The document discusses communication skills for customer service representatives. It defines the communication process as a back-and-forth exchange between a sender and receiver. It emphasizes using positive language to project confidence and take ownership of problems when dealing with customers. Specific dos and don'ts are provided, such as restating problems to show understanding, monitoring tone of voice, and avoiding accusatory or non-committed phrases when speaking to customers. The document also describes different personality types of customers, such as irate customers who vent frustrations or non-communicators who don't respond to questions, and provides guidance on how representatives can best address each type.

1. WHAT IS COMMUNICATION

2. COMMUNICATION PROCESS
 The sender sends a message.
 The receiver gets the message and personalizes it.
 The receiver, in turn, sends feedback and thus
becomes a sender.
 The original sender now becomes a receiver and
reacts to the feedback.
 Generally, a new communication sequence is then
initiated.

3.  Do you know what it takes to be a good communicator ?
 Do you know how to make communication a two-way
street (e.g., are you as good a listener as you are a
speaker)?
 Do you understand the impact of your nonverbal cues?
Do they send the same message as your words?

4.  So if it this simple
Where comes the Problem ???

5.  The intent with which communicate(the attitude)
 The choice of words and Phrases
 Matching the recipient level

6. KEY INGREDIENT
 Projecting Confidence
 Using Positive Language
 Conveying Speed or urgency
 Taking Ownership or accountability
 Being Courteous

7. WHAT IS COURTESY!!!!!
Courtesy is nothing but….
Understanding customer
Knowing the customer concern
Realizing the customer
Feeling for what customer is suffering
and then……
Reflect!!!

8. COMMUNICATION SKILLS FOR CUSTOMER
CARE REPRESENTATIVE
 Use positive phrasing.
Avoid the words “no”, “not”,
“don’t”, can’t”, etc.
 Use follow-up problem solving.
Your first answer should never be
“no” even if it really is no. Instead,
state the facts or rule
 Avoid accusatory language
WAYS TO PHRASE FOR GOOD CUSTOMER SERVICE

9. DEALING WITH UNSATISFIED CUSTOMERS
 Let customers vent their feelings. Encourage them to
get their frustrations out in the open.
 Never argue with a customer.
 Never tell a customer "You do not have a problem."
Those are fighting words.
 Share your point of view as politely as you can.
 Take responsibility for the problem. Don't make
excuses.
 Immediately take action to remedy the situation.
Promising a solution and then delaying it only makes
matters worse.

10. PHRASES THAT'LL MAKE YOUR
CUSTOMERS HAPPY
There are certain "magic words" customers want to
hear from you and your staff.
 How can I help?
 I can solve that problem
 I don't know, but I'll find out
 I will take responsibility
 I will keep you updated

11. WORDS TO AVOID
Sloppy:
 “Hold on.” or “Hang on.”
 “What's your problem?”
 “Just a sec”
 “Here's what I'm gonna do…”
 “Pull you up” (on my screen)
Non-committed:
 “I can't do that.” or “We can't do
that.”
 “He's very busy now.”
 “That's not my department. You'll
have to speak with someone
else.”
 “I don't know.”
 “We'll have to call you back.”
Authoritative:
 “You have to…/You should
have…”
 “That's against company policy.”
 “Calm down.”
 “Like I said…”
 “If you had read your manual...”

12. COMMUNICATION TIPS FOR CCRS
DO...
 Restate (paraphrase) the
customer's problem
description. This builds
trust and shows the
customer you understand
his problems.
 Monitor your tone of voice
throughout the day so that
you sound interested, not
tired or bored; focused not
insensitive. It's not just what
you say, it's how you say it
that matters.
 Learn to listen better
DON'T...
 Use killer phrases like "You
should have ", "Can you call
back?", "What did you do
wrong?".
 Respond to a customer
complaint with an
explanation

13. PERSONALITY TYPES OF CUSTOMERS
CCRs should take the concise steps on the following.
 Remain completely silent and let the Irate Customer vent.
 Follow the short phrase with an assurance action phrase
such as, "I assure you I will keep you on the line and find
out the status..." Your tone of voice is vital during this
initial response. Some customer service books tell you to
speak softly to irate customers. Remember that they are
not yelling at you. They are yelling about bad service and
the problems it caused them.
 Follow-through with the action you promised
IRATE CUSTOMERS: IRATE CUSTOMERS ARE UPSET AND
LET EVERYONE KNOW IT.

14. PERSONALITY TYPES OF CUSTOMERS…CONTD
 CSR’s should use his expertise to unearth the cause of
the problem and find the solution, rather than ask,
point-blank, if the caller changed anything. There's
no doubt that it would be helpful to know what the
Tinkerer changed, but since Tinkerers rarely will
reveal this information directly, and since they
almost always react negatively to such inquiries, the
process is counter-productive.
TINKERERS: THEY CHANGE FEATURES AND OPTIONS
RESULTING IN PROBLEMS, BUT DO NOT TELL THE AGENT
WHAT THEY HAVE CHANGED

15. PERSONALITY TYPES OF CUSTOMERS…CONTD
 If the agent asks open-ended questions and the
Non-Communicator remains silent, the agent
needs to switch to close-ended questions that
can be answered with "yes", "no", or "I don't
know". An introductory phrase, asking for the
caller's assistance, can also help to smooth the
interchange.
NON-COMMUNICATORS: THEY DO NOT RESPOND WHEN
AGENTS ASK THEM QUESTIONS.

16. THANK YOU