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Online channels have invariably become the main source of communication between sales or service agents with customers. They have fast replaced or complemented, depending on the industry, voice- based or face- to- face interactions. This digital communication includes social media, websites, live chat, texts and email. One aspect they lack in however, is non- verbal expression. Body language and deep engagement just cannot be conveyed properly through this. Thus, it become even more imperative that these agents use the right words. Apple, for instance has a proper policy document highlighting words and phrases that may or may not be used, depending on the circumstance. This sales or service agent is often the most visible source of digital marketing for a company. So, this has to be tackled sensitively.

Source:https://sloanreview.mit.edu/article/how-should-companies-talk-to-customers-online/

Uploaded Date:27 February 2019

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