Customer services
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This document provides an overview of effective communication skills for customer service. It defines communication and outlines the communication process. It then discusses various customer service skills like using your voice effectively, displaying good body language, and having strong telephone skills. The document also categorizes different types of customers and how to deal with them, such as angry, talkative, or distrustful customers. Overall, the document aims to teach participants how to communicate well and handle different customer situations in order to provide excellent customer service.
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Customer services
- 2. Provide excellent customer service for expanding our business Objective By the end of the program, participants will be able to Get some techniques for dealing with customer Be familiar of type of customers
- 3. • Define customer service Customers ervice Outline • Define Communication Communication skills • Effective Communication• Barriers to Effective Communication Skills for Customer Service • General Skills • Using Your Voice • Body Language • Telephone Skills Types of Customer • Distrustful Customer • Wavering Customer • Talkative Customer • Angry Customer Summarization • While dealing with customer • Omantel New Standard
- 4. Customer Service we need to improve customer service
- 5. Customer Service Is the service or care that a consumer receives before, during and after a purchase.
- 6. The most important thing in customer service Communication Communication Communication
- 7. Communication Skills Communication is the process where the one person is expressing his or her idea and the other one is listening to the idea being expressed by the one who is talking Behaviour/ Output Information/ input What i Mean What I understand The message Speaking Writing Graphics video, etc The Channel coding De-coding At least some code in common The recipient The messenger
- 8. Communication is the process where the one person is expressing his or her idea and the other one is listening to the idea being expressed by the one who is talking The message Effective Communication Checking for understanding Body language Clear ton Smiling face Effective questions Eye contact Encouragement to continue Summarizing
- 9. The message Eye contact Communication Barriers Distractions Lack of interest TimeLanguage Noise Disability Discomfort with the topic Distance
- 10. Customer Service Skills (General Skills) Be a good team player Know about your organization Be organized Be normalBe aware of your job Communicate well
- 11. Customer Service Skills (Using Your Voice ) • Become loud when angry or upset • Speak faster when nervous • Speak slowly when tired or bored Speak • Have a cheerful voice • Tone of voice is warm and understanding • Find it easy to talk to people you don’t know • Control your tone in most situations • Sound bossy • weak or unsure • Have a clear and easy-to-hear voice
- 12. Customer Service Skills (Body Language) Smile Be aware of cultural differences Introduce yourself (wear a name badge)
- 13. Customer Service Skills (Telephone Skills ) • Write down the caller’s name and use it • Speak clearly and slowly • State your name and organization • Don’t eat or drink while on the phone • Use words to show you’re listening(umm, yes) • Don’t say rude things while someone’s on hold
- 14. • Write down the caller’s name and use it • Speak clearly and slowly • State your name and organization • Don’t eat or drink while on the phone • Use words to show you’re listening(umm, yes) • Don’t say rude things while someone’s on hold Coffee Break
- 15. Types of Customer • Establish your credibility Nervous Customer • Don’t guess or tell them something you’re not sure of • Be careful what you say • Be polite • Don’t take it personally, they don’t trust anyone!
- 16. Types of Customer • Find out what they really want Silent Customer • Ask them for the options • Be logical with them • Confirm a plan of action with them • Let them know exactly what they will have to do
- 17. Types of Customer • Ask closed questions Talkative Customer • Provide minimal response • Smile and be pleasant, but don’t encourage them • Thank them for coming, walk them to the door but don’t be rude or dismissive
- 18. Types of Customer • Listen carefully without interrupting to understand the problem Angry Customer • Stay calm and remain polite • Don’t take it personally • Don’t escalate the problem • Propose an action plan and follow it
- 19. Summarization While dealing with customer Don’t interrupt the customer Don’t come to any quick conclusions Don’t be angry and control your anger Don’t be negative and be positive in your approach Don’t carefully to what he/she says till the end Don’t let them know you are not understood. Wait until you have the customer's entire explana.
- 20. Omantel New Standard Be Customer-Friendly Greet the customer witha smile, speak pleasantly, make eye contact, always be friendly to set the customer at ease Never say “NO” Every problem has a solution. whatever the issue, it is up to you to try and fix it. Deliver Make sure all paperwork is completed, all personal verification is copied, papers are stamped and a receipt is given to the customer, Be quick and efficient at all times. Say ‘Thank You’ End the conversation on a positive note, and thank the customer for choosing Omantel.
- 22. 201
- 23. Objectives At the end of this training you will be able to: • Define the communication • Identify the communications goal • Define the method communication. • know the tips for effective speech and the tips for effective listing. • Categorize the communication barriers
- 24. Definition of communication What is Communication ? • Communication is a two-way activity between two or more people. • Communication used to share ideas, information, opinions and feelings.
- 25. Definition of communication The communication process consists of a message being sent and received. There are four main parts in communication • Sender (Encode) • Massage • Receiver (Decode) • Feedback Encode Noise Message Decode EncodeFeedbackmessageDecode
- 26. Communication Goals To change behavior To get action To ensure understandin g To persuade To get and give Information
- 27. Methods of Communication One-Way Two-Way Collaborative • Memo • Faxes • TV • voice mail • Letter • Radio • Team meetings • Consulting • Decision making • Group problem solving • Phone call • In-person
- 28. Types of Communication Verbal None – Verbal VisualWritten Tone of the voice Touch Smell Body motion Words Sound Language speaking E-mails Reports Articles Memos Photography Signs Symbols Designs
- 29. Tips for effective speech •Body language •Eye contact •Smiling Face •Speak with conviction •Do not read from notes •Grab audience attention
- 30. Message should be Targeted Clear Understood Massage principles
- 31. Tips for effective Listening • Avoid Disturbing • Take notes effectively • Establish eye contact with the speaker • Avoid negative mannerisms • Exercise your listening muscles
- 32. Communications Barriers • Cultural Barriers • Emotional Barriers • Language Barriers • Interpersonal Barriers • Gender Barriers Communication barriers
- 33. Overcoming the Barriers • IMPROVE LANGUAGE. • WORK ON BODY LANGUAGE. • INTERACT WITH QUALITATIVE PEOPLE. • DO NOT SPEAK TOO FAST. • USE SIMPLE VOCABULARY. • Don’t be afraid of asking questions • Understand first and then communicate Communication barriers
- 34. Overcoming the Barriers Say to yourself “I will get response”
- 35. • Write down the caller’s name and use it • Speak clearly and slowly • State your name and organization • Don’t eat or drink while on the phone • Use words to show you’re listening(umm, yes) • Don’t say rude things while someone’s on hold Coffee Break
- 36. Research Static Research Shows Writing Reading Speaking Listening 9% 16% 30% 45%
- 37. Listening is needed everywhere… • Continued learning • Teamwork skills • Management skills • Negotiation skills • Emotional intelligence
- 38. Paraphrasing, Summarizing and Questioning Techniques to improve listening skills PARAPHRASE Restate what was said in your own words SUMMARIZE Pull together the main points of a speaker QUESTION Challenge speaker to think further, clarifying both your and their understanding
- 39. Paraphrasing, Summarizing and Questioning Techniques to improve listening skills PARAPHRASE SUMMARIZE QUESTION Resources Everyday Actions & Methods 1