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Communicating one-to-one
As
a small business you will regularly meet up with customers to
discuss a range of issues:
your products or services with the intention of getting
a sale, credit terms or resolve account discrepancies. If
you have staff, you may need to discuss work issues, or your
company's logistics with on a one-to-one basis. Whatever the reason, the
way in which this communication occurs can have an impact on the
company and the way your staff customers perceive your company.
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Telephone Communication
The use of the telephone has come a long way and
companies have a wide and varied choice as to how they use this
system to communicate with their customers. However, there
is always the need for verbal skills must always be utilised, and
so the telephone should always be seen as a personal contact
instrument, thus staff need to be efficient and highly skilled
verbal communicators.
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Computerised Telephone Systems
As your business grows and develops so will
the level of incoming calls: customers will be calling to enquire
about your products and services; others will want to order
new stock. How you decide to answer, rout or deal with these
incoming calls needs to be carefully considered so that: Business
isn't lost as a result of engaged tones or long queues, and
customers are greeted quickly and professionally without
feeling as if they are dealing with a robot. Today there are an
increasing number of new technologies to help growing businesses
deal with increasing telephone traffic.
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