Real-Life Communication -- Solution
Here's a sample of a memo:
TO: All OurBank Employees
FROM: Sue Meer, Customer Service Manager
SUBJECT: Addressing customer questions
It has come to my attention that many customers are asking questions regarding our policy of staff reimbursement for mutual plan sales and our various incentive programs.
This isn't always an easy question to answer, so I've prepared the following response in order to help you handle such questions. Please feel free to put this answer into your own words, as long as the meaning is not lost.
Question: How are bank employees influenced to sell me one type of investment over another?
Answer: While it's part of my job to sell mutual funds and other products, OurBank offers me no incentive, financial or otherwise, to sell any type of investment over another. I recommend only those investments that I believe are the right ones for you, given your financial situation and goals.
Please start answering these questions in this way, effective immediately. I will be glad to discuss any questions or concerns you might have.
Thank you,
Sue Meer
Pat Krajewski, vice-president of human resources at a bank, says communication skills are absolutely vital in customer service. "Customers want to know that we're listening to them and that we're incorporating their ideas into all the new offerings that we have for them," says Krajewski.
"It's absolutely critical. We're looking for people who want to deal with people through different forms of technology, as well as face to face."