Unit 5: Speaking to Customers
What percentage of an actor's or actress's performance on the stage succeeds because of what he or she does versus what he or she says? The best thespians know more than their lines; they also know their craft. A good customer service representative needs to be well versed in the craft of public speaking. To present information, respond to requests, influence buying decisions, and in other ways satisfy your customers' needs, it is essential that you speak clearly and persuasively. Unfortunately, one issue that causes many speakers to become tongue tied is when they have to present important details from memory. This unit concludes with a section on memory aids to encourage you to use techniques that will not only help you remember but also, hopefully, ease your anxiety about having to remember and speak at the same time.
Sir Winston Churchill, statesman, orator, and former British prime minister, said: "A good speech should be like a woman's skirt: long enough to cover the subject and short enough to create interest."
Completing this unit should take you approximately 9 hours.