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Effective Communication and Customer Service Skills

Learn the importance of business etiquette and scripts in establishing strong customer relationships, handling client inquiries, and providing information through oral and written communication techniques.

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Effective Communication and Customer Service Skills

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  1. Kingdom of Bahrain Ministry of Education Al Hoora Secondary Girls School BUS03009: provide information to clients Prepared by: T/ Hakeema Mulla Second grade / vocational education Business 804 Year 2018/2019

  2. Lesson objectives • Distinguish between Business etiquette and script • Identify types of client enquiries • Apply techniques of oral and written communication

  3. introduction

  4. Establishing contact with clients Creating and nurturing a strong relationship with a customer is key to the ongoing success of a business. A strong customer relationship not only means that the client is likely to keep doing business with a provider over the long-term, it also means that the chances of that customer recommending the company and its products to others are greatly enhanced

  5. Establishing contact with clients Communicating with clients should be in a professional and courteous manner according to the organizational requirement; such as: Business etiquette: unspoken rules that guide the way we communicate and behave in business and work settings Script: prepared responses provided by some companies to help their staff communicate more effectively with clients, such as in greeting, taking requests, handling enquiries and answering the telephone

  6. True or False • Business etiquette is spoken rules that guide the way we communicate in business ( ) 2. A Script in a company include greeting, taking requests, handling enquiries and answering the telephone ( )

  7. Lesson objectives • Distinguish between Business etiquette and script • Identify types of client enquiries • Apply techniques of oral and written communication

  8. Respond to client enquiry you should promptly and politely respond to any client enquiries that might beregarding the following: • Arranging appointments • Information about products or services • General information • Clarifying or resolving problem

  9. Establishing contact with clients Enquiries outside area of responsibility are referred to nominated person When you don’t know how to answer the client inquiries refer him/her to nominated person who have the relevant knowledge and authority to exercise the responsibility.

  10. Fatima A. Ghani call betelco company to complain about a problem in home wifi • Arranging appointments • Information about products or services • General information • Clarifying or resolving problem Zip grade

  11. Malak call Batelco customer service to ask about new offers of iPhone x • Arranging appointments • Information about products or services • General information • Clarifying or resolving problem Zip grade

  12. Sameera call Ammar Al Ekri dental to book appointment with doctor • Arranging appointments • Information about products or services • General information • Clarifying or resolving problem Zip grade

  13. Lesson objectives • Distinguish between Business etiquette and script • Identify types of client enquiries • Apply techniques of oral and written communication

  14. Providing information to clients Techniques of oral and written communication: Rules There are some golden rules you have to follow when answering a phone call within your organization: 1- Answer the phone within 3 rings 2- Always identify yourself 3- Explain and get permission from the caller when you have to put on hold. 4- Get permission before you transfer and make sure that the call is answered. 5- Let the caller feel your sweet smiling voice 6- Always use the caller's name 7- Always hang up only after the caller does. 8- Always use the magic words (thank you for calling, please, May I, etc…..)

  15. Providing information to clients Techniques Here are some techniques you should consider when answering a phone call: 1- Listen carefully 2- Listen actively 3- Cut down the amount of talking you do 4- Give your full attention 5- Put your own thought on hold 6- Be polite 7- Be professional 8- Have full information about your organizations history, product and services.

  16. True or False • A secretary must answer the phone call after 5 rings ( ) • You shouldn’t listen carefully to a customer during the call ( ) • Talk to the customer as your friend ( ) • Have full information about your organizations history, product and service ( )

  17. Group activity: Suppose that you are working as a receptionist in Ibn Alnafees Health Centre , write down a scenario of a phone call with a patient who want to take a appointment Role play you scenario

  18. Lesson objectives • Distinguish between Business etiquette and script • Identify types of client enquiries • Apply techniques of oral and written communication

  19. Play Kahoot!

  20. Kahoot link: • https://create.kahoot.it/share/provide-information-to-customers/2bd15af5-0b31-4cf3-a70d-8402731a4c9a

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