Communicating with customers

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In complete silence, look at the picture for one minute and write in the comment box whatever comes to mind. Be prepared to feedback to the rest of the class.

Transcript of Communicating with customers

Page 1: Communicating with customers

In complete silence, look at the picture for one minute and write in the comment box whatever comes to mind.

Be prepared to feedback to the rest of the class.

Page 2: Communicating with customers

Communicating with Customers

In your books, make a list of how businesses can communicate with customers using the internet.

Learning objectives: Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methods available online?

Page 3: Communicating with customers

Every business knows that the key to good customer relations is providing excellent customer service. There are now a range of different methods to communicate with customers online. In this lesson, we will be investigating and analysing the ways that business communicate using Internet technologies.

Communicating with Customers Learning objectives: Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methods available online?

Page 4: Communicating with customers

Communicating with Customers

Email: Companies usually provide an email address on their website which customers can use to send enquires.

Communicating with Customers Learning objectives: Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methods available online?

Page 5: Communicating with customers

Communicating with Customers

Instant Messaging (IM): Some websites have a link which can be used to start a chat facility so that customers can discuss the products and services supplied by the company in real time.

Online help: Another feature allows the customer to enter a questions and the computer then responds with an appropriate answer. This gives the impression that you are speaking to a real person, but it is a computer generated conversation.

Try it: http://www.ikea.com/ms/en_US/customer_service/contact_us/contact.html

Learning objectives: Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methods available online?

Page 6: Communicating with customers

Communicating with Customers

Blogs: More and more companies are now creating blogs to keep customers updated on current products and services. This is a great way for a business to show that it cares about its customers and their ideas. It can also be used to receive useful suggestions from companies on how to improve products and services.

What would be the drawbacks of using blogs?

Learning objectives: Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methods available online?

Page 7: Communicating with customers

Communicating with Customers

Video Conferencing: Some companies use video conferencing to take part in a conversation with customers. This is good for customers who live in a different country or are interested in making a large purchase. It gives them the opportunity to talk face to face which enables good customer relations.

Learning objectives: Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methods available online?

Page 8: Communicating with customers

Communicating with Customers

VoIP: Voice of Internet Protocol (VoIP) allows companies to keep in touch with customers by speaking rather that using text on screen. It is a convenient way of communicating clearly and effectively.

Learning objectives: Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methods available online?

Page 9: Communicating with customers

Communicating with Customers

TASK Consider the advantages and the disadvantages of VoIP and Video

Conferencing.

Write your answers in your books.

Use the following files:

Learning objectives: Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methods available online?

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Communicating with Customers

Task 2: Imagine you want to buy something online and need to communicate with a customer service representative. Which method of communication would you prefer? Give reasons for your choice.

Learning objectives: Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methods available online?

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Communicating with Customers

EXTENSION1) What are the advantages for a business of using email

to communicate with customers?2) What are the disadvantages of using IM?3) What hardware do you need for VoIP?

Learning objectives: Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methods available online?

Page 12: Communicating with customers

Communicating with Customers

PlenaryIn your book write a summary about what you

learned today. Use the learning objectives to help you.

You can start like this: In today’s lesson I learned……….

Learning objectives: Can you list the different forms of online communication with customers?Can you analyse the benefits of creating good customers relations using methods available online?