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L5 MCR Manual Advance Edition

L5 MCR Manual Advance Edition

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Published by: Ebooks Prints on Aug 23, 2011
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01/26/2014

Contents

Page

Introduction

117

A. Communicating

117

Encoding the Message

118

Choosing the Channel

119

Noise

120

Decoding the Message

121

Feedback

121

B. Communication Methods

122

Written Communication

123

Non-Verbal or Body Language

126

Visual Communication

127

C. Communicating with Customers

129

Web-based

129

Outsourcing

129

Product Information

130

Intranets and Extranets

130

Community Forums

130

Service Agreements

131

D. Customer Feedback

131

Informal Feedback

132

Formal Feedback

132

Customer Helplines

134

Online Feedback

135

E. Techniques to Support Effective Communication

135

Building Credibility and Rapport

136

Questioning Techniques

139

(Continued over)

116 Obtaining and Dealing with Customer Feedback

© ABE

Active Listening

139

Transactional Analysis

140

F. Complaints

141

Verbal Complaints

141

Complaints Procedures

142

Best Practice in Handling Complaints

145

G. Negotiating with Customers

146

Summary

149

Obtaining and Dealing with Customer Feedback 117

© ABE

INTRODUCTION

Feedback is a huge part of maintaining any good relationship. Finding out what customers

want; what they like and what they don‟t like, as well as what they think and believe, takes

any organisation one step closer to keeping their customers satisfied and loyal. It is part of
the broader area of how and when we communicate with customers. So in this chapter we
will look at communication methods, particularly those which enhance service levels.
We will examine how organisations communicate to their customers and how they can gather
and analyse solicited and unsolicited feedback. We will investigate procedures for managing
and responding to customer complaints and identify mechanisms for dealing with difficult
customer situations.

An important skill in maintaining good customer relations is being able to communicate well.
You need to find out about the wants, needs and expectations of customers; to inform them
about products and services on offer, to listen to their queries and deal with their problems.
All staff need to do this is a way that not only satisfies them, but goes beyond their
expectations. However, our communication skills are something we tend to take for granted.
Of course, we are all skilled at communicating – we have been doing it since the day we
were born. We communicate spontaneously, often without thinking. Having a greater insight
into what happens when we communicate, though, increases our ability to adapt the way we
interact with people and influence their response to us. Increasing our awareness of the
process and context of communication, therefore, increases our effectiveness in working with
others.

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