Customer Service Communication Errors
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ScribdTranslationsCustomer Service Communication Errors
Translated by
ScribdTranslationsCommunication and Customer Service
Statement.
Throughout the unit, we have seen that there are difficulties in the company with
related to communication, public relations, and customer service. It
try to identify what the mistakes were, and you will also propose how
there should have been action taken following minimal care standards
client. To achieve this, read the following extracts from the case studies:
That afternoon the store was full of customers who were looking at
Attention to a group of Public Relations. These professionals
they offered an animation show to make known the
company...
"El alboroto que se había montado se oía hasta fuera del
establishment...
The salesperson, far from keeping calm, kept arguing with
he...
1. List the customer service errors detected. What effects
Do you think they have had for the company?
• Acting impulsively by continuing the discussion.
• Do not show sympathy or empathy towards the client.
• Do not inform the customer about the possible delay in being attended to due to the
the store was crowded.
• I did not apply passive listening, allowing the client to explain the reasons for their...
anger.
The discussion diverted the attention of the people inside the
store listening to public relations, so their action took a back seat
plan, affecting the brand's image and causing it to be remembered negatively as
it will be difficult to get the attention of the listeners again. The potential clients
that at that moment they were in the store leaving, causing the loss
of possible sales.
2. How do you think the seller should have treated the customer?
First of all, the salesperson should have apologized to the customer for the delay.
being attended to. Empathizing with him, actively listening and being concerned
due to the customer's discomfort, investigating the reasons for their anger. Using a tone
cordial and calm.
Communication and Customer Service
What variables should the seller have followed?
Make an initial contact with the client, understand their needs and their.
reasons for purchase, we can gather information by asking you.
Pay special attention to non-verbal communication, show a facial expression.
kind, maintain a reasonable distance and keep an upright posture will be
some of the most important.
Practice passive listening by allowing the client to express the reasons for their anger.
Treat a complaint or claim as a normal fact with a positive attitude,
trying to find the best solution in the conflict
Finally, bid farewell to the client by thanking them for their visit, even if they did not make a purchase.
no purchase.
3. What are the functions of a Public Relations professional?
• They develop actions and programs to promote the company both at
short, medium and long term, in order to get to know your audience, formalize
business relationships and consolidate them.
• Investigate public opinion, its attitudes and expectations, by analyzing the
future trends.
• Foster good relationships between staff and internal publics.
externals of the company.
• Carry out campaigns to raise awareness about different social issues in the
which the organization is involved.
• Preparation or advice for statements and speeches of the leaders of the
company.
• Supervision of business publications. Preparation of news,
articles or photographs that will be delivered to the media.
• Take measures to anticipate, discover, and eliminate any possible conflict
with the environment and help in its resolution.
• Advisory in the departments where work is done with the image
business
4. Define Public Relations in your own words.
Public relations in the business field are the set of actions of
communication whose main objective is to strengthen the ties of the
companies with their key audiences are a fundamental pillar within any
company regardless of its sector. They could be considered as the link
con el fin transmitir una imagen clara y de confianza.
Communication and Customer Service
5. Enumera y define los principios básicos para una adecuada atención
to the client.
Basic principles for proper customer care
• Prioritize that the customer's needs are met.
• Resolve conflicts with clients with patience and diplomacy, allowing them
expressing themselves and explaining a possible solution in a conversational tone.
• Speeding up the waiting time is important to value the customers' time.
• Show a professional character, empathize with the client without taking it personally.
too much confidence.
• Inform about any delays or issues, if they exist in the service process.
to the client.
• Create a database with the specific data of the clients to know
your preferences.
• Treat all customers with equal importance, do not forget to be grateful and
to smile.
What steps should be taken for customer service to be
effective?
We can make customer service effective by following a series of steps:
• Welcome: create a relaxed environment in which the customer feels comfortable
I have understood.
• Interest: we will pay the maximum attention possible to our client,
we will practice passive listening.
• Understanding: We will carry out a series of open-ended questions with which
we will gather information about the customer's needs, we must
to ensure that we have understood well what the client wants to tell us,
When we want to confirm any type of information, we will ask questions.
closed, these are always answered with a yes or a no.
• Conclusion: We will try to solve the problem by providing the client with everything.
possible information that we are gathering for this purpose is important
to ensure that the customer is satisfied.
• Farewell: We will bid farewell to the client in a warm and cordial manner.
6. What are the functions of a Customer Service department?
• Order tracking and control
• Reception and resolution of inquiries, complaints, and claims
• Attention via phone, in person, or email to customers who require
information about the company or its products
• Customer acquisition and retention.
• Carry out a post-sale service
Communication and Customer Service
How should the staff of this department act in their
dealing with customers?
• The client should feel comfortable and welcomed, and should be respected.
The deal must be cordial
• The client will receive personalized attention, there are many types of
clients and not all can be treated the same, it is essential that the
the client feels important.
• Meeting the needs of our customers will create an atmosphere of
trust and loyalty from both sides.
• The information provided to the client must be clear and concise.
resolving your doubts so that you are satisfied.