Page 93 - DENG401_Advance Communication Skills

Sandeep Kumar Sharma, Lovely Professional University
Advanced Communication Skills

Notes Unit 4: Working with Customers

CONTENTS
Objectives
Introduction
4.1 Verbal Communication

4.2 Understanding Customer Service Basics
4.3 Communicating Empathetically
4.4 Asking Questions to Understand Problems
4.5 Denying Requests
4.6 Coping with Angry Customers

4.7 Dealing with the Unexpected
4.8 Working with Customers with Disabilities
4.9 Summary
4.10 Keywords
4.11 Self Assessment
4.12 Review Questions

4.13 Suggested Readings

Objectives

After studying this unit, you will be able to:
Explain verbal communication
Understand customer service basics
Explain communicate empathetically
Discuss questions to understand problems
Describe Deny requests and how to cope with angry customers

Introduction

Much of your professional life is likely to involve working with customers. A customer is the
buyer or user of goods or services that organizations provide. In most businesses, the customer
is the reason for being; without them, the business would cease to function. Customers typically
have a choice about who they do business with and prefer to work with people and organizations
that best satisfy their needs. You can earn a customer’s preference by developing your customer-
service skills. Effective and empathetic communication is the basis of quality customer service,
and helps you maintain successful relationships with customers.
You have just been promoted from administrative assistant in Human Resources to customer
service representative in the Operations Department of Quest Specialty Travel. You now work
with Nancy McDonald, who was recently named head of Customer Service. During your first
week of training, Nancy wants you to become comfortable working with Quest customers and
handling their requests and complaints.

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