Customer Effective Communication

Organizations are open dynamic systems for transforming resource inputs into marketable outputs (goods and services). They are designed to provide useful products and services that meet customer needs and deliver value to stakeholders. But the interests of various stakeholders (whether employees, customers, suppliers or stakeholders) are not always aligned. These places conflicting pressures and demand on managers.

To maintain organizational viability, managers seek to navigate competitive environmental forces and work to achieve the objectives in the areas of productivity, satisfaction, and revitalization. One of the realities of life in organizations is that the effective practices of today may not be enough tomorrow. Is pulled by the success of growth or shaken by the crisis and the recession, managers must periodically transform the system to adapt to environmental realities. In the transformation process, managers can direct changes in key internal resources such as tasks, technology, organization, people and culture. Maintaining a dynamic balance between these resources is human resources management is everything. In particular, in order to analyze the changes that occur to an organization strategy, structure, and culture, thanks to consumer demand, the framework of human resource management becomes the dominant means of communication.

Effective communication is essential for transmitting directives, building the spirit of cooperation and team, optimizing performance and satisfaction, and to prevent and solve problems. Formal flow of communication channels in directions downward, upward, and horizontal. Informal networks, essential for any modern business units, are extremely useful as the need to draw on current feelings and reactions of employees, the customers, is evident. Therefore, messages must be encoded carefully so that they clearly communicate the intentions, feelings and expectations. Then they must be sent through the most appropriate channels, and the feedback must be sought from the receiver to be sure that the message is decoded as expected.

Such barriers as frames of reference, value judgments, selective listening, filtering and distrust complicate the systems of internal and external business. They can be overcome by sending clear messages, complete, and specific. Demonstrating expertise, clarifying intentions, being reliable and dynamic can enhance credibility, exhibiting warmth and friendliness, and building a positive image. Solicit and provide specific feedback can also improve the effectiveness of communication.

One of the most important elements of consumer satisfaction is the ability to ask questions and be able to receive appropriate responses from business executives. Getting information, discovering the reasons, giving incentives, obtaining participation, checking understanding, initiating the thought process, inducing agreements, and refocusing attention, are all essential components of an effective communication plan with consumers. Thus, active listening skills of workers to assist a company to build a rapport with clients and help them find the relevant information they need.

In addition, body language is useful in reading the emotions and attitudes of customers and reinforcing verbal messages of an employee. Understanding vocal qualities can improve reading messages of others by employees of a company and help them to project their own, more effectively.

In conclusion, due to the increasing complexity and turbulence of the economic environment and the relative growth of research knowledge on the behavior patterns of customers, managers of the 21 st century must take four issues of primary importance, the need to manage the challenges of change, working within a global environment, being sensitive to diversity among people, to behave with integrity and ethics .......