Working with collegues and customers Flashcards
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who is a Customer?
is a user/beneficiary of a product or service
why is a customer important
Customers are important because they drive revenues (income) ; without them, businesses cannot continue to exist.
internal customer?
this is someone who works within an establishment,delivering services to clients eg.store clerk
external customer?
someone not employed to the organization but requires the product or service
what’s the difference between internal and external customer?
An internal customer is someone who works for the organization while an external customer is not employed to the organization, but requires service
List 3 special Customers Needs?
disabilities
- Visually impaired
- Mobility challenges
- Speech impediment (stamma)
list 3 points to dealing with Visually impaired
- don’t attempt to lead without asking permission
- Tell the customer when your leaving
- Allow customer to hold armif granted permission
list 3 points to dealing with Mobility challenges
- Offer assistance if they have a problem opening the door
- Don’t assume customer want to be pushed
- Don’t Lean on wheelchair or any other device use to assist person
list 3 points to dealing with Speech impediment (stamma)
- Ask them to repeat if you don’t understand
- Be patient with them
- Try to ask only short answer questions
communication process
SPEAKER-SENDS a message and listens for feedback
LISTENER-listen to message and sends feedback
List 4 barriers to communication
1 BACKGROUND NOISE
2 PERSONAL FEELINGS AND beliefs about the customer
3 PROBLEM WITH THE MESSAGE
4 CULTURAL LANGUAGE OR SOCIAL DIFFERENCES
What’s verbal communication?
In this process thoughts ,emotions or information are expressed between individuals by the use of speech
eg interviews, telephone calls
what’s Non-verbal communication?
is the transmission of messages or signals without using a single word or language to pass messages to other people
EG. ELECTRONIC MAIL
MEMO
BROCHURES
list 8 EXAMPLES of Body language
POOR POSTURE COVERING MOUTH HEAD NOD FINGER TAPPING ARMS CROSSED SMILE FOWN LACK OF EYE CONTACT
posture
poor posture in an interview represent unprofessional casual behavior
lack of eye contact
person is not confident you like a person or do not do not want the person to know too much could feel uncomfortable shyness
tapping foot
impatience
confidence or fear by
smile
friendliness
interests people
reducing some hormones wether stress etc
positive
frown
convey displeasure sadness disapproval confusion deep concentration
crossed arms
humiliated
criticized
be defensive
List the 4 question techniques
1 CLOSED ENDED QUESTIONS
2 OPEN ENDED QUESTIONS
3 REFLECTIVE QUESTIONS
4 PROBING QUESTIONS
CLOSED ENDED QUESTIONS
refers to any question for which a researche rprovides options
eg. yes or no
OPEN ENDED QUESTIONS
these questions gives client opportunity to provide maximum information
usually begin with search words
REFLECTING QUESTIONS
used to indicate to a client that you have understood his or her message to clarify the situation.
eg. you prefer to be seated in the dining room near the kitchen?
PROBING QUESTIONS
open questions that use information already establish to drill below the surface to the heart of the matter
eg,what eventually happened?
what would you do differently now?
Telephone?
A system of transmitting voices over a distance using wire radio by commuting acoustic vibrations to electronic signals
Idententify 3 points to note when answering the telephone.
ANSWER ALL CALLS PROMPTLY
GREET CUSTOMER WITH A CHEERFUL VOICE
IDENTIFY YOUR ORGANISATION THEN SELF
ANSWER QUESTIONS HONESTLY
HOW to transfer call?
ask if place can hold first
Press an unlit access button to place the call on exclusive hold.
Dial the number to which you want to transfer the call.
Either wait for the first ring, or stay on the line to announce the call.
Press the transfer button.
