COMPANIES, PARTICULARLY those in the service industry, should invest more in communication training for employees amid increased scrutiny from customers, a workshop provider said.
While many employees are already adept in basic spoken and written communication, their failure to address the needs of customers or clients on a more in-depth level can cost the company in the long run, said Sheila Viesca, chief executive of Talkshop, a communication training and personality development center in Makati City.
“Customers are becoming more and more intelligent these days. They know if the person in front of them is bluffing or if the person knows more than he or she is talking about... Customers can be dissatisfied and go elsewhere, and that can cost the company a lot in terms of profits or sales,” Ms. Viesca told BusinessWorld in an interview.
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