Customer Service and Communication Strategies Module Summary
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Customer Service and Communication Strategies Module Summary
- 2. 2www.exploreHR.org 1. Customer Service and Communication Strategies 1.Conflict Resolution and Creative Problem Solving 2.Professional Responsibility 3.Personal Development
- 3. 3www.exploreHR.org What module will cover: We will look at all types of customers and how we can serve them better and improve ourselves in the process. At end of module you will be able to: •State what customer service means in relation to SDG&E customers •Recognize how your attitude affects customer service •Identify your customers’ needs •Connect with customers •Deal with difficult customers
- 5. 5www.exploreHR.org Customer ServiceCustomer Service When “customers” first meet us they immediately form opinions about us and our organization. Those impressions include things about character, efficiency, and friendliness. • Like YouLike You • Dislike YouDislike You • Are IndifferentAre Indifferent
- 6. 6www.exploreHR.org Customer ServiceCustomer Service 1- Cleanliness 2- Engaging 3- Credible 4- Knowledgeable 5- Responsive 6- Friendly 7- Helpful 8- Understanding 9- Courteous 10- Confident 11- Professional
- 7. 7www.exploreHR.org What module will cover: Different types and methods of communication and how to use them in your daily job functions. At end of module you will be able to: •Understand what communication is •Identify barriers/solutions to communication •Develop new non-verbal/verbal communication skills •Listen actively and effectively; Ask good questions •“I” messages.
- 8. 8www.exploreHR.org Communication StrategiesCommunication Strategies 70% of mistakes in the workplace are a direct result of poor communication
- 9. 9www.exploreHR.org Our valuesOur values Our BeliefsOur Beliefs (self esteem(self esteem & self image)& self image) Our thoughtsOur thoughts EffectiveEffective CommunicationCommunication
- 10. 10www.exploreHR.org • Seek and provide information •Influence others • Change attitudes; motivate people; establish/maintain relationships • Express emotions, (Anger, fear, joy, satisfaction, disappointment) • Develop/maintain relationships with people • Allow ideas to be conveyed Communication StrategiesCommunication Strategies
- 13. 13www.exploreHR.org Verbal Speak clearly at an appropriate speed Be aware of your tone and inflections Give undivided attention (be present) Non-verbal Be aware of body language, including eye contact Language Avoid use of: o Inappropriate language oStereotypes/Slang oDiscriminatory or demeaning comments
- 14. 14www.exploreHR.org • Lack of information and knowledge • Not explaining priorities or goals concisely • Not listening/Not being present • Not understanding fully; failing to ask questions • Making assumptions; preconceived ideas • Not understanding customers’ needs • Not thinking clearly; jumping to conclusions • Bad mood/attitude • Failure to explore alternative solutions Communication StrategiesCommunication Strategies
- 15. 15www.exploreHR.org Communication StrategiesCommunication Strategies •Mistakes, inefficiencies •Damaged personal or company image •Frustration, hostility •Dissatisfaction with others •Lowered morale •Conflict and arguments •Drop in self esteem and confidence •Loss of employment
- 16. 16www.exploreHR.org •Everything we do is communication! •How we begin our message can determine outcome of the communication •Message delivery, effects the way a message is received •Communication is two way street –we have to give info, as well as, gather •The real communication is message received, not message intended Communication StrategiesCommunication Strategies
- 18. 18www.exploreHR.org What module will cover: How to identify anger triggers and what to do when experiencing a customer conflict. Give an overview of the entire creative problem solving process, as well as key problem solving tools that they can use every day. At end of module you will be able to: •Understand conflict •Conflict Do’s and Don’ts •Separate the People from the Problem •Dealing with Angry Customers •Identify and adapt solutions
- 19. 19www.exploreHR.org Conflict Resolution & Creative Problem SolvingConflict Resolution & Creative Problem Solving
- 20. 20www.exploreHR.org • Make clear and to the point statements • Use “I” statements: I’d like, I appreciate • Distinguish between fact and opinion • Ask, Don’t tell • Offer positive suggestions, Do not give commands • Offer constructive criticism, Do not blame or make assumptions • Ask questions to find out what the customer is feeling/thinking • Look for mutually acceptable solutions Dealing with Angry Customers Conflict Resolution & Creative Problem SolvingConflict Resolution & Creative Problem Solving
- 21. 21www.exploreHR.org Conflict Resolution & Creative Problem SolvingConflict Resolution & Creative Problem Solving Negative language characteristics: •tells the recipient what cannot be done •has a subtle tone of blame •includes words like can't, won't, unable to •does not stress positive actions/solutions Positive language characteristics: •tells the recipient what can be done •suggests alternatives and choices available •sounds helpful and encouraging •stresses positive actions/solutions
- 22. 22www.exploreHR.org Negative Phrases Positive Phrases You neglected to specify... Let me make sure we have all the correct information. You failed to include... We can help you to [whatever] if you can send us [whatever]. You claim that... You say that... The information we have suggests that you have a different viewpoint on this issue. Let me explain our perspective. I cannot see how you... Might we suggest that you [suggestion]. That is impossible… Let’s look at some different ways to handle the situation. You must... One option open to you is [option]. Conflict Resolution & Creative Problem SolvingConflict Resolution & Creative Problem Solving
- 23. 23www.exploreHR.org • Sit or stand at same level as customer if possible • Respect customer’s personal space zones • Use open gestures and body language • Center your attention exclusively on the customer • Lean slightly forward to show interest • Maintain appropriate eye contact while listening to encourage speaker (be aware of culture) • Respond appropriately by basing your responses on what the other customer has just said, paraphrase • Keep your voice and posture calm and relaxed Conflict Resolution & Creative Problem SolvingConflict Resolution & Creative Problem Solving
- 24. 24www.exploreHR.org EE – explore by asking questions AA – affirm to show you’re listening RR – reflect your understanding SS – silence, listen some more Conflict Resolution & Creative Problem SolvingConflict Resolution & Creative Problem Solving
- 25. 25www.exploreHR.org Conflict Resolution & Creative Problem SolvingConflict Resolution & Creative Problem Solving
- 27. 27www.exploreHR.org Professional ResponsibilityProfessional Responsibility Can you give examples of each?
- 28. 28www.exploreHR.org Professional ResponsibilityProfessional Responsibility Clothing is Functional Never skimp on clothing that will protect you. Safety First. Clothing Should Fit Clothing that fits right simply looks better. Clothing that’s too big makes you look sloppy and square. But more importantly, clothing that fits stays out of the way and performs better by giving its wearer more freedom of movement. Clothing Should be “Put on” Clean A clean presentation is about pride in yourself and the company.
- 29. 29www.exploreHR.org Professional ResponsibilityProfessional Responsibility Responsible Ethical Growth Minded Team Minded Integrity Accountability Diverse Professional Dress/Presentation Time Management Positive communication, interpersonal, and problem solving skills
- 30. 30www.exploreHR.org Professional ResponsibilityProfessional Responsibility •Trustworthy •Competent •Empathetic •Respectful •Caring Respectful of Customer’s •Needs •Beliefs •Concerns •Values
- 31. 31www.exploreHR.org Professional ResponsibilityProfessional Responsibility •Trustworthy •Competent •Supportive •Respectful •Accountable •Mutually Respectful •Trustworthy •”Open” Communication
- 34. 34www.exploreHR.org Professional ResponsibilityProfessional Responsibility Know your customers Spend time talking with customers to learn about where they are from. You should have a basic knowledge of relevant world views, values and beliefs. Seek out culture-specific knowledge of your customers. Is your client Japanese, Chinese or Korean? Don’t lump cultures under one umbrella! Mastering a few key phrases in their language is always a warm way to build relations. Recognize patterns for communicating Does the client prefer “speak your mind” or “read between the lines” when communicating? Do they focus on relationships in customer service or value efficiency and speed? Pay attention to both verbal and nonverbal communication, and learn to mirror them in your customer service. Build relationships Your customers are not just a series of tasks to be completed or passed off to the next worker. In Hispanic, Asian, Arab and African cultures relationships are key to conducting business. Become an active listener and build relationships.
- 35. 35www.exploreHR.org Professional ResponsibilityProfessional Responsibility 1.Know yourself, and your own cultural context You need to know your own culture, not just live it. How is disagreement or bad news expressed? How do you give and receive praise? How devastating is embarrassment? Answers to these questions differ greatly across the globe. Even small differences in communication style can lead to great misunderstandings. 2. Know your audience Have you noticed some cultures are more direct than other’s. They rely on words being literally interpreted. People say what they mean. “Yes” always means yes. Some cultures are more indirect. They rely less on the actual words to convey their point and more on non-verbal communication and context. “Yes” may not mean yes.
- 36. 36www.exploreHR.org Professional ResponsibilityProfessional Responsibility 3. Be mindful of the entire message you are sending Think about non-verbal messages. In a country where people generally stand closer to each other than we do, what message are you sending them by standing where you stand? In many Asian countries a smile can often be a sign of embarrassment. An “OK” gesture used in the US means something obscene in Brazil. You have to be careful. 4. Respect your audience, suspended judgment Look at situations across cultures as “different” not “right” or “wrong”. If someone does something that we do not understand our normal tendency is to observe, interpret and judge. Communicating across cultures work on observing, asking questions for understanding and then exploring possibilities.
- 37. 37www.exploreHR.org Professional ResponsibilityProfessional Responsibility 5. Check for understanding of your message English is often your audience’s second language. Even if they are speaking English they may not comprehend everything that is being said. Periodically stop and check for understanding. You might consider having a team member paraphrase key points to make sure everyone understands before moving on to the next topic. 6. No surprises, know your goal Putting people on the spot or addressing a topic that someone is not prepared to answer will erode trust and credibility. You need to know exactly what you want to achieve in a conversation. Think and organize your thoughts before you proceed.