COMMUNICATING

WITH THE CUSTOMER

CHAPTER 8

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What is communication?

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Receiver Sender
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Internal and External communication
Internal and External communication in a
business organization
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 Internal and External communication in a business
organization

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 Why We Communicate

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 What is effective
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Benefits of Effective
Communication
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What is miscommunication ?

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Consequences of
miscommunication.
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 Communication Skills

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 Ways of communication

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Verbal Communication Skills
How to speak well?

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How to listen well?
Listening Skills

• Often most neglected

Non-verbal Communication Skills

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Importance of body language
Written Communication Skills
 Good written communication should be:

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Writing Skills

Main aspects
Of good
Writing
 Communication Methods

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Face-to-Face Communication

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Face-to-Face Communication
Written Communication

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Written Communication

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Telephone Communication
Telephone Communication
Example telephone call
 Making a telephone call
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Answering telephone call

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Answering telephone call

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Transferring telephone call
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Taking telephone messages

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 Handling difficult callers
carefully
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 Personal Grooming

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 Importance of personal grooming
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Good Hygiene Practices at The Workplace
 Appropriate Dressing

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Appropriate Dressing
NOTES