2. To understand the importance of
Communication and Listening Skills in
handling customers inquiries and
complain.
OBJECTIVE
3. At the end of this lecture,
GRS are expected to develop customer
rapport by applying the communication
and listening techniques in order to build
customer loyalty and trust which will lead
to SALES.
EXPECTATION
4. 1. Communication
1.1 Importance of Communication
2. Listening
2.1 Active Listening
2.2 Helpful phrases to use
3. DO’s and DONT’s
COURSE OUTLINE
5. • Is the process of sharing, expressing what you think, feel,
want, etc.
Individuals may communicate
Verbally
through writing
through body language
via email
Phone
Text Messages
COMMUNICATION
http://www.youtube.com/watch?v=KWQ78WePD_s
6. • Build trust and respect
• Confidence
• Foster learning and solution
• Opportunity for resolution
• Accomplish goals, mission
• To build relationship
• Gather feedback
IMPORTANCE OF COMMUNICATION
8. • 1. Eye Contact
• 2. Focus on the content/issue
• 3. Remain Objective and open-minded
• 4. Don’t interrupt. Show you are interested,
your listening.
• 5. Respond appropriately.
ACTIVE LISTENING
9. • How can I help you?
• Thank you so much for your patience and
cooperation.
• I’m sorry to hear that
• How can I best resolve this for you?
• I apologize for the inconvenience .
HELPFUL PHRASES TO USE
10. • Do listen carefully
• Do eye contact
• Be open to persuasion
• Be open to changing roles
• Take responsibility
DO’S
11. • Disregard customer’s perspective
• Hit and run
• Our policy is
• Calm down!
• What’s your problem?
• Place blame- that’s not our fault!
• Listen to me
• I cant OR there’s nothing else I can do
• Let your non verbal signals override your
conversation
DONT’S
