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