Supply Chain Management Customer Service Operations LB V Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without.

Supply Chain Management

Customer Service OperationsLB V

Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.

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• Learning Objectives:• Communication Methods• Characteristics of the Communication

Methods• Key Points of Communication• Barriers to Effective Communication

& how to overcome them

Communication Process & Technology

LO1

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What is Communication?

• Communication is the transfer of information between people and places• It involves sending and receiving

information

LO1

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What is Communication?

•Categories of Communication are:•Written Communication•Verbal Communication•Visual Communication

LO1

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What is Communication?

• Less Easy to Read forms of Communication are:•Body language• Facial Expression•Tone of Voice

LO2

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The Communication Process

• Effective Communication:•Understand your audience•Understand your message• Select appropriate form• Sometimes it is necessary to

use more than one methodLO2

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• To confirm that communication has taken place:• Receive feedback from receiver to

ensure that the message has been received and understood

The Communciation Process

LO3

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Communication in Customer Service

• There are estimates that two-thirds of lost customers come from poor customer service, NOT dissatisfaction with the product or competition• We must watch how we act or re-act,

what we say, & the words we use

LO4

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Methods of Communication

• Communication channel refers to the means of communication used• Methods of communication include:• E-mail• Voice mail• Phone• Texting

LO4

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Methods of Communication

• Choose the appropriate channel•Written communication is best used to communicate to a

large group where little or no additional explanation is required• Verbal communication is best for more complex messages

where feedback is required

LO5

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Methods of Communication

• Some people receive messages better verbally or in written form while others prefer visual messages such as:• Charts• Images• Graphs

LO5

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Written Communication

• Always write with your audience in mind• Witten communication reaches a far

wider audience than face-to-face or telephone• Avoid spelling, grammar, and

punctuation errors that lead to negative impression

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Verbal Communication

• Verbal communication involves the spoken word.• Types of verbal communication:•Communication between two

or more individuals•Public speaking

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Verbal Communications

• Issues that can arise:•Misunderstanding of

meaning•Language barriers

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Listening Skills

• Involves an active effort to understand others. We must listen to understand by:• Listening for meaning behind words• Seek clarification• Apply appropriate listening skills• Avoid “road blocks”

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Nonverbal Communication

• Studies show that only a small percentage of communication is verbal• Nonverbal communication often

sends a clearer message than words alone

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Nonverbal Communication

• A basic understanding of nonverbal communication and how to interpret it can help improve interaction with others• Examples of nonverbal communication:• Hand gestures• Facial Expressions• Tone of voice

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Visual Communication

• Visual communication involves all images used in communication such as:• Signs, Posters• Drawings, Tables• Diagrams, Photographs• Television advertisement

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Visual Communication

• Visual Communication uses images to:• Persuade• Entertain• Inform• Enlighten customers (potential)

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Visual Communication

• Visual Communication Technology Include:•Television•DVD’s•Computer Displays

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Barriers to Communication

• Barriers are things within us that cause us to hear things differently• More than one barrier can be

present at the same time on the part of the sender and/or receiver

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Common Barriers to Communication

• The use of unfamiliar terms• Lack of attention by receiver• Language differences• Differences in view or perception• Cultural differences• Preconceived ideas and notions

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Guidelines to Effective Communication

• Effective communication means focusing on what you want to communicate• Clear Communication helps to

avoid misunderstandings and potential conflict

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Use of Words

• It is important to use words that are positive, optimistic, and constructive. This shows confidence and helpfulness• Negative words express the opposite

and leaves customers feeling put-off and downbeat