Download ECC - CSO LB V

Supply Chain Management
Customer Service Operations
LB V
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Communication Process &
Technology
• Learning Objectives:
• Communication Methods
• Characteristics of the Communication
Methods
• Key Points of Communication
• Barriers to Effective Communication
& how to overcome them
LO1
10-2
What is Communication?
• Communication is the transfer
of information between people
and places
• It involves sending and
receiving information
LO1
10-3
What is Communication?
• Categories of
Communication are:
• Written Communication
• Verbal Communication
• Visual Communication
LO1
10-4
What is Communication?
• Less Easy to Read forms of
Communication are:
• Body language
• Facial Expression
• Tone of Voice
LO2
10-5
The Communication Process
• Effective Communication:
• Understand your audience
• Understand your message
• Select appropriate form
• Sometimes it is necessary to
use more than one method
LO2
10-6
The Communciation Process
• To confirm that communication
has taken place:
• Receive feedback from receiver to
ensure that the message has been
received and understood
LO3
10-7
Communication in Customer
Service
LO4
• There are estimates that two-thirds
of lost customers come from poor
customer service, NOT
dissatisfaction with the product or
competition
• We must watch how we act or react, what we say, & the words we
use
10-8
Methods of Communication
• Communication channel refers to
the means of communication used
• Methods of communication include:
• E-mail
• Voice mail
• Phone
• Texting
LO4
10-9
Methods of Communication
• Choose the appropriate channel
LO5
• Written communication is best
used to communicate to a large
group where little or no additional
explanation is required
• Verbal communication is best for
more complex messages where
feedback is required
10-10
Methods of Communication
• Some people receive messages
better verbally or in written form
while others prefer visual messages
such as:
• Charts
• Images
• Graphs
LO5
10-11
Written Communication
• Always write with your audience in
mind
• Witten communication reaches a far
wider audience than face-to-face or
telephone
• Avoid spelling, grammar, and
punctuation errors that lead to
negative impression
10-12
Verbal Communication
• Verbal communication involves
the spoken word.
• Types of verbal communication:
• Communication between two
or more individuals
• Public speaking
10-13
Verbal Communications
• Issues that can arise:
• Misunderstanding of
meaning
• Language barriers
10-14
Listening Skills
• Involves an active effort to
understand others. We must listen
to understand by:
• Listening for meaning behind words
• Seek clarification
• Apply appropriate listening skills
• Avoid “road blocks”
10-15
Nonverbal Communication
• Studies show that only a small
percentage of communication is
verbal
• Nonverbal communication often
sends a clearer message than words
alone
10-16
Nonverbal Communication
• A basic understanding of nonverbal
communication and how to interpret it
can help improve interaction with
others
• Examples of nonverbal communication:
• Hand gestures
• Facial Expressions
• Tone of voice
10-17
Visual Communication
• Visual communication involves all
images used in communication such
as:
• Signs, Posters
• Drawings, Tables
• Diagrams, Photographs
• Television advertisement
10-18
Visual Communication
• Visual Communication uses images
to:
• Persuade
• Entertain
• Inform
• Enlighten customers (potential)
10-19
Visual Communication
• Visual Communication
Technology Include:
• Television
• DVD’s
• Computer Displays
10-20
Barriers to Communication
• Barriers are things within us that
cause us to hear things
differently
• More than one barrier can be
present at the same time on the
part of the sender and/or
receiver
10-21
Common Barriers to
Communication
• The use of unfamiliar terms
• Lack of attention by receiver
• Language differences
• Differences in view or perception
• Cultural differences
• Preconceived ideas and notions
10-22
Guidelines to Effective
Communication
• Effective communication means
focusing on what you want to
communicate
• Clear Communication helps to
avoid misunderstandings and
potential conflict
10-23
Use of Words
• It is important to use words that
are positive, optimistic, and
constructive. This shows
confidence and helpfulness
• Negative words express the
opposite and leaves customers
feeling put-off and downbeat
10-24