Communication Methods Flashcards
What methods do businesses use to communicate with customers?
Businesses use different methods depending on the situation, including face-to-face, telephone, and written communication.
What is the first step in business investigation skills?
Gather information by conducting a survey or recording on-site observations of the communication in a business.
What questions might you ask during the information gathering phase?
You may ask: How do staff greet customers? What do they say? How do you interpret the data collected?
What is the second step in business investigation skills?
Analyse and report on findings to reason why businesses behave a certain way.
What should you do after analysing the findings?
Make suggestions and recommendations to the business on how they can improve communication.
What is an example of a recommendation for improving communication?
They could keep in touch with customers through email blasts.
What communication skills are used in face-to-face communication?
Skills include verbal, non-verbal, and written communication.
What types of communication methods are mentioned?
Face-to-face, telephone, and written communication.
What is face-to-face communication?
Face-to-face communication involves direct interaction between individuals, often enhancing personal relationships and reducing miscommunication.
What are some examples of face-to-face communication?
Examples include a tour guide introducing an attraction to tourists, a customer service officer promoting a product, and a front desk officer checking in a hotel guest.
What is written communication?
Written communication involves any message that uses the written word, including printed materials and online content.
What are some situations where written communication takes place?
Situations include waitstaff taking orders, email or text message updates about promotions, and invitations for sales events on websites or flyers.
What is the primary purpose of telephone communication in customer service?
To make enquiries, requests, and provide immediate assistance to customers.
Why is verbal skill important in telephone communication?
Because customers cannot see staff’s non-verbal signals, excellent verbal skills are needed to convey a positive attitude and respond appropriately.
What are the advantages of telephone communication?
It allows for quick message delivery and immediate responses, facilitating quick problem resolution.
What is a situation where telephone communication is commonly used?
A front desk officer addressing a complaint from a hotel guest.
Give another example of telephone communication in customer service.
A customer service staff answering travellers’ enquiries at the airport.
Provide an example of telephone communication in a sales context.
A sales assistant confirming a product’s stock is available for a customer to collect.
What is the primary purpose of telephone communication in customer service?
To make enquiries, requests, and provide immediate assistance to customers.
Why is verbal skill important in telephone communication?
Because customers cannot see staff’s non-verbal signals, excellent verbal skills are needed to convey a positive attitude and respond appropriately.
What are the advantages of telephone communication?
It allows for quick message delivery and immediate responses, facilitating quick problem resolution.
What is a situation where telephone communication is commonly used?
A front desk officer addressing a complaint from a hotel guest.
Give another example of telephone communication in customer service.
A customer service staff answering travellers’ enquiries at the airport.
Provide an example of telephone communication in a sales context.
A sales assistant confirming a product’s stock is available for a customer to collect.
What is a purpose of making a telephone call?
To speak clearly and convey the purpose of the call.
How should you greet a caller?
Greet the caller and identify yourself, giving the name of your company and department.
Example: “Good morning, First Class Hotel. This is Jamie from Customer Service. How may I assist you?”
What should you ask for to personalize the conversation?
Ask for the caller’s name.
What should you do if you need to put the caller on hold?
Get back to the caller every now and then to reassure them they are still being attended to.
Example: “Ms Maria, please hold the line. We will get back to you soon.”
What should you do if you are unable to help a caller?
Transfer the call to a colleague who can help or offer to take a message.
What is the final step after a call?
Thank the caller at the end of the call.
Example: “Thank you.”
What is a purpose of making a telephone call?
To speak clearly and convey the purpose of the call.
How should you greet a caller?
Greet the caller and identify yourself, giving the name of your company and department.
Example: “Good morning, First Class Hotel. This is Jamie from Customer Service. How may I assist you?”
What should you ask for to personalize the conversation?
Ask for the caller’s name.
What should you do if you need to put the caller on hold?
Get back to the caller every now and then to reassure them they are still being attended to.
Example: “Ms Maria, please hold the line. We will get back to you soon.”
What should you do if you are unable to help a caller?
Transfer the call to a colleague who can help or offer to take a message.
What is the final step after a call?
Thank the caller at the end of the call.
Example: “Thank you.”
What should you do when taking a telephone message?
You should take down the caller’s message.
What should you do if the person the caller wants to speak to is not available?
Record the message and take down the caller’s particulars.
What practices should be followed when taking telephone messages?
- Repeat the written information to the caller to check for accuracy.
- Pass on the message to the intended recipient as soon as possible.
- Have writing materials such as pen and paper next to the phone.
What information should be recorded when taking a message?
Record the time, date, contact number, and the message details.
What questions can you ask to get more information if the message is unclear?
- May I know the reason for your call?
- When would you like Mr/Ms _ to return your call?
- How can we contact you?
What should you consider regarding follow-up actions?
Determine what follow-up actions need to be taken, what information is needed, and if there are any deadlines.
What is a good telephone message characterized by?
A good telephone message is short and straightforward, ensuring it can be quickly and easily understood.
