Unit 2 Implement Customer Stakeholder Communication Strategy PDF

**Unit 2 Implement Customer/ Stakeholder Communication Strategy** 1. 2. 1. - Improves customer satisfaction and loyalty - Reduces customer churn - Increases customer lifetime value - Enhances brand reputation - Better understanding customer/ stakeholder needs - Improves Decisi...

**Unit 2 Implement Customer/ Stakeholder Communication Strategy** 1. 2. 1. - Improves customer satisfaction and loyalty - Reduces customer churn - Increases customer lifetime value - Enhances brand reputation - Better understanding customer/ stakeholder needs - Improves Decision-Making - Increases accountability and trust - Fosters innovation and collaboration - Improves service delivery and efficiency 2. **Regulations and Guidelines on Privacy, Security and Use of Data and Information in Singapore** - **Personal Data Protection Act (PDPA) 2012** The PDPA regulates the collection, use, disclosure, and care of personal data. It outlines principles for fair and responsible data handling. - **Do Not Call (DNC) Registry** This registry allows individuals to opt out of receiving marketing calls and messages. Customer service representatives must be aware of DNC regulations. - **Cybersecurity Act** This act promotes cybersecurity by setting standards for protecting critical infrastructure and information systems. PDPC \| Data Protection Obligations *Source: Pdpc.gov.sg* 3. **Types of Communication Styles Suitable for a Range of Occasions and Audience** +-----------------+-----------------+-----------------+-----------------+ | **Communication | **Characteristi | **Occasion** | **Audiences** | | Style** | cs** | | | +=================+=================+=================+=================+ | **Direct** | - Clear | - Meetings | - Colleagues | | | | | | | | - Concise | - Project | - Managers | | | | updates | | | | - Straightfor | | - Clients who | | | ward | - Crisis | value | | | | management | efficiency | | | - Focused on | | | | | facts | | | +-----------------+-----------------+-----------------+-----------------+ | **Informative** | - Structured | - Training | - Employees | | | | | | | | - Logical | - Presentatio | - Students | | | presentatio | ns | | | | n | | - Clients | | | | - Workshops | seeking | | | - Educate | | knowledge | +-----------------+-----------------+-----------------+-----------------+ | **Persuasive** | - Emotional | - Sales | - Potential | | | appeal | pitches | customers | | | | | | | | - Storytellin | - Campaigns | - Employees | | | g | | | | | | - Speeches | - Investors | | | - Convince | | | | | | - Proposals | | +-----------------+-----------------+-----------------+-----------------+ | **Assertive** | - Confident | - Conflict | - Formal | | | | resolution | | | | - Firm | | - Colleagues | | | | - Negotiation | | | | - Clear | s | - Managers | | | | | | | | - Respect | - Feedback | - Clients | | | | sessions | | +-----------------+-----------------+-----------------+-----------------+ | **Formal** | - Structured | - Business | - Corporate | | | | meetings | executives | | | - Professiona | | | | | l | - Official | - Government | | | | announcemen | officials | | | - Etiquette | ts | | | | | | - Professiona | | | - Formal | - Legal | ls | | | language | communicati | | | | | ons | | +-----------------+-----------------+-----------------+-----------------+ | **Informal** | - Casual | - Team chats | - Friends | | | | | | | | - Conversatio | - Social | - Colleagues | | | nal | gatherings | | | | | | - Familiar | | | | - Casual | customers | | | | updates | | +-----------------+-----------------+-----------------+-----------------+ | **Empathetic** | - Understandi | - Customer | - Clients | | | ng | service | | | | | | - Team | | | - Supportive | - Counselling | members | | | | | | | | - Active | - Team | - Patients | | | listening | support | | +-----------------+-----------------+-----------------+-----------------+ 4. **Procedures and Application of Active Listening Skills and Questioning Techniques for a Range of Situations** Table below summarises the procedures and application of active listening skills and questioning techniques in various situations: +-----------------------------------+-----------------------------------+ | Situation | Techniques\ | | | *(active listening skills, | | | questioning techniques)* | +===================================+===================================+ | **Clarifying Meaning and | 1. [Listen ] | | Understanding** | | | | | | | | | | 2. [Interpret and Clarify | | | ] | | | | | | | | | | | | 3. [Ask] | | | | | | | | | | | | 4. [Respond] | +-----------------------------------+-----------------------------------+ | **Building Relationships** | 1. [Listen ] | | | | | | | | | | | | 2. [Interpret and Clarify | | | ] | | | | | | | | | | | | 3. [Ask] | | | | | | | | | | | | 4. [Respond] | +-----------------------------------+-----------------------------------+ | **Solving Problems** | 1. [Listen ] | | | | | | | | | | | | 2. [Interpret and | | | Clarify] | | | | | | | | | | | | 3. [Ask] | | | | | | | | | | | | 4. [Respond] | +-----------------------------------+-----------------------------------+ | **Cross-cultural Communication** | 1. [Listen ] | | | | | | | | | | | | 2. [Interpret and Clarify | | | ] | | | | | | | | | | | | 3. [Ask] | | | | | | | | | | | | 4. [Respond] | +-----------------------------------+-----------------------------------+ 5. **Characteristics of Good Speaking Skills and Best Practices for a Range of Occasions and Audience** Table below summarises the characteristics of good speaking skills and best practices for a range of occasions and audience. +-------------+-------------+-------------+-------------+-------------+ | Characteris | Description | Best | Occasions | Audience | | tics | | Practices | | | +=============+=============+=============+=============+=============+ | Fluency | The ability | - Practic | - Public | - Colleag | | | to speak | e | speakin | ues | | | smoothly | speakin | g | | | | and | g | | - Clients | | | effortlessl | regular | - Meeting | | | | y | ly | s | - Public | | | | | | | | | | - Avoid | - Present | | | | | filler | ations | | | | | words | | | | | | | | | | | | - Use | | | | | | pauses | | | | | | effecti | | | | | | vely | | | +-------------+-------------+-------------+-------------+-------------+ | Vocabulary | The range | - Expand | - Profess | - Profess | | | of words | vocabul | ional | ionals | | | used in | ary | discuss | | | | speech | through | ions | - Intervi | | | | reading | | ewers | | | | and | - Intervi | | | | | practic | ews | | | | | e | | | | | | | | | | | | - Use | | | | | | context | | | | | | -appropriat | | | | | | e | | | | | | languag | | | | | | e | | | | | | | | | | | | - Avoid | | | | | | jargon | | | +-------------+-------------+-------------+-------------+-------------+ | Grammar | The correct | - Practis | - Written | - Profess | | | use of | e | communi | ionals | | | language | writing | cation | | | | rules. | and | | - Stakeho | | | | speakin | - Present | lders | | | | g | ations | | | | | | | | | | | - Proofre | - Speeche | | | | | ad | s | | | | | | | | | | | - Rehears | | | | | | e | | | | | | speeche | | | | | | s | | | +-------------+-------------+-------------+-------------+-------------+ | Pronunciati | The way | - Practis | - Custome | - Custome | | on | words are | e | r | rs | | | articulated | | service | | | | | - Listen | | - Interna | | | | to | - Interna | tional | | | | native | tional | clients | | | | speaker | communi | | | | | s | cation | | | | | | | | | | | - Use | | | | | | tools | | | | | | like | | | | | | diction | | | | | | aries | | | | | | with | | | | | | phoneti | | | | | | c | | | | | | transcr | | | | | | iptions | | | +-------------+-------------+-------------+-------------+-------------+ | Modulation | The | - Practic | - Sales | - Clients | | | variation | e | pitch | | | | in pitch, | varying | | - Public | | | tone, and | tone | - Custome | | | | pace of | and | r | - Stakeho | | | speech to | pace to | engagem | lders | | | convey | maintai | ent | | | | meaning and | n | | | | | emotion | interes | - Trainin | | | | | t | g | | | | | | | | | | | - Use | | | | | | emphasi | | | | | | s | | | | | | on key | | | | | | points | | | | | | | | | | | | - Be | | | | | | aware | | | | | | of | | | | | | audienc | | | | | | e's | | | | | | reactio | | | | | | n | | | +-------------+-------------+-------------+-------------+-------------+ 6. **Role of Non-Verbal Communication for Effective Communication for a Range of Contexts and Target Audience** Table below outline the role of non-verbal communication for effective communication across various contexts and target audiences: +-------------+-------------+-------------+-------------+-------------+ | Non-Verbal | Description | Best | Contexts | Audience | | Communicati | | Practices | | | | on | | | | | +=============+=============+=============+=============+=============+ | Body | Convey | - Maintai | - Face-to | - Colleag | | Posture and | confidence, | n | -face | ues | | Gestures | openness, | open | meeting | | | | and | posture | s | - Clients | | | attentivene | | | | | | ss. | - Use | - Present | | | | | appropr | ations | | | | | iate | | | | | | hand | - Network | | | | | gesture | ing | | | | | s | events | | | | | | | | | | | - Avoid | - Public | | | | | closed | speakin | | | | | or | g | | | | | defensi | | | | | | ve | | | | | | posture | | | | | | s | | | +-------------+-------------+-------------+-------------+-------------+ | Personal | Creates a | - Respect | - Social | - Colleag | | Space | sense of | cultura | interac | ues | | | comfort or | l | tions | | | | distance. | norms | | - Clients | | | | | - Workpla | | | | | - Avoid | ces | | | | | invadin | | | | | | g | - Busines | | | | | persona | s | | | | | l | meeting | | | | | space | s | | | | | | | | | | | - Maintai | | | | | | n | | | | | | appropr | | | | | | iate | | | | | | distanc | | | | | | e | | | +-------------+-------------+-------------+-------------+-------------+ | Physical | Can build | - Use | - Introdu | - Clients | | Contact | rapport or | appropr | ctions | | | | create | iate | | - Acquain | | | discomfort. | physica | - Greetin | tance | | | | l | gs | | | | | contact | | | | | | (e.g., | - Network | | | | | handsha | ing | | | | | ke, | events | | | | | pat on | | | | | | the | | | | | | back) | | | | | | | | | | | | - Avoid | | | | | | excessi | | | | | | ve | | | | | | or | | | | | | unwante | | | | | | d | | | | | | contact | | | +-------------+-------------+-------------+-------------+-------------+ | Dressing | Projects | - Dress | - Profess | - Colleag | | | professiona | appropr | ional | ues | | | lism, | iately | setting | | | | formality, | for the | s | - Employe | | | and | occasio | | rs | | | respect. | n | - Social | | | | | and | events | - Profess | | | | audienc | | ionals | | | | e | - Intervi | | | | | | ews | - Clients | | | | - Maintai | | | | | | n | - Busines | | | | | good | s | | | | | hygiene | Meeting | | | | | | s | | | | | | | | | | | | - Confere | | | | | | nces | | +-------------+-------------+-------------+-------------+-------------+ | Facial | Convey | - Maintai | - Busines | - Colleag | | Expressions | emotions, | n | s | ues | | and Eye | interest, | appropr | negotia | | | Contact | and rapport | iate | tions | - Clients | | | | eye | | | | | | contact | - Custome | | | | | | r | | | | | - Use | service | | | | | facial | | | | | | express | - Present | | | | | ions | ations | | | | | to | | | | | | match | - Meeting | | | | | verbal | s | | | | | message | | | | | | s | | | | | | | | | | | | - Smile | | | | | | appropr | | | | | | iately | | | +-------------+-------------+-------------+-------------+-------------+ | Tone of | Conveys | - Use | - Phone | - Colleag | | Voice | emotions, | varied | calls | ues | | | emphasis, | intonat | | | | | and | ion | - Speeche | - Clients | | | clarity. | | s | | | | | - Avoid | | - Audienc | | | | monoton | - Custome | e | | | | e | r | | | | | | service | | | | | - Match | | | | | | tone to | - Sales | | | | | the | pitches | | | | | message | | | | | | and | | | | | | context | | | +-------------+-------------+-------------+-------------+-------------+ 7. **Difficult Situations Encountered During Customer/ Stakeholder Communication and Ways to Handle Them** Difficult customer service situations are inevitable. Understanding why they arise and how to approach them effectively is key to maintaining positive customer relationships. Customer wants to feel heard, valued, and satisfied. Following table defines some common difficult situations and strategies to navigate them effectively: +-----------------------+-----------------------+-----------------------+ | Situation | Possible Causes | Ways to Handle | +=======================+=======================+=======================+ | Angry or Upset | - Unresolved issues | A. [Listen Actively | | Customer/ Stakeholder | | and | | | - Unmet | Empathetically | | | expectations | ] | | | | | | | (poor service, | (Allow them to | | | delays) | express their | | | | frustration | | | - Lack of | without | | | communication | interruption) | | | | | | | | B. [Acknowledge | | | | their | | | | Feelings]{.underl | | | | ine} | | | | | | | | (Validate their | | | | emotions) | | | | | | | | C. [Apologize | | | | Sincerely]{.under | | | | line} | | | | | | | | (Offer a genuine | | | | apology) | | | | | | | | D. [Offer | | | | Solutions]{.under | | | | line} | | | | | | | | (Find a | | | | resolution and | | | | follow up to | | | | ensure | | | | satisfaction) | +-----------------------+-----------------------+-----------------------+ | Unrealistic | - Misunderstanding | A. [Clarify | | Expectations/ Demands | of service | Expectations/ | | | capabilities | Demands]{.underli | | | | ne} | | | - Lack of | | | | understanding of | (Understand their | | | limitations | POV) | | | | | | | - Past experiences | B. [Set | | | | Expectations]{.un | | | - Inexperience | derline} | | | | | | | - Lack of clear | (Explain | | | communication | limitations or | | | | policies | | | | politely) | | | | | | | | C. [Communicate | | | | Limitations]{.und | | | | erline} | | | | | | | | (Transparently | | | | explain any | | | | constraints) | | | | | | | | D. [Offer | | | | Alternatives]{.un | | | | derline} | | | | | | | | (Provide feasible | | | | solutions) | +-----------------------+-----------------------+-----------------------+ | Unresponsive | - Busy schedules | A. [Use Multiple | | Customer/ Stakeholder | | Communication | | | - Lack of interest | Channels]{.underl | | | | ine} | | | - Miscommunication | | | | | (email, phone, | | | | social media, | | | | etc) | | | | | | | | B. [Follow up | | | | regularly and | | | | politely]{.underl | | | | ine} | | | | | | | | (Provide updates) | | | | | | | | C. [Encourage | | | | Feedback]{.underl | | | | ine} | | | | | | | | (Highlight the | | | | importance of | | | | their input) | +-----------------------+-----------------------+-----------------------+ 8. **Types of Presentation Styles and Formats, their Purpose and Target Audience** 1. **Informative Presentations:** Informative presentations aim to provide clear information about policies, procedures, or updates. It is common to see the usage of data, infographics, charts and graphs. Target audience include employees, team members, and stakeholders who need to be informed. Examples: Training for new hires, monthly reports for management. 2. **Persuasive Presentations:** Persuasive presentations aim to convince the audience to support an idea, product, or service. Target audience include potential clients, stakeholders, or team members. Examples: Sales pitches for new product launch, proposals for management. 3. **Instructional Presentations:** Instructional presentations aim to teach the audience a specific skill or task. Target audience include employees, clients, and new hires. Examples: Software tutorials using Live demos or pre-recorded video tutorials, complaint resolution procedures. 4. **Inspirational Presentations:** Inspirational presentations aim to motivate and energize the audience. Target audience include staff or specific teams needing encouragement. Examples: Leadership talks, storytelling using videos or guest speakers. 9. **Techniques for Creating and Delivering an Effective Presentation** The following table outlines how the techniques for creating and delivering effective presentations can be applied to the four common presentation styles: Informative, Persuasive, Instructional, and Inspirational. Each style requires specific Planning, Preparation, Rehearsal, and Delivery methods to engage audience. +-------------+-------------+-------------+-------------+-------------+ | Techniques | Informative | Persuasive | Instruction | Inspiration | | | Presentatio | Presentatio | al | al | | | n | n | | Presentatio | | | | | Presentatio | n | | | | | n | | +=============+=============+=============+=============+=============+ | *Planning* | | | | | +-------------+-------------+-------------+-------------+-------------+ | Objective | Provide | Convince | Teach | Motivate | | | clear | the | specific | and | | | information | audience | skills or | energize | | | | | task | the | | | | | | audience | +-------------+-------------+-------------+-------------+-------------+ | Target | - Employe | - Potenti | - Employe | - Entire | | Audience | es | al | es | staff | | | | clients | | | | | - Team | | - Clients | - Specifi | | | members | - Team | | c | | | | members | - New | teams | | | - Stakeho | | hires | | | | lders | - Stakeho | | | | | | lders | | | +-------------+-------------+-------------+-------------+-------------+ | Resources | - Data | - Compell | - Trainin | - Success | | | | ing | g | stories | | | - Infogra | stories | materia | | | | phics | | ls | - Quotes | | | | - Evidenc | | | | | - Charts | e | - Step-by | - Persona | | | | | -step | l | | | - Graphs | - Testimo | instruc | stories | | | | nials | tions | | +-------------+-------------+-------------+-------------+-------------+ | Venue | - Meeting | - Meeting | - Trainin | - Auditor | | | room | room | g | ium | | | | | room | | | | - Online | - Online | | - Large | | | | | - Online | meeting | | | | | | room | +-------------+-------------+-------------+-------------+-------------+ | *Preparatio | | | | | | n* | | | | | +-------------+-------------+-------------+-------------+-------------+ | Duration | 20-30 | 30-45 | 45-60 | 20-30 | | | minutes | minutes | minutes | minutes | +-------------+-------------+-------------+-------------+-------------+ | Structure | - Introdu | - Introdu | - Introdu | - Introdu | | | ction | ction\ | ction | ction | | | | (Proble | | | | | (Overvi | m) | (Import | (Theme) | | | ew) | | ance | | | | | - Content | of | - Content | | | - Content | | skill) | | | | \ | (Soluti | | (Storie | | | (Key | on) | - Content | s, | | | points, | | | lessons | | | example | - Conclus | (step-b | , | | | s) | ion | y-step | example | | | | | instruc | s) | | | - Conclus | (Call-t | tions) | | | | ion | o-action) | | Conclus | | | | | - Conclus | ion | | | (Summar | | ion | | | | y) | | | (Call-t | | | | | (Summar | o-action, | | | | | y) | summary | | | | | | ) | +-------------+-------------+-------------+-------------+-------------+ | Transitions | Smooth | Logical | Clear steps | Emotional | | | between | flow | | build-up | | | sections | | | | +-------------+-------------+-------------+-------------+-------------+ | Audio | - Slides | - Slides | - Slides | - Slides | | Visual Aids | | | | | | | - Handout | - Visuals | - Demonst | - Inspira | | | s | | rations | tional | | | | - Videos | | videos | | | | | | | | | | | | - Images | +-------------+-------------+-------------+-------------+-------------+ | *Rehearsal* | | | | | +-------------+-------------+-------------+-------------+-------------+ | Body | - Open | - Engagin | - Confide | - Energet | | Language | | g | nt | ic | | | - Confide | | | | | | nt | - Asserti | - Patient | - Confide | | | | ve | | nt | | | | | - Encoura | | | | | - Confide | ging | - Passion | | | | nt | | ate | | | | | - Demonst | | | | | - Passion | rative | - Express | | | | ate | | ive | | | | | | | | | | - Persuas | | | | | | ive | | | +-------------+-------------+-------------+-------------+-------------+ | Voice and | - Clear | - Persuas | - Clear | - Motivat | | Pronunciati | | ive | | ional | | on | - Audible | | - Instruc | | | | | - Varied | tional | - Uplifti | | | - Concise | tone | | ng | | | | | | | | | | | | - Pauses | | | | | | for | | | | | | impact | +-------------+-------------+-------------+-------------+-------------+ | Attire | Professiona | Professiona | Professiona | Professiona | | | l | l | l | l | | | | | (Practical) | | +-------------+-------------+-------------+-------------+-------------+ | *Delivery* | | | | | +-------------+-------------+-------------+-------------+-------------+ | Persuasive | Use | Emotional | Use visuals | Use | | Communicati | storytellin | appeals | and | personal | | on | g, | | demonstrati | stories and | | Techniques | data, and | (e.g. | ons | examples to | | | benefits to | rhetorical | to | connect | | | convince | questions, | illustrate | with | | | | repetition) | steps | audience on | | | | | | an | | | | | | emotional | | | | | | level | +-------------+-------------+-------------+-------------+-------------+ | Q&A | Answer | Anticipate | Allow | At the end | | | anticipated | and address | audience to | | | | questions | counterargu | practice | | | | confidently | ment | and provide | | | |. | | feedback | | +-------------+-------------+-------------+-------------+-------------+ | Voice | - Steady | | Clear | - Dynamic | | Modulation | | | instruction | | | | - Clear | | s | - Inspiri | | | | | | ng | | | - Pace | | | | +-------------+-------------+-------------+-------------+-------------+ **Informative Presentations Skills:**  *Source: https://slidemodel.com/presentation-skills-guide/* **Persuasive Presentations skills:** skills required for persuasive presentations*Source: https://slidemodel.com/presentation-skills-guide/* **Instructional Presentations Skills:**  *Source: https://slidemodel.com/presentation-skills-guide/* **Inspirational Presentations Skills:** skills required for inspirational presentations *Source: https://slidemodel.com/presentation-skills-guide/* 10. **Types, Sources and Purpose of Information and Data in Organisations** Assist to personalise interactions and anticipate customer needs. *E.g.:* demographics, purchase history, preferences, and past service interactions Enables customer service representatives to accurately answer questions and resolve problems. *E.g.:* features, pricing, specifications, troubleshooting guides, and known issues. Used to identify areas for improvement and track progress. *E.g.:* call resolution time, customer satisfaction scores, and agent performance data. Provides insights into customer behaviour and helps tailor service strategies. *E.g.:* Industry trends, competitor analysis, and market research. Data generated within the organisation. *E.g.:* CRM systems, sales report, website analytics, employee feedback Data gathered from outside the organisation. *E.g.:* industry reports, market research, and customer reviews on social media. Information and data are used to analyse and identify trends, patterns, understand customer needs, and anticipate potential issues. *E.g.:* Analyse call logs can reveal frequently asked questions Data can guide representatives in making informed decisions about customer interactions. *E.g.:* Customer purchase history can be used to recommend relevant products. Data and information help to develop customer service plans that address recurring issues and personalise communication. *E.g.:* Analysing customer feedback can help to identify areas for improvement in the customer service process. 11. **Guidelines for Collecting Information** +-----------------------------------+-----------------------------------+ | Guideline | Description | +===================================+===================================+ | When Information is Needed | Determine the specific situations | | | where information is required. | | | | | | *E.g.:* quarterly reviews, | | | project milestones, customer | | | complaints | +-----------------------------------+-----------------------------------+ | What Information is Needed | Identify the types of information | | | that are relevant and required to | | | address the identified need. The | | | information must align with the | | | objectives. | | | | | | *E.g.:* purchase history, | | | preferences, feedback, and | | | support inquiries. | +-----------------------------------+-----------------------------------+ | How Much Information is Needed | Determine the quantity and depth | | | of information required to make | | | informed decisions. Collecting | | | excessive information can be | | | time-consuming, while | | | insufficient information can lead | | | to inaccurate conclusions. | +-----------------------------------+-----------------------------------+ | How to Collect Information | Select the most efficient and | | | reliable methods for gathering | | | information. Ensure data | | | collection processes are | | | transparent, secure, and | | | compliant with relevant | | | regulations. | | | | | | *E.g.:* online forms, surveys, | | | communication channels (phone, | | | email) | +-----------------------------------+-----------------------------------+ | How to Combine Information | Establish processes to | | | consolidate information from | | | different sources into a | | | centralized database or CRM | | | system. Ensure that combined data | | | is accurate and consistent. | +-----------------------------------+-----------------------------------+ | How and When to Review | Regularly review and assess the | | Information Needs | effectiveness of information | | | collection strategies. Identify | | | any gaps, and make necessary | | | adjustments based on changing | | | customer needs, business goals, | | | or regulatory requirements. | | | | | | *E.g.:* periodic reviews | +-----------------------------------+-----------------------------------+ 12. **Types, Purpose and Preparation of Workplace Documents** 1. **Emails** *Purpose:* It is a versatile form of communication used for both internal and external purpose. In customer service, emails are often used to respond to customer inquiries, provide updates, and resolve issues. *Preparation:* - Format - Clear subject line, a professional greeting, a concise body, and a polite close. - Style - Maintain a professional tone and avoid jargon. 2. **Letters** *Purpose:* Formal documents typically used for external communication. Letters are often printed on company letterhead and follow a structured format to maintain professionalism. *Preparation:* - Format - Formal letter format, including sender and recipient addresses. Include the heading, introduction, body, conclusion, and signature line. - Style - Proofread for accuracy, professionalism, and tone. 3. **Reports** *Purpose:* Detailed documents that provide comprehensive information on specific topics. They are essential for decision-making and strategic planning. *Preparation:* - Format - Include a title page, table of contents, executive summary, introduction, body, conclusion, and appendices. - Style - Use clear headings and subheadings to enhance readability. Include charts, tables, and references to support the content. 4. **Notes of Meeting** *Purpose:* Meeting notes/ minutes are records of discussions and decisions made during meetings. They are crucial for keeping track of action items, responsibilities, and deadlines. *Preparation:* - Format - Record the date, time, attendees, agenda items, discussions, decisions, and action items. - Style - Be concise and objective. 5. **Forms** *Purpose:* Standardised documents used to collect information systematically. In customer service, forms can be used for customer feedback, service requests, and complaint submissions. *Preparation:* - Format - Design a user-friendly form with clear fields for inputs. - Style - Be clear and specific in the instructions. 6. **Charts and Tables** *Purpose:* Visual tools used to present data clearly and concisely. *Preparation:* - Format - Use clear labels, legends, and titles. - Style - Ensure data is accurate and presented in an easy-to-understand manner. 13. **Guidelines and Common Styles of Referencing** 14. **Guidelines and Organisational Standards for Workplace Documents** A. **Clear, Accurate, and Objective Language** [Clarity: ] Use simple, direct language, and avoid jargon. [Accuracy:] Be specific and precise by providing detailed and exact information. Avoid vague terms and ensure that all necessary details are included. [Objectivity:] Maintain neutrality and avoid subjective language and personal opinions. B. **Formatting and Style** [Standard Templates: ] C. **Timelines** 15. **Challenges Faced when Implementing Customer/ Stakeholder Communication Strategy and Strategies to Overcome Them** A. **Increased Customer Support Volume** - Automate using tools like chatbots and FAQs to handle simple queries instantly. - Expand support channels to include self-service options (video tutorials and user guides for common issues). - Prioritise queries based on urgency, allowing agents to focus on high-priority cases. - Monitor and measure metrics like response time, resolution rate, and customer satisfaction to identify areas for improvement. B. **Stressed Customers** - Provide staff with training on empathy, active listening, and conflict resolution skills to handle difficult situations calmly and professionally. - Encourage staff to use empathetic tone and personalise interactions by addressing customers by name and referring to their preferences or purchase history. - Equip staff with the tools and authority to resolve issues quickly. C. **Smaller Teams** - Empower and train staff to use CRM systems to manage customer interactions efficiently. - Partner with external vendors for handling overflow during peak periods. D. **Unresponsive Customers and Missing Information** - Implement clear communication guidelines and templates to ensure staff gather all necessary information upfront at initial contact point. - Send automated reminders and follow-ups to prompt customers. - Use multiple communication channels to get in touch with customers. E. **Handling Awkward Situations** - Develop a protocol for handling sensitive topics or situations (pricing errors) and provide agents with training on how to navigate them professionally. - Offer to escalate complex situations to a supervisor when needed. F. **Apologising to Customers** - Apologise sincerely by acknowledging the issue, taking responsibility, and offering a solution or compensation. - Empower agents with the authority to offer appropriate resolutions when warranted. - Follow up with customers after resolving the issue to ensure their satisfaction and maintain a positive relationship. G. **Troubleshooting with Non-Technical Customers** - Use simple and jargon-free language and explain in layman's terms. - Provide step-by-step guidance by breaking down instructions into simple, manageable steps in real time. - Provide visual aids such as videos or diagrams to illustrate steps. - Implement remote access or screen-sharing tools to allow agents to guide customers through troubleshooting steps visually.