Page 105 - DENG401_Advance Communication Skills

Advanced Communication Skills

Notes law, serving customers with disabilities makes good business sense. Considering that one
in five Americans has a disability, they form a $200 billion market of potential consumers.
This growing market needs customer service just as any other market does. Because most
customer service conversations take place on the phone, you should be aware of special
etiquette guidelines that apply when you are talking to customers with disabilities on the
telephone. When conversing with someone who has voice impairments, listen attentively
and avoid speaking for the customer or finishing sentences. You might need to adjust the
volume, quality, or frequency of the audio on the phone to make their voice clearer.
People with fine motor impairments might have limited use of their hands or fingers, so
allow extra time for these customers to take notes or use a keyboard. If a customer has a
cognitive impairment, be patient about offering an explanation more than once. Take
time to understand the customer and make sure the customer understands you. In general,
treat the customer with respect and courtesy, listen actively, and offer assistance as
necessary.

Task You work in the XYZ Health Clinic, a family practice clinic in XYZ, in India. As a
patient service representative, you talk to patients and help solve their problems. The
mayor of XYZ is a new patient at the clinic, and requests Dr. Sinha as his personal physician.
However, the clinic’s policy is to assign new patients to physicians who have a light
patient load. Dr. Sinha’s patient roster is full.
1. Find a partner to play the part of the mayor.

2. Meet with your partner and use effective customer service skills to deny the mayor’s
request.
3. Switch roles and let your partner play the part of a customer service representative.

4. In XYZ.doc, describe at least two effective techniques your partner used during the
conversation and explain why they were effective.

4.9 Summary

Verbal communication is an essential part of business and when it is executed correctly,
good things happen. Here are a few different ideas and styles to remember when speaking
to anyone in a business setting As we all know that successful customer or client service is
the source of revenue of any business.
An organization can offer promotions and discount their prices to attract new customers,
but repeat business and ongoing relationships are the keys to profitability.

Customer service refers to an organization’s relationship with its customers: meeting
their expectations, listening to their statements, and solving their problems
Active listening means that you stop talking and concentrate on the customer’s words, not
on how to counter their arguments or respond to their claims
Empathy is your capacity to understand another person’s feelings or state of mind
People contact businesses for many reasons, such as to renew services, purchase additional
products, answer questions, or complain about goods and services. When talking to
customers, evaluate the content and delivery of their messages

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