"عسى ان يكون علما ينتفع به" Communication دي لينكات لمحاضرات في امراض وادوية الدواجن وكورسات التنمية البشرية ... جميع المحاضرات بصيغة بوربوينت ادوية علاج الدواجن من المضادات الحيوية ومستخلصات الأعشاب Poultry medications (antibiotics and herbal extracts) Link to download more presentations in PowerPoint https://drive.google.com/open?id=1EtFtygmlvOYqjqpanRTIgoExIENd-YIB امراض الدواجن البكتيرية والفيروسية واساسات التحصينات ومناعة الطيور Poultry diseases, vaccination, and immunity Link to download presentations in PowerPoint https://drive.google.com/open?id=1znC0qeHMivV2ai4_IUweA-VTBQLJSVKu كورسات التنمية البشرية Soft skills courses Link to download presentations in PowerPoint https://drive.google.com/open?id=1R3CqcFO10bOyi1aRQx0WNSn6B5TMNMxu

1. Seven Cs of Effective
Communication
Life Time Example

2. Life Time Example
Look at the conversation given below between a Customer Service Representative
(CSR) of Skynet, a leading Telecom Service Provider and its customer, George.

3. Good Morning Sir, thank you for calling Skynet Customer Service
Desk.
My name is Mark Watson. How may I help you?
Hi, my name is George Kendall.
I use your post-paid mobile services.
Lately, I have been seeing that my mobile bill does not reflect the
correct amounts.
I see calls on my bill that I have not made.
I kept calling your customer care but they have not been able to
help me at all.

4. Sir, I am really sorry for all the inconvenience caused to you.
I will try my best to help you with this issue.
Could you please tell me your mobile number?
Sure, my mobile number is 0001234567.

5. Thank you, Sir.
Since when have you noticed a discrepancy in your bill amounts?
I had gone for a business meeting abroad. Ever since I returned
from there, the bill amount has gone haywire.

6. Conciseness
› The CSR uses the C of ‘Conciseness’ in his message so that he uses optimum wordiness in
his message.
› The CSR communicates what he wants to convey in least possible words without forgoing
the other C’s of communication.
› He highlights the main message and avoids using excessive and needless words.
› Such a message is more appealing and comprehensible to the audience and is also non-
repetitive in nature.

7. Let me check your details, Sir.
Please give me a minute.

8. Correctness
› The CSR uses the C of ‘Correctness’ in his communication as there are no grammatical
errors in communication.
› Also, his message is exact, correct and well-timed.
› He has found the cause of the issue that the customer is facing and his well-timed and
accurate communication boosts up the confidence level that the customer has in the CSR’s
abilities.
› He has made sure that he communicated the message after he checked the precision and
accurateness of facts and figures. He has also communicated with the use of appropriate and
correct language in the message.

9. Sir, I notice that although you have returned back to your home
network, due to some error in the billing, you are still being
charged as per international roaming charges. That explains why
your bill amount has been high ever since your return.
So, now what?

10. Consideration
› The CSR uses the C of ‘Consideration’ here as he makes an attempt to envisage the
customer’s requirements, emotions, as well as problems.
› He emphasizes on ‘you’ approach, empathizes with his customer and exhibits interest in the
customer’s problem.
› He shows optimism by emphasizing that he will try his best to resolve the customer’s issue
and talks about “what is possible” rather than “what is impossible”.
› He exhibits a committed, warm, healthy and helpful nature through his speech.

11. Please don’t worry. I have manually made corrections to your
status now and from next billing cycle onwards you will be charged
correctly. Moreover, since this was an error from our side, I would
request you to please visit our main branch. They would be able to
access your billing details and refund back the amount that was
incorrectly charged.
That’s great! Thank you so much. What about the calls that I
notice on my bill and I have not made?

12. The people at the main branch would be able to delve further into
that issue as they have detailed access to your account and billing
details. They would be able to tell you in detail about to whom,
when and where those calls were made.
That’s really good. Thank you for all your help. I will surely visit
your branch and sought this out. At least I am relieved to know that
I will get my money back.

13. Would you like me to email you a list of all our branches or the
address of any particular branch close to your home or office?
Sure, that would be great! Could you please email me the address
and contact details of any branch close to the Springfield area. My
office is in Springfield, I would make a visit to the branch during my
office lunchtime.

14. Could I please have your email address please? My email ID is gkendall@gmail.com

15. Let me repeat that again, your email ID is ‘g’ as in ‘Golf’, ‘k’ as in
‘Kilo’, ‘e’ as in ‘Echo’, ‘n’ as in ‘November’, ‘d’ as in ‘Delta’, ‘a’ as in
‘Alpha’, ‘l’ as in ‘Lima’ and ‘l’ as in ‘Lima’ again at gmail dot com. Is
that right?
Yes, that’s correct.

16. Sure Sir, I have emailed you the details of two branches close by
to Springfield area.
Great! Thanks!

17. Completeness
› The CSR uses the C of ‘Completeness’ here as his communication has been completed or
consummated. He has conveyed all the facts required by his customer.
› Such a complete communication develops and enhances reputation of the individual or the
CSR here as well as his organization, Skynet.
› He has also done cost saving as the customer would not have to call again to enquire about
branch contact details. Hence, no crucial information is missing and no additional cost is
incurred in conveying extra message as the communication is complete.
› Such a complete communication gives additional information, wherever required. Also, a
complete communication leaves no questions in the mind of receiver.

18. Sir, I am really sorry for the error from our side and for all the
inconvenience caused to you. Is there anything else I can help you
with?

19. Courtesy
The CSR uses the C of ‘Courtesy’ in his message as he tries to show respect for his customer.
He appears to be sincere, polite, and enthusiastic to help and serve the customer. His courteous
message shows his positive attitude and also shows that he is focused on his customer’s needs.

20. Thank you for calling Skynet Customer Service Desk. Have a good
day, Sir.
No, thank you. You have really been very helpful.
You too!