather than from the
sales person at the end of the line up).The time
of day they do their business. The depth of
their expectations, purchase patterns, and level
of interaction.
10.
11. Methods of communication
1) Listening – the ability to listen and to
understand
2) Writing – communicating by using the
written word so that others can understand
the intended message (no ambiguity)
3) Talking – using words and terminology that
others can comprehend. (tone, attitude,
volume, word choice)
4) Reading – the ability to look at and
comprehend the written word.
17. Tips to improve Communication skills
• Practice more- set yourself – for example 21
days
• Make it a ritual- daily speaking patterns
• Choose carefully what to speak( pick
something interesting)
• Don’t be too ambitious.
• Be true to yourself.
