Capstone. Customer Service

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Apertures-R-Us Customer. Capstone in Supervision and Management. Florida State College at Jacksonville. Fall 2012

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  • Customer service presentation for CAPSTONE PROJECT: Apertures-R-Us
  • Customer service and communication go hand-in-hand and are the two most important elements in the business world today. You cannot have good customer service with bad communication. Customer service and the ability to properly communicate are not only essential, but they are effective. Knowing the key essential elements of customer service and communication, will aid in building rapport, trust, and most of all loyal happy customers. In order to give effective customer service, one must have excellent listening and commuication skills.
  • There are three different styles of communication, passive/submissive, assertive, and aggressive. A passive/submissive communication style can be both positive or negative depending on the situation. Assertive communication is normally the best form of communication style to use (especially in customer service settings). Aggressive communication is the third type of communication styel, and is often not the best style of communication to use when trying to meet customers wants or needs. Your communication style can make the difference between a happy customer who recommends your business to family and friends, and a disgruntled one who shares his dissatisfaction with hundreds of potential customers through a blog or other means.
  • There are also two different types of communication. These two types of communcation are verbal and non-verbal. Verbal communication is the literal sounds used in communicating a message. However, verbal communication has a few key elembent that need to be noted and practice if one wants to effectivly provide good customer service. The timing and tone of the sounds or verbal words a person produces can really make or break a converstation, and rating of a customers satisfaction experience. For example it is important to know when to speak to a customer. If a person begins to speak before the person they are listening to is done speaking, this might give off a bad impreshion that the person wasn’t heard and might even get angry that they were interrupted before they were done expressing their problem. The tone of voice a person uses is also a key element in good communication. If a person speaks too soft it could make it difficult for the reciever to properly hear the message. However, if a person speaks too loud the receiver might think the messanger is yelling at them, or upset.
  • The second type of communication is non-verbal commuication, or the messages given off by body language. Most of the time people take non-verbal communication for granted, and don’t really key in on what someone is saying even if they are not verbally speaking. Body language can be displayed through eye contact, hand gestures, posture, and other body movements. The most effective use of non-verbal communication is simply smileing! A persons facial expreshion can make all the difference in how a person feels at the start or end of a conversation. So, remember that along with timing and tone, your body language is very important as well.
  • Sometimes it is difficult to communicate, but there are some useful tools that can be used to help fix or even eliminate most communication problems if applied correctly. The first useful tool is to understand what it means to receive and hear a message. When a message is received and heard this means, the receiver has provided attention, retains, and understands information that has been given to them. Another useful tool to use when trying to hear and/or communicate better is to ask for permission. Asking for permission in any communication process helps the sender and receiver keep actively engaged in the conversation. Other very useful tools such as nonverbal communication/signals can greatly aid in sending, receiving, and decoding a message. Smiling or lack of smiling is a third tool employees should practice during all aspects of customer services. Smiling, in some businesses has proven to help promote positive or calmer tone volume, so even if you can’t see the person being spoken to it’s still a good idea to smile. In addition, the tool of “repeat after me” is a great way to help audiences engage and really hear what is being said. This method addresses how to get the point across (have a message heard).
  • A very important customerservice tool that can be used in the communication process, is 360 degree feedback. Three hundred and sixty degree feed back is essential to proper communication. This type of communication is a full circle of events that helps individuals performing customer services ensure, support, and reinforce individual and organizational development objectives, like creating customers satisfaction goals. if individuals performing customer services teach, practice, and reiterate the importance of 360 degree feedback, they will gain effective behavior, increase performance measurements, and decrease or possibly eliminate errors and/or confusion in communication.
  • A ground-breaking research study, “Effects of Multisource Feedback and a Feedback Facilitator on the Influence Behavior of Managers Toward Subordinates,” (Journal of Applied Psychology, 2003, 88, 3, 561-569) by Dr. Gary Yukl, Charles F. Seifert, and Robert A. McDonald, demonstrates that OnPoint’s Influence Skills feedback instrument increases managers’ use of effective influence tactics and results in a positive change in their leadership behavior.
  • Capstone. Customer Service

    1. 1. Michelle Peters Rick Morrison Jessie HillardChristopher Dilley
    2. 2. Customer Service & Communication are: Essential- Communication is an essential element to all customers wants or needs. It helps in building rapport, trust, and most of all loyal customers. Effective- In order to be effective in customer service, one must have excellent listening and communication skills.
    3. 3. Three different styles of communication•Passive/Submissive- can be both positive and negative depending on the situation. •Assertive- is often demonstrated as a positive form of communication. •Aggressive- should almost never be used when providing customer service. If agreesive communication is used to service a customer great precaushions should be considered.
    4. 4. Two different types of Communication:  Verbal Communication- is the literal sounds used in communication. Key elements Timing Tone
    5. 5. Two different types of Communication: Non-Verbal Communication- is visual communication spoken by body language. Key elements-•Facial expression•Eye contact•Hand gestures•Posture
    6. 6. Communication Tools• Understand what it means to receive and hear a message• Ask for Permission• Nonverbal communication/signals• Smiling• Repetition
    7. 7. Communication Feedback 360 ° Feedback:• Gain effective behavior• Increase performance measurements• Decrease or possibly eliminate errors and/or confusion in communication
    8. 8. Various Sources of Feedback As depicted in the chart there are numerous sources of feedback and a majority of feedback comes from the customers.
    9. 9. 7 Steps to Identify Loyal Customers vs. Satisfied Customers1. Pricing. You negotiate prices with satisfied customers. You negotiate costs withloyal customers.2. Payment. Satisfied customer pay at their discretion; loyal customers pay on time.3. Referrals. Satisfied customers become referrals of your competitors. Loyalcustomers willingly provide referrals to you.4. Turnover. Generally, you will experience turnover rates of 15% or higher of satisfiedcustomers. The turnover rate of loyal customers will be less than 5% and will be forreasons out of your control.5. Competitive data. Your satisfied customers are seeking competitive data. Yourloyal customers are sharing competitive data.6. Perception. Satisfied customers perceive you as a commodity provider. Loyalcustomers perceive you as a partner.7. Contract. You will need a contract to keep many satisfied customers in place. Youhave a virtual lifetime contract with your loyal customers.
    10. 10. References•Davis, A. , & Shannon, J.R. (2011) The Definitive Guide to HR Communication: EngagingEmployees in Benefits, Pay, and Performance. Upper Saddle River, NJ: Person Education Inc.•LepsingerGriffth, R. , & Lucia, A.D. (2009) The Art and Science of 360 Degree Feedback.SanFrancisco, CA: John Wiley & Sons, Inc.•Lucas, R. W. (2012) Customer Service Skills for Success (5th ed.). New York, NY: McGraw-Hill.•Noe, R.A. (2011) Fundamentals of Human Resource Management (4th ed.) New York, NY:McGraw-Hill.•Mueller, M. (2012, January 6). Are Your Messages Being Heard. The New York Times.Retrieved from http://boss.blogs.nytimes.com/2011/01/06/are-your-messages-being-heard/•Retrieved from: http://smallbusiness.chron.com/impact-communication-styles-customer- service-49587.html•Retrieved from: http://www.tmcnet.com/channels/customer-experience-management/articles/936-customer-experience-customer-satisfaction-vs-customer-loyalty.htm•Retrieved from: http://www.icontraining.com/training_tips/cservetip/

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