Communicating with Customers

Communicating with Customers

Whether a business organisation is communicating internally

(employees) or externally (customers and suppliers), there are number

of ways in which, communication can take place. They are: verbal

communication, non-verbal communication, written communication, and

technological communication.

Verbal communication

Verbal communication can either be done face-to-face or even over the

telephone. An example of internal communication is having a one-to-one

conversation with a manager. An example of an external communication

is dealing a customer complaint over the telephone.

Advantage of verbal communication:

· Able to feedback

· It is fairly cheap

· Identify body language, e.g. customer’s attitude

· Can check if the listener is paying attention

· Communication can be passed quickly

Disadvantages of verbal communication:

* It is essential to speak clear

* Make sure that the individual can hear the message without any

interruptions

* Long messages can be easily forgotten

* Messages must be clear and understandable for the listener

Barclays always monitor all of their telephone conversation, so that

the organisation can find out why their customers are unhappy with the

services they received, can suggest any improvements in customer

service.

Non-verbal communication

When customers make non-signal, such as hand signals, staff can able

to judge how they are feeling. The following are some examples of

non-signals and each signal describes how the individual is feeling:

Standing or walking

* Shifting- this means moving from one ...

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...ny with production units in five widely separated sites

in the U.K. and one location in Germany

* Perceptual differences, e.g. a mother explaining to her fifteen

years old daughter why she does not want her to go clubbing. The

daughter’s problem in explaining to her mother why she must go

* The length of the lines of communication, e.g. a Kashmiri student

who just arrived in the U.K. attempting to find his way to the

University’s Hall of Residence in an English city

* Information overload, e.g. the marketing manager of a business

confronted by a detailed report on a production’s market. The

report contains a lot of statistics.

* Machine breakdown, e.g. a supervisor sees a worker operating a

dangerous machine without the necessary, but comfortable safety,

equipment