Communication and Customer Relations KASNEB Notes

Download Communication and Customer Relations KASNEB Notes

CCP Foundation Level Notes

PAPER NO. 2 COMMUNICATION AND CUSTOMER RELATIONS

UNIT DESCRIPTION

This paper is intended to equip the candidate with knowledge, skills and attitudes that will enable him/her to apply business communication, customer relations and personal skills required in the credit management field/profession.

LEARNING OUTCOMES

A candidate who passes this paper should be able to:

  • Communicate effectively using a wide range of media in service delivery
  • Apply personal skills to building customer relationships and negotiate effectively
  • Prepare and conduct physical and online meetings
  • Demonstrate ability to effectively work with teams
  • Maintain customer relations through technology
  • Uphold professional standards, ethics and values that credit staff need to exhibit within workplace

CONTENT

  • Introduction to communication
  • Meaning of communication
  • Importance of communication
  • Elements of communication
  • The communication process
  • Principles of effective communication
  • Essential of an effective communication system
  • Methods of communicationInternal and external communication
  • Barriers to effective communication
  • Cross-cultural communication

Written communication and visual communication

  • Sentence construction and paragraph development
  • Business correspondence
  • Reports and proposals
    • Memorandum
    • Posters and notices
    • Forms and questionnaires
    • Circulars and newsletters
    • Advertisements and publicity materials
    • Documents used in business transactions – letter of enquiry, catalogue, quotation, purchase order, invoice, credit note, debit note, others
    • E-mail
    • Visual communication – graphs/charts/tables/diagrams/pictures

Download Communication and Customer Relations KASNEB Notes

  • Oral communication
    • Meaning of oral communication
    • Importance of oral communication
    • Types of oral communication-face to face and telephone conversations
    • Effective listening
    • Interviews
    • Oral presentations and public speeches
  • Persuasive communication
    • Interpersonal relationships
    • Assertiveness
  • Non-verbal communication
    • Meaning and importance of non-verbal communication
    • Forms of non-verbal communication
    • Effective use of non-verbal communication
    • Gender and nonverbal communication
    • Cultural impact on nonverbal communication
    • Barriers to effective non-verbal communication
    • Strategies for improving nonverbal communication
  • Meetings
    • Purpose of meetings
    • Types of meetings
    • Planning for a meeting
    • Agenda and notice
    • Conduct of meetings
    • Role of chairperson, secretary and participants
    • Minutes
    • Conferences and symposia
    • Teleconferencing and video conferencing
  • Groups and teams’ dynamics
    • Group development
    • Factor that determine the success of a group
    • Functions of groups in an organisation
    • Building effective teams
    • Team roles
    • Characteristics of effective teams
    • Group communication networks
    • Techniques for effective group discussion
    • Skills of an effective team player
    • Virtual groups – group e-mails, WhatsApp groups, social media, corporate blogs
    • Groupware
  • Decision making and problem solving
    • Meaning of decision making
    • Meaning of problem solving
    • Types of decisions
    • The decision making process
    • Techniques of group decision making and problem solving
    • Advantages and disadvantages of group decision making

Download Communication and Customer Relations KASNEB Notes

  • Negotiation in customer relations
    • Meaning of negotiation
    • The negotiation process
    • Role of negotiation in customer relations
    • Principles of effective negotiation
    • Skills required for effective negotiation
    • Success of a negotiation process
  • Making concessions
    • Approaches to negotiation
    • Barriers to effective negotiation
    • Negotiating with debtors
  • Customers’ feedback
    • Meaning of customer feedback
    • Importance of customer feedback
    • Methods of obtaining customer feedback
    • Principles of effective complaints handling
    • Procedure for handling customer feedback and complaints
    • Skills for effective complaints handling
    • Listening to customers
    • Dealing with difficult customers
  • Customer relations
    • Definition and importance of a customer
    • Changing customer behavior and expectations
    • Customer perception
    • Customer attraction and retention strategies
    • Meaning and importance of customer relations
    • Relationship marketing
    • Principles of good customer relations
    • Techniques of building long lasting customer relationships
    • Monitoring and measuring customer satisfaction and loyalty
  • Customer care through technology
    • Definition of customer care
    • Role of customer care in customer relations
    • Employees’ role in customer care
    • Role of technology in customer care
    • Call centers and help desks
    • Customer care through internet-based and mobile technologies
    • Technology etiquette and strategies
    • The telephone in customer care
    • Social media
  • Ethics in customer relations
    • Ethics in customer relations
    • Role of ethics in customer relations
    • Applying ethics in customer relations
    • Professional standards for credit staff
    • Ethical dilemma in customer relations
    • Overcoming ethical dilemma in customer relations

Download Communication and Customer Relations KASNEB Notes

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