About customer service and effective business communication

Why does effective business communication influence customer service? The reason is straightforward. Customer service includes all instances where a customer comes into direct contact with a business and gets an impression of its service. This impression can be good or bad. Remember that contact with a business can also include its products, services, value, and after-sales service and even how a product is delivered. Managers often forget about those “behind the scenes activities” which all form part of its customer service, for example processing of claims or capturing of customer data. Employees all play a role in how a business is perceived (its corporate image) since they are the people who have contact with customers. Managers could also set an example of good customer service by going that extra mile for the customers as well as employees.

The important task of the manager is to clearly communicate the mission and vision of the business to its employees in terms of service values. The customer service strategy of the business should form part of its overall communication plan. How customers experience the service of a business will play a role how they will refer to the business when talking to colleagues, friends and family. Word of mouth advertising can be one of the most powerful advertising media for the business if its customer service is perceived as excellent. Apart from obtaining new customers for the business, customers should also be retained by providing value. The role of clear-cut communication by the manager to employees about his or her expectations of good customer service should therefore not be underestimated. Employees could be empowered to deliver the best service they possibly could through relevant training programmes and recognition programmes linked to the mission and vision of the business.

The role of the manager in effective business communication

Happy employees are more productive. Business communication is no longer about how to write a letter, email or use effective writing skills. It has also extended to other areas in the business, for example, excellent relationships within the business. A manager should not only concentrate on successful communication with its external clients, customers and stakeholders. The employees of the business actually are internal clients and should also be treated with care. Many scholars refer to this as internal marketing , a very important feature of good business communication. Employees’ well-being and work satisfaction play a large role in their productivity and how loyal they will be towards the business. The role of the manager is to ensure good relationships with and among employees. A healthy working environment is equally important. Previous research has indicated that employees also have other career as...

What is your managerial communication style?

As a manager you communicate in a specific manner to your employees. Your communication style can fall within different managerial approaches but in this article I will focus on the two most common styles, namely the classical and humanistic managerial communication styles. I will first explain the more formal classical style. A manager who has a classical managerial (authoritarian) communication style: communicates through formal communication media such as oral and/or written and visual communication and very little face to face discussions. creates but also uses opportunities to make the long and short term goals of the business clear using these formal communication media. changes 'unacceptable’ attitudes and opinions by shaping new ones through manipulation. diminishes fear and suspicion because of misinformation or misinterpretation of the right but unclear information. communicates numerous rules to employees. prevents or corrects misunderstanding fr...

Use of Social Media at the Office – Good or Bad?

Many businesses that used to deny employees access to social media are now increasingly making access available. It is as if there is a renewed awareness that use of social at the office is not necessarily always a bad thing. The main reason why businesses did not in the beginning want to give employees access to social media is because of fear of loss of productivity and even misuse of social media. Why is use of social media at the office a good thing? I can think of at least the following reasons: Source: Twitter. A more favourable perception of the business by employees is created which in turn could result in even higher productivity. Networking opportunities for employees outside the business are possible which could benefit the business in the long term. Employees are granted the opportunity to build a personal professional brand through various social media. Employees can even assist in building the company brand thr...

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