Week 7 Final Paper

Kehao Wang
Keiser University
Dr. Jordan
MAN 551
Aug. 14. 2016

Introduction to Effective Communication

The necessity of customer communication
Communication is the process of people's thinking and feedback. Effective communication can
give customers a good image. Therefore, good communication with customers is necessary.
1. Effective communication with customers, and customers can narrow the distance. So as to
promote communication.
2. Effective communication with customers, can improve the quality of service, better
understanding of customer needs, provide better service.
3. Effective communication with customers, to better establish the company's image. Now the
fierce market competition, establish a good image of the company can make the company
better foothold in the market.
However, effective communication between customers and employees present problems with
call centers. For example, language and dialect. So many companies have multi language
services. (Ercis, 2011) (Warren, 2013)
Cultural communication challenges
Due to language problems, communication barriers are likely to lead to the failure of
communication between the company and the customer. So, companies need to have employees
from other countries, to communicate with customers in different countries.
Culture makes people from different cultural backgrounds have different needs and expectations,
increasing the uncertainty and complexity of the work, and even lead to confusion and conflict in
the management of transnational enterprises. At the same time, cultural differences make
employees from different cultural backgrounds of decision schemes and the management system
of the different understanding or implementation of different degree, the decision making

becomes more difficult. The diversity of the cultural model determines the diversity of
management mode, and the diversity of management mode brings a lot of obstacles to the
communication and cooperation between multinational managers and their partners. Good
communication determines the quality of management, organizational performance and staff
morale. Ignore cultural traditions shaped by different national sense of racial superiority, way of
thinking and perceptual knowledge, communication misunderstanding caused by different
understanding of cultural symbols and cultural attitude differences tend to cause the cultural
conflict, cultural conflict and often lead to hate psychology, very conservative and non rational
reflection of adverse consequences. In the multinational corporations, the management obstacle
brought by cross cultural communication will affect the development of the enterprise.
First, communication barriers affect the harmonious relationship between top managers
and subordinates of multinational companies. Managers and employees often come from two or
more cultural environment, if there is no good cultural exchanges and communication between
them, the negative impact of the cultural differences will play an important role in the formation,
between the destruction of managers and employees harmonious relationship.
Second, the impact of communication barriers to corporate decision-making, leading to
increased decision-making errors. Communication barriers to enable managers to understand the
real action, in the decision-making process will be will be conscious or unconscious to its
cultural value view, experience and knowledge as a basis for decision-making, thus increasing
the possibility of making mistakes.
Third, communication barriers lead to the loss of market opportunities and organizational
structure of the low efficiency of the enterprise. In the external business, because of the
language, habits and values and other cultural differences makes the business environment more

complex, thus increasing the difficulty of the market operation. And communication barriers to
the multinational companies can not be a positive and efficient organization of the image to meet
market challenges, the loss of market opportunities. In the internal management, enterprises can
not correctly understand and respect each other's cultural background, so in the process of
conflict prone to conflict.
The conflict and distance between different cultures will make the managers and
employees of cross cultural distance, the communication is blocked, and the management is in
trouble. Therefore, the need to clear the channels of communication, the reconstruction of
internal communication network.
First, it must be in the top management and the whole enterprise internal communication
the necessity and importance to reach a consensus, make corresponding system as a channel to
ensure smooth means, and try to establish a supervision mechanism, ensure communication
channel, not because of various factors and blocking.
Secondly, to find the appropriate communication carrier, to establish a reasonable
communication network. Communication should pay attention to parallel channels, such as oral
communication with a memorandum, language communication supplemented by expression,
gestures, meeting the results of the formation of a summary, these are easy to deepen and
accelerate the understanding and acceptance of information. Network communication has the
characteristics of super time, super regional and the interaction between the two sides. Especially
for cross cultural communication with different languages, the communication between the two
sides can avoid the information distortion and communication barriers caused by different
accents and non language factors in the face of verbal communication. Eliminate communication
barriers in a timely manner.

The study found that the main reasons for the impact of communication are: cultural
barriers, organizational structural barriers, psychological barriers. Language barriers, cultural
barriers and the level of semantic differences include the cultural barrier. Organizational
structural barriers include status, spatial and institutional barriers. Psychological barriers include
cognitive impairment, affective disorders, and attitudes. To identify the obstacles in intercultural
communication from the perspective of enterprise, to eliminate and overcome the obstacles in the
way of effective use of informal communication. Informal communication is the exchange of
information and information that is outside the formal communication channels. Informal
channels of information dissemination of information, although there are many imprecise
ingredients, but there is no lack of valuable things, and some even more than the official channel
of information transmission is more real, more effective. Because it tends to rely on a more direct
channel, without filtering and misunderstanding, is the best way to understand the corporate
leaders of public opinion. Managers can be used as a complement to the formal channels of
communication, really treat, make full use of. And between managers and employees in the cross
culture of informal communication can increase understanding of each other's character, emotion
preferences and better promote feelings, improve the efficiency of management.

Call Center Communication

Communication is a process of exchange of information. Communication is a process of
exchanging information, ideas, and understanding between two or more people.
Sometimes, although it seems that they are in communication, the single fact does not really
understand each other's meaning. Customer service personnel must constantly improve their
communication skills, so as to be able to master and use a variety of communication methods.
Telephone customer service is verbal communication and verbal communication is to use other
people can understand the language of conversation. Having the advantages of convenient,
direct, clear and easy to communicate, it can make the communication and communication
between the communicator and the person being communicated without any outside influence.
An accurate expression of the language can help you to clearly and directly express the content
you want to express, to convey the thoughts and feelings of the two sides.
The most important thing is to listen carefully in the communication, that a customer perspective,
understand customer needs, is to listen with compassion, the only way to win the trust of
customers, and then to reach a sales turnover of purpose. (Wan, 2012)
The role of listening
1, reflect the respect and care for the customer
Through effective listening, customer service staff can show customers that they are very
attached to their needs, and are working to meet their needs.
2, access to relevant information
Effective listening can enable customer service staff to obtain relevant information directly from
the customer account. The channel of information transmission is direct, link is little, obtain
information is sufficient, accurate.

3, solve customer problems, improve customer satisfaction

In the process of listening, customer service staff can communicate with the customer to convey
the relevant information to determine the focus of the focus of customer concerns and real needs,
to find a solution to the problem.
Skills of asking questions
In the telephone customer service communication, the question is also very important. When
listening, call center needs to give customers a certain response. If the customer's own mind is
clear, we may not need through other skills can quickly understand his needs, but if the customer
confusion, service personnel must through certain skills, quickly to the requirements of
customers to find out. At this time we should use the skills of asking questions. (Wu, Huang, Wu,
Wang, & Yang, 2007)

Social Media
Social promotion is the use of social activities and social media to allow more people and
organizations to understand and accept the contents of their promotion, so as to achieve the
purpose of publicity and popularization.
Social communication is the communication between people and people, is the use of a
certain tool to pass information, exchange ideas, in order to achieve a certain purpose of social
activities. In today's era, the economic and social environment changes make the communication
between people is more important. Because we only continue to communicate with all kinds of
personnel and information communication, in order to continuously enrich themselves, develop
their own. (Useful social media, 2012)
How to use social media to do promotion (Stack, 2014)
1 choose the right channels
To be a good social media seller, the most effective strategy is to find the right channels.
Think about traditional sales methods. If you want to sell a service or product, once you find a
potential customer, you will be more likely to succeed. For example, you won't sell computer
software to people who don't have computers.
You need to do some research to determine your target audience. Consider the following:
Who are they? (gender, age, background, etc.)
Where do they live?
Where do they work?
What are they interested in?
What kind of products or services they buy and like?

Find the answers to these questions and choose your sales channels based on them. Many
sellers often make mistakes is the only choice of popular market channels, such as Facebook or
Twitter. However, if your target audience is a professional field, or you are doing B2B sales, then
you should go to a professional place, such as LinkedIn.
2 output content and build relationships
In order to build trust, authority and the accumulation of the image of a full network of
fans, you need to regularly publish a number of high quality, fresh content. The content can be
the information from the blog, can also be your YouTube video, but they must be the audience
needs and feel useful content. If you can provide excellent information and resources on a
regular basis, potential customers will flock to you.
It is important to produce high quality content regularly, but it is also crucial to interact with
other bloggers, businesses, and readers. You can give others posts and comments point of praise,
share with your industry about the quality of content. Ask questions, and give your opinions on
some popular topics, and make people feel that they are becoming more and more understanding
of you. This strategy is similar to the "please" customers face to face sales. When people think
you are interested in a certain industry (and they), they will be more willing to buy your
products.
3 show your value
Although you are still not ready to sell your products or services, you can first share the
value of the services or products you provide. Try to show what your products are good for
people in social media. You can do this in a variety of ways, such as an information chart, a
service presentation, and a free trial and so on. This is a good way to get the potential seller to
know your product before the official purchase.

4 persuade them to take action

The last step is to make sure that there is a call to action in your content, or in other parts
of your account. This step can be driven by the user from the information receiving stage to enter
the purchase decision-making stage. Connect your posts, advertising, and other related icons to
your site so that you can make a more traditional "hard sell" strategy.
If you choose the right platform for social sales, and be able to regularly publish fresh,
engaging content, then you may be regarded as an expert. When you build an authoritative voice,
consumers will be more willing to "try" your service to decide if they want to make a purchase.
As you can see, these strategies are not very straightforward sales push, or is a kind of
information will be imposed to the audience. In a world of social marketing, it is really valuable
to use the right information in the right place.

Conclusion
The challenges brought by the Internet development, reflected in the operational level is:
business and consumer interaction and communication platforms and ways have changed. This
change will inevitably bring about the change of business model and the change of business
model, and also bring about the change of the ability of customer value cognition.
Recommendation
Enterprises need to adjust the operation of the company according to the Internet
development, such as provide multi- language, social media promotion, and promote the
company's multi cultural development. They are able to make the company better foothold in the
market.

Reference:
Ercis, M. S. (2011). Factors affecting custumer attachment in the marketing communication
and its implementation on tourism sector. Online Journal of Communication and Media
Technologies, 1(3), 83.
Warren, C. A., & Large, P. (2013). Effective communication. Transmission & Distribution
World, Retrieved from http://search.proquest.com.prx-keiser.lirn.net/docview/1619441492?
accountid=35796
Wan, Y. N. (2012). Call centre communication: An analysis of interpersonal meaning (Order
No. 3569011). Available from ProQuest Central; ProQuest Dissertations & Theses Full Text:
The Humanities and Social Sciences Collection. (1398850461).
Wu, J., Huang, L., Wu, J., Wang, P., & Yang, Z. (2007). A method for labor scheduling in
multi-skill call centers. Shanghai Jiaotong Daxue Xuebao (Journal of Shanghai Jiaotong
University), 41(7), 1169-1175.
Useful social media; useful social media: Global CMOs gather in new york to discuss the
future of social media in business. (2012). Marketing Weekly News, , 245.
Stack, S. (2014, Feb 07). BUSINESS & SOCIAL MEDIA BUSINESS LEADER
ATTITUDES. Irish Independent