Communication strategies

Question 1

Effective communication

Answer 1

• Clarity
• Trust and confidence
• Interpersonal harmony
• Positive client and customer relationships
• Avoidance of errors
• Efficient use of time
• Establishing rapport with customers
• Determining their needs
• Effective follow up services

Question 2

Dealing with client/customer complaints

Answer 2

• Listening
• Establishing relative facts
• Responding promptly
• Offering a negotiated solution
• Creating a detailed written record
• Investigating the cause so it doesn’t happen again