7 steps to better customer service


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  • Verbal Communication: Effective verbal communication has more to do with LISTENING than speaking.Non-Verbal: Nonverbal communication can be incorporated in a person’s dress. In our society, a person wearing a police uniform is already communicating an important message before they say a word. Another example is a man’s business suit, which is perceived by some as communicating an air of efficiency and professionalism. Some nonverbal communication accompanies words and modifies their meanings. For instance, our speed of speaking and the pauses we place between our words form a nonverbal element to our speech. A slight pause before a word can imply uncertainty or be interpreted as a request for confirmation from the listener, whereas a lack of pauses can be taken as a sign of confidence or the encouragement of a fast reply from the listener. If someone asks you a question in a hurried manner, you will probably get the feeling that they want a similarly quick reply. A pat, high five or handshake’s meaning is understood in American Society as “understood” or a sign of agreement.Eye movement is also a form of nonverbal communication.Body Language:The person leans towards you when you are speaking or has their arms at their sides with the front of their body facing towards you, that is a sign that signifies a true interest in the things you are saying. If, on the other hand, they have their arms crossed, are leaning back in their chair with their back turned towards you, and are avoiding contact, they probably are not interested. Facial expressionsThe human face is extremely expressive, able to express countless emotions without saying a word. And unlike some forms of nonverbal communication, facial expressions are universal. The facial expressions for happiness, sadness, anger, surprise, fear, and disgust are the same across cultures. Body movements and postureConsider how your perceptions of people are affected by the way they sit, walk, stand up, or hold their head. The way you move and carry yourself communicates a wealth of information to the world. This type of nonverbal communication includes your posture, bearing, stance, and subtle movements. GesturesGestures are woven into the fabric of our daily lives. We wave, point, beckon, and use our hands when we’re arguing or speaking animatedly—expressing ourselves with gestures often without thinking. However, the meaning of gestures can be very different across cultures and regions, so it’s important to be careful to avoid misinterpretation. Eye contactSince the visual sense is dominant for most people, eye contact is an especially important type of nonverbal communication. The way you look at someone can communicate many things, including interest, affection, hostility, or attraction. Eye contact is also important in maintaining the flow of conversation and for gauging the other person’s response.TouchWe communicate a great deal through touch. Think about the messages given by the following: a firm handshake, a timid tap on the shoulder, a warm bear hug, a reassuring pat on the back, a patronizing pat on the head, or a controlling grip on your arm.VoiceWe communicate with our voices, even when we are not using words. Nonverbal speech sounds such as tone, pitch, volume, inflection, rhythm, and rate are important communication elements.
  • Let them hear your smile Welcome them with your tone and greetingListen actively use acceptance responses so they know you are listening Repeat all critical elements so they know you understand and ask clarifying questions when necessary Speak calmly and clearBe objective & specific
  • Let them hear your smile Welcome them with your tone and greetingListen actively use acceptance responses so they know you are listening Repeat all critical elements so they know you understand and ask clarifying questions when necessary Speak calmly and clearBe objective & specific
  • 7 steps to better customer service

    1. 1. 7 Steps to Better Customer Service<br />By Fernando Larez<br />
    2. 2. Do what you do <br />so well that they will want <br />to see it again and bring their friends.<br />- Walt Disney<br />
    3. 3. Communication is the Key<br />Proactive communication: Be Friendly<br />Conflict Resolution<br />Know and use your Tools<br />Be a Team Player<br />Be ready for Commitment<br />Follow up<br />7 Steps to Better Customer Service<br />
    4. 4. Verbal Communication: Language is at the heart of our human ability to communicate. It is what defines all of our relationships and every day interactions.<br />1. Communication is the Key<br /><ul><li>Non-Verbal Communication:Nonverbal communication is any kind of communication not involving words. It can include grunts, sighs, whimpers, or voice tone, pacing of speech and so forth.
    5. 5. Body Language:is performed subconsciously. It occurs almost constantly, and makes it easy to know if someone is nervous, scared, interested, or focused, among many other feelings that could be happening</li></li></ul><li>
    6. 6. Introduce yourself<br />Learn people’s names<br />Share announcements about your work<br />Make yourself available<br />Communicate “trust” <br />2. Proactive communication: Be Friendly<br />
    7. 7. Conflicts arise in any environment. It is our responsibility to understand, and help resolve these situations.<br />Remember, ALL conflict situations are perfect opportunities to:<br />Demonstrate great customer service (value)<br />Increase customer loyalty<br />Augment customer base<br />3. Conflict Resolution<br />
    8. 8. Conflict Resolution Tips<br />Understand that IS NOT PERSONAL<br />Address the customer by their name<br />Use/maintain eye contact<br />Welcome them with your tone of voice<br />Listen actively use acceptance responses so they know you are listening <br />Document all actions taken in the resolution process<br />Repeat all critical elements so they know you understand<br />Speak calmly and clear<br />Use positive body language/nonverbal communication<br />Be objective & specific<br />Help resolve the situation<br />Focus on the successful outcome of the situation<br />
    9. 9. Use your knowledge base/experience<br />Know your company’s Comm. services:<br />Website/ Portals<br />Forum<br />Directories<br />Catalogs<br />Departments<br />Involve your Subject Matter Experts<br />Anything that can assist you in the resolution process<br />4. Know and use your TOOLS!<br />
    10. 10. Never, Ever say…<br />
    11. 11. You won’t have the answer for everything, so ask someone to help you when you need it <br />Never say “I…” say “we”<br />Involve all members of the organization that can help you <br />We all need to “shine” together as a company<br />5. Be a Team Player<br />
    12. 12. Always over-deliver on all your promises<br />Go the extra mile<br />Acknowledge the importance of every issue. If it matters to our customer, it matters to the company<br />Always thank the customer for being patient<br />6. Be ready for Commitment<br />
    13. 13. Follow up on the resolution after a period of time<br />Engage the customer to comment or write a review about his/her experience online<br />Thank the customer for their patronage <br />Engage to refer other customers<br />Check for missing/undelivered parts of the issue<br />7. Follow up<br />