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  • 1. 3 2
    • Explain the importance of effective communication in customer service.
    • Recognize the elements of effective two-way interpersonal communication.
    • Avoid language that could send a negative message and harm the customer relationship.
    Skills for Success Verbal Communication Skills Learning Objectives McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
  • 2. Skills for Success
    • Project a professional customer service image.
    • Provide feedback effectively.
    • Use assertive communication techniques to enhance service.
    • Understand key differences between assertive and aggressive behavior.
  • 3.
    • Two-Way Communication involves a sender and a receiver in the application of elements of interpersonal communication (listening, feedback, positive language) to exchange information and ideas effectively.
    Two-Way Communication
  • 4. Elements of the Interpersonal Communication Model
    • Environment
    • Encoding
    • Feedback
    • Filters
    • Noise
    • Sender
    • Receiver
    • Message
    • Channel
  • 5. Negative, Vague or Weak Terminology
    • The word no
    • The word problem
    • The word but
    • I’m not sure…
    • I’ll try…
    • You’re wrong.
    • Listen to me.
    • Our policy says…
    • You don’t…
    • In my opinion…
    Words, Phrases that are Weak : Discuss the students’ lists.
  • 6. Problems with Global Terms
    • Global terms are :
    • Potentially inflammatory words or phrases; all-encompassing or inclusive expressions:
          • always never everyone
          • all nobody
    Review students’ lists and discuss impact on service.
  • 7. Ways to Communicate Positively
    • Plan your messages
    • Greet customers warmly and sincerely
    • Focus on the customer as a person
    • Offer assistance
    • Be prepared
    • Give factual information
    • Take appropriate action
    • Accept responsibility
    • Be helpful
  • 8. Communicating Positively , continued
    • Use customer-focused language
    • When the telephone rings, clear your thoughts, focus on the phone, and use customer-focused language as you answer professionally and cheerfully.
    • Make customers feel welcome
    • Use eye contact effectively
  • 9.
    • Listen carefully and respond appropriately
    • Be specific
    • Use positive “I,” “we” messages.
    Additional ways to communicate positively :
  • 10.
    • Use Small Talk
    • Use Simple Language
    • Paraphrase
    More Ways to Communicate Positively :
  • 11.
    • Ask positively phrased questions
    • Ask permission
    • Agree with the customer
    Communicating Positively : Ways to communicate in a helpful manner
  • 12. Communicating Positively , continued
    • Elicit customer feedback and participation
    • Close the transaction professionally
    • Address pet peeves
    • Rapport: The silent bond between two people as a result of common interests and issues and demonstration of a win-win, “I care” attitude.
  • 13. Non-retail Establishment Behavior
    • Strategies for establishments such as post offices, dental offices and the government :
    • What strategies have you studied that would be useful in dealing with customers in the above environments?
    • Think about verbal and nonverbal feedback as you relate these strategies to various situations.
  • 14. Providing Feedback
  • 15. Being Assertive
    • Assertive Behavior
    • Assertive communication: express ideas positively and with confidence—sit or stand erect, direct eye contact, listen empathetically, smile, and calmly and firmly nod and explain what you can do.
  • 16. Assertive versus Aggressive Behavior
    • Understanding the difference :
    • Assertive behavior is good for solving problems.
    • Aggressive behavior may escalate them.
  • 17. Understanding Aggressive Service
    • How can aggressive service escalate problems?
    • How can you avoid aggressive behavior in an organization? (see photo on page 78)
  • 18. Forms of Conflict
    • Conflict can be found in, between or among :
        • Individuals Individuals and groups
        • Organizations Individuals and organizations
        • Organizational groups
  • 19. Recognizing Causes of Conflict
    • Conflicting values and beliefs
    • Personal style differences
    • Differing perceptions
    • Inadequate or poor communication
    • Contrary expectations
  • 20. Causes of Conflict , continued
    • Inadequate communication caused by mixed signals
    • Goals out of sync with reality
    • Opposition over shared resources
    • Outcomes dependent on others
    • Misuse of power
  • 21. Guidelines for Effective Conflict Management
    • Remain calm.
    • Be proactive in avoiding conflict.
    • Keep an open mind.
    • Identify and confront underlying issues.
  • 22. Guidelines for Effective Conflict Management , continued
    • Clarify communication.
    • Stress cooperation.
    • Focus resolution efforts on the issues.
    • Follow established procedures for handling conflict.