Biz-commPulse

Branding a company is important for distinguishing it clearly from the competitors through planned communication strategies but it also expands to other functional areas in the company, for example, a   reliable customer service   when dealing with customers’ email, written, personal and telephonic enquiries and basically all instances where customers come into contact with the company. A reliable customer service is also applicable to effective brand administration in that customers can benefit by the whole administration process.  As indicated in previous posts, the role of happy employees in this regard is of utmost important.  The happier the employees, the better the customer service will be. But how should it work?  A   brand communication strategy , as part of an internal communication strategy ,   should include strategies how to offer value to the customer in all areas of service delivery, including administration. When a company has ineffi...

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 i...