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    CustomerServiceChap3 CustomerServiceChap3 Presentation Transcript

    • 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.
    • 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.
      • 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
    • Elements of the Interpersonal Communication Model
      • Environment
      • Encoding
      • Feedback
      • Filters
      • Noise
      • Sender
      • Receiver
      • Message
      • Channel
    • 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.
    • 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.
    • 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
    • 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
      • Listen carefully and respond appropriately
      • Be specific
      • Use positive “I,” “we” messages.
      Additional ways to communicate positively :
      • Use Small Talk
      • Use Simple Language
      • Paraphrase
      More Ways to Communicate Positively :
      • Ask positively phrased questions
      • Ask permission
      • Agree with the customer
      Communicating Positively : Ways to communicate in a helpful manner
    • 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.
    • 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.
    • Providing Feedback
    • 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.
    • Assertive versus Aggressive Behavior
      • Understanding the difference :
      • Assertive behavior is good for solving problems.
      • Aggressive behavior may escalate them.
    • Understanding Aggressive Service
      • How can aggressive service escalate problems?
      • How can you avoid aggressive behavior in an organization? (see photo on page 78)
    • Forms of Conflict
      • Conflict can be found in, between or among :
          • Individuals Individuals and groups
          • Organizations Individuals and organizations
          • Organizational groups
    • Recognizing Causes of Conflict
      • Conflicting values and beliefs
      • Personal style differences
      • Differing perceptions
      • Inadequate or poor communication
      • Contrary expectations
    • 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
    • Guidelines for Effective Conflict Management
      • Remain calm.
      • Be proactive in avoiding conflict.
      • Keep an open mind.
      • Identify and confront underlying issues.
    • Guidelines for Effective Conflict Management , continued
      • Clarify communication.
      • Stress cooperation.
      • Focus resolution efforts on the issues.
      • Follow established procedures for handling conflict.