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Managing customer  communications. <ul><li>Sam prakash </li></ul>
Excellent listening  skills Excellent non-verbal communication skills Prodductive relationship with customer Excellent ver...
Excellent verbal communication skills   communicating positively. <ul><li>Plan your message. </li></ul><ul><li>Greet custo...
Focus  on your customer
Excellent verbal communication skills   words & phrases that build relationship <ul><li>Please </li></ul><ul><li>Thank you...
Excellent verbal communication skills   words & phrases that damage relationship <ul><li>You don’t understand </li></ul><u...
Don’t leave them on HOLD  Ask permission & keep an eye on the clock.  Don’t leave them waiting !
But… NEVER, EVER say that you… It’s our responsibility to get the answers they need.
When we say we do not know the answer it is a dead  end to the user.   That’s frustrating!
Six C of giving  good inf: to customer clear complete courteous concrete correct concise
Excellent Non verbal communication with customer <ul><li>Body language </li></ul><ul><li>Volume cues </li></ul><ul><li>App...
Excellent Non verbal communication with  customer <ul><li>Volume cues   </li></ul><ul><li>Pitch </li></ul><ul><li>Volume  ...
Make a good First Impression Be everything you would expect and want to your customer as you would for yourself
Excellent Non verbal communication with  customer <ul><li>Miscellaneous cues </li></ul><ul><li>Personal habits </li></ul><...
Positive and negative communication behavior <ul><li>Brief eye contact </li></ul><ul><li>Eyes wide open </li></ul><ul><li>...
Keep  Smiling Build a good customer relationship.   Create a devoted customer.
CHARACTERISTES OF GOOD LISTENER  <ul><li>Empathy </li></ul><ul><li>Understanding </li></ul><ul><li>Patience </li></ul><ul>...
Strategies for improved listening <ul><li>Stop talking ! </li></ul><ul><li>Prepare yourself </li></ul><ul><li>Listen activ...
Listen actively use acceptance responses so they know you are listening repeat all critical elements so they know you unde...
Because everyone likes to be thanked. and
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Managing customer communications.

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Transcript of "Managing customer communications."

  1. 1. Managing customer communications. <ul><li>Sam prakash </li></ul>
  2. 2. Excellent listening skills Excellent non-verbal communication skills Prodductive relationship with customer Excellent verbal communication skills
  3. 3. Excellent verbal communication skills communicating positively. <ul><li>Plan your message. </li></ul><ul><li>Greet customer warmely & sincerely. </li></ul><ul><li>Be specific. </li></ul><ul><li>Use “small talk”. </li></ul><ul><li>Use simple language </li></ul><ul><li>Paraphrase. </li></ul><ul><li>Agree with customer. </li></ul><ul><li>Ask +ve ly phrased question (instead, ‘why do u feel that way’, use : what makes u feel that way?. instead, ’why do u want that color’. What other color have u considered?. </li></ul>
  4. 4. Focus on your customer
  5. 5. Excellent verbal communication skills words & phrases that build relationship <ul><li>Please </li></ul><ul><li>Thank you </li></ul><ul><li>I can or will </li></ul><ul><li>How may I help? </li></ul><ul><li>I understand how you feel </li></ul><ul><li>You’re right </li></ul><ul><li>May I </li></ul><ul><li>I apologize for……. </li></ul>communicating positively…… and call them back
  6. 6. Excellent verbal communication skills words & phrases that damage relationship <ul><li>You don’t understand </li></ul><ul><li>You don’s see my point </li></ul><ul><li>Hold on a second </li></ul><ul><li>That’s not my responsibility </li></ul><ul><li>What u need to do is </li></ul><ul><li>Why don’t u </li></ul><ul><li>The word “problem, but, no </li></ul>Avoiding negative Communication
  7. 7. Don’t leave them on HOLD Ask permission & keep an eye on the clock. Don’t leave them waiting !
  8. 8. But… NEVER, EVER say that you… It’s our responsibility to get the answers they need.
  9. 9. When we say we do not know the answer it is a dead end to the user. That’s frustrating!
  10. 10. Six C of giving good inf: to customer clear complete courteous concrete correct concise
  11. 11. Excellent Non verbal communication with customer <ul><li>Body language </li></ul><ul><li>Volume cues </li></ul><ul><li>Appearance and Grooming </li></ul><ul><li>Miscellaneous cues </li></ul><ul><li>Body language </li></ul><ul><li>Eye contact </li></ul><ul><li>Posture </li></ul><ul><li>Facial expression </li></ul><ul><li>Gestures </li></ul>
  12. 12. Excellent Non verbal communication with customer <ul><li>Volume cues </li></ul><ul><li>Pitch </li></ul><ul><li>Volume </li></ul><ul><li>Rate of speech </li></ul><ul><li>Voice quality </li></ul><ul><li>Articulation </li></ul><ul><li>Pauses </li></ul><ul><li>silence </li></ul><ul><li>Appearance and Grooming </li></ul><ul><li>Hygiene (regular washing and combing of hair, use of mouthwash and deodorant) </li></ul><ul><li>Clothing and accessories </li></ul>
  13. 13. Make a good First Impression Be everything you would expect and want to your customer as you would for yourself
  14. 14. Excellent Non verbal communication with customer <ul><li>Miscellaneous cues </li></ul><ul><li>Personal habits </li></ul><ul><li>Proper etiquette and manner </li></ul>
  15. 15. Positive and negative communication behavior <ul><li>Brief eye contact </li></ul><ul><li>Eyes wide open </li></ul><ul><li>Smiling </li></ul><ul><li>Nodding affirmatively </li></ul><ul><li>Expressive body gestures </li></ul><ul><li>Open body stance </li></ul><ul><li>Remaining silent as customer speaks </li></ul><ul><li>Gesturing with open hand </li></ul><ul><li>Clean, organize work area </li></ul><ul><li>Yawning </li></ul><ul><li>Frowning or sneering </li></ul><ul><li>Attending the matters other than the customer </li></ul><ul><li>Leaning away from customers as he/she speak </li></ul><ul><li>Staring blankly or coolly at customer </li></ul><ul><li>Interrupting </li></ul><ul><li>Pointing finger or object at customer </li></ul><ul><li>Disorganized, cluttered work space </li></ul>
  16. 16. Keep Smiling Build a good customer relationship. Create a devoted customer.
  17. 17. CHARACTERISTES OF GOOD LISTENER <ul><li>Empathy </li></ul><ul><li>Understanding </li></ul><ul><li>Patience </li></ul><ul><li>Attentiveness </li></ul><ul><li>Objectivity </li></ul>Good Listener
  18. 18. Strategies for improved listening <ul><li>Stop talking ! </li></ul><ul><li>Prepare yourself </li></ul><ul><li>Listen actively </li></ul><ul><li>Show willingness to listening </li></ul><ul><li>Show empathy </li></ul><ul><li>Send non verbal cues </li></ul><ul><li>Don’t argue </li></ul><ul><li>Ask questions </li></ul>
  19. 19. Listen actively use acceptance responses so they know you are listening repeat all critical elements so they know you understand paraphrase to confirm understanding ask clarifying questions when necessary
  20. 20. Because everyone likes to be thanked. and
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