Communicating with customers
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This document discusses various forms of online communication that businesses can use to communicate with customers. It describes communication methods like email, instant messaging, online help, blogs, video conferencing and voice over internet protocol. It provides examples of each method and discusses their advantages and disadvantages. Students are asked to list online communication forms, draw Venn diagrams comparing video conferencing and VoIP, and consider which method they would prefer to use to contact customer service.
Communicating with customers
- 1. In complete silence, look at the picture for one minute and write in the comment box whatever comes to your mind. Be prepared to feedback to the rest of the class.
- 2. 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? In your books, make a list of how businesses can communicate with customers using the internet.
- 3. 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? 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.
- 4. Communicating with Customers 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? Email: Companies usually provide an email address on their website which customers can use to send enquires.
- 5. 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? 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 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
- 6. 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? 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?
- 7. 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? 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.
- 8. 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? VoIP: Voice of Internet Protocol (VoIP) allows companies to keep in touch with customers by speaking rather than using text on screen. It is a convenient way of communicating clearly and effectively.
- 9. 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? TASK: Draw a VENN Diagram in your books and decide whether the factors are the advantages of VoIP, Video Conferencing or both VoIP Video Conferencing BOTH 1) No Travelling 2) More Secure 3) Minimal equipment 4) Global Service 5) Good Customer Service 4) Virtual Meetings 7) Quicker Business Decisions 8)Take calls anywhere 9) Cheap calls
- 10. 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? TASK: Draw a VENN Diagram in your books and decide whether the factors are the disadvantages of VoIP, Video Conferencing or both VoIP Video Conferencing BOTH 1) Costly set up 2) Compatibility problems 3) Latency 4) Internet dependent 5) Low quality connection
- 11. 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? 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.
- 12. 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? EXTENSION 2)What are the advantages for a business of using email to communicate with customers? 3)What are the disadvantages of using IM? 4)What hardware do you need for VoIP?
- 13. 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? Plenary In your book write a summary about what you learned today. Use the learning objectives to help you. You can start like this: In todays lesson I learned.
- 14. 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? Homework: In the lesson you analysed the Anna feature used by IKEA where customers type in a question and the system picks up the keywords and generates a response. For homework write a list of common questions that customers might. Try to write sample answers to the questions too. Due: Friday 18th May