Explain your plan for improvement; consider what is appropriate to share with customers

Exercise Two Communicate the Changes to Sales Associates Copyright © 2012 Cengage Learning [Click to edit Challenges Master title style] Copyright © 2012 Cengage Learning • Communicate a negative change • Use different communication channels to convey a message • Manage sales associates’ reactions to bad news Part 1: Write an Internal Memo from the Corporate Communication Director Copyright © 2012 Cengage Learning • Communicate the new compensation structure and customer service standards • Provide clear rationale for the change • Explain the new compensation structure • Describe the importance of following the new service standards Consider the Following Copyright © 2012 Cengage Learning • Sales associates’ potential reactions • The necessity of the change Copyright © 2012 Cengage Learning Part 2: Lead a Meeting with Sales Associates as an Individual Store Manager • How will you open the meeting? • How will you describe the rationale for the changes? • How will you explain the changes and what is expected of the sales associates? • How will you ensure that sales associates feel valued, despite these changes that affect them negatively? Copyright © 2012 Cengage Learning Part 2: Lead a Meeting with Sales Associates as an Individual Store Manager (cont’d) • How will you use the memo from the communication director as part of your own message? • How will you describe both the support you will provide and the consequences of not following the new standards? • How will you address questions and concerns from the sales associates? • How will you end the meeting? Exercise Three Respond to Customer Comments on the Blog Copyright © 2012 Cengage Learning [Click to edit Challenges Master title style] Copyright © 2012 Cengage Learning • Write short responses on a blog • Decide how to respond to positive and negative customer comments • Address customer complaints publicly Copyright © 2012 Cengage Learning Possible Approach to This Assignment • Choose a customer comment for your response • Acknowledge the comment first • Demonstrate your appreciation of the customer and the comment • Describe what, if any, action you’ll take as a result Exercise Four Write an Article to Customers on the Blog Copyright © 2012 Cengage Learning [Click to edit Challenges Master title style] Copyright © 2012 Cengage Learning • Respond to positive and negative feedback • Tailor corporate information to an external audience Copyright © 2012 Cengage Learning Consider the Following • Acknowledge the customer feedback (compliments and complaints) • Explain your plan for improvement; consider what is appropriate to share with customers • Incorporate Aggresshop’s corporate information (e.g., mission and customer commitment) • Promote the store • Encourage customers to return to the store 1 Films On Demand: Digital Communication Skills: Do’s and Don’ts 2 Learning Outcome 1 Understand the strategies of business communicators in conveying negative news. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use. Ch. 7 / Slide 3 Goals in Communicating Negative News Explaining clearly and completely Projecting a professional image Conveying empathy and sensitivity Being fair and impartial Maintaining friendly relations © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

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