Interpersonal Communication TechniquesWhat is Interpersonal Communication? It is the process by which people exchange information, feelings and meaning through verbal or non- verbal messages. It is not just about what is said, but how it is said and the non-verbal messages sent through tone of voice, gestures, facial expressions and body language. This chart shows the breakdowns of Total Communication. Just 7% of communication is made up of the words that you say, 38% is the tone of voice you use and 55% is body language, gestures and facial expressions. It is important to remember this when dealing with customers in the work place. In general, the body language used for customer service interactions should be respectful and accommodating of the customer.
Listening to CustomersAttentive listening – This means thinking and acting in ways that connect you with the speaker. It isthe difference between hearing and listening.Active listening – This happens naturally when we are very interested in what someone is saying. Itis most often used to improve personal relationships, reduce misunderstanding and conflicts,strengthen cooperation, and foster understanding. To understand the customers needs, it isimportant to listen actively.
How does someone know you’relistening ‘Actively’?There are certain signs you need to look out for to know if someone is listening ‘actively’ – Are they paying attention? – they should be looking directly at the speaker and observing their body language. Showing signs of listening – body language should also be shown from the listener. For example, nodding occasionally and smiling. Are they responding appropriately? – Their response should be relevant to the conversation and assert their opinions respectively.
What can get in the way of effectivelistening?There are many barriers that can interfere with or get in the way of effective listening. Some examples of these barriers are – Knowing the answer – this mean you think you already know what the speaker is going to say so you stop listening. Negative perceptions – this can be towards the speaker or the topic of discussion. If you lack enthusiasm for either the speaker or the subject matter, your ability to listen will be hindered.
Body LanguagePositive Negative Good eye contact Crossing your arms Nodding Slouching Smiling Playing with hair Relaxed shoulders Fidgeting
Organisational Requirements for Customer CareCustomer service policies and procedures are created to ensure that companies treat customers asbest they can. A customer service policy is a written code of conduct for employees to utilise forserving customers. A customer service procedure is a way of doing a routine practice.Good complaint handling is an essential part of any business. Every complaint should be seen as away of improving the company and making sure the same mistakeisn’t made again.Quality assurance procedures should be in place to make sure thatall staff deal with customers in a professional manner.The organisational aims and objectives of a business should becustomers based. Some common business aims include, ‘to ensurecustomer satisfaction’ and ‘increase offerings to new and existing clients..’
At PhoneLink…Customer Service procedure What we do An engineer will be given a job sheet with the description and details of the job. On the job sheet will be a name and contact number for the customer so you are able to liaise with them about the job.Job Sheets Once the job is completed to the satisfaction of the customer, they are then asked to sign and date the ‘Acceptance Details’ section. The engineer will then write down the materials used for the job and what exactly has been done, including the hours it has taken.SLAs If its a small problem that arises, then engineers tend to deal with it byEscalation of problems or talking to the customers and finding the best way to resolve the problem. If it is a more major issue, it will be past on to managementcomplaints and they will deal with it as they see right.
Legislation which affects my roleLegislation Effect on my WorkThe Personal Protective When working on a building site, it is law thatEquipment at Work I should be wearing Personal ProtectiveRegulations 1992 Equipment (PPE)The Health and Safety at This ensures the health and safety of allWork etc Act 1974 employees in any work activity.Manual handling. ManualHandling Operations I have been given the relevant training andRegulations 1992 equipment to lift heavy objects in the work place.The Control of SubstancesHazardous to Health I have to be aware of any substances that could be hazardous to mine, or anybody elses health andRegulations 2002 deal with them in the appropriate manner
Customer SatisfactionCustomer satisfaction measures how well a companys products or services meet or exceed customerexpectations. Customer Retention – ‘Customer Retention is the activity that a selling organization undertakes in order to reduce customer defections’.Some examples of how a business makes sure customers return are by keeping in frequent contact withthem. By building relationships with customers, it is more likely that they will return.Businesses should also welcome complaints from customers. Complaints show you can improve yourproduct or service so that you can win over new customers.Offering loyalty programs is also a good way of enticing customers in to repeat business . These caninclude discounts or loyalty cards, eg, Tesco Clubcard. These give the customers a reason to return.The most obvious strategy in to customer retention is to just do a good job. By offering the bestproduct or service to the customer, then they have no need to look elsewhere.
Customer FeedbackThe more information you have from your customers, the better. There are several ways of gaining this information. Some of these include... Questionnaires and Surveys – If well conducted, this method is one of the best ways of finding out what the customers want from a company. This is a type of Formal Feedback. Asking Front-Line Staff – This tends to be the most reliable way of gaining customers feedback and it is also the least costly. By asking staff, you can get direct feedback of important information on improving customer care. This is a type of Anecdotal Feedback. Use of Statistics – The most important information on whether a customer is happy with a companies product or service is whether they continue to buy from or use the company.
Sources http://www.mindtools.com/CommSkll/ActiveListening.ht m http://doctortyrone.wordpress.com/2008/10/10/the-4- barriers-to-effective-listening/ http://www.wisebread.com/10-body-language-mistakes- that-sabotage-most-interviews