This document discusses effective communication skills for customer service. It covers various communication methods like verbal, non-verbal, written and telephone communication. It emphasizes the importance of listening skills, appropriate tone, body language and personal grooming in interactions with customers. The document also provides tips for making and receiving calls professionally and for handling difficult customers politely.

1. EBS Communications Chp 8, 2008

2. EBS Communications Chp 8, 2008

4. COMMUNICATION COMMUNICATION

5. EBS Communications Chp 8, 2008 Chapter 8 Final Chapter Communicating with the customer

7. WHAT IS COMMUNICATION? (In one proper sentence) EBS Communications Chp 8, 2008 THINK- PAIR - SHARE

8. RECEIVER SENDER Message, idea, information Passed On

9. EBS Communications Chp 8, 2008 What are the most common ways or methods on how we COMMUNICATE with our classmates or people around us? Ways of Communication

10. EBS Communications Chp 8, 2008 V E R B A L

11. EBS Communications Chp 8, 2008 W R I T T E N

12. EBS Communications Chp 8, 2008 NON- V E R B A L

14. EBS Communications Chp 8, 2008 ACTIVITY 1 Complete the exercise on page 212 of your textbook

15. Internal & External Communication in a Business Organisation Supervisors Subordinates Colleagues Internal (Takes place within the workplace) Downward flow Upward Flow Horizontal flow

16. EBS Communications Chp 8, 2008 Communication Flow in a School (Teaching Staff) HORIZONTAL COMMUNICATION FLOW DOWNWARD COMMUNICATION FLOW UPWARD COMMUNICATION FLOW PRINCIPAL HOD MT HOD MATH HOD SCI HOD HUMANITIES VICE-PRINCIPAL HOD C&T TEACHER TEACHER TEACHER TEACHER TEACHER

17. External Communication in a Business Organisation

18. STAFF & CUSTOMERS SUPPLIERS GENERAL PUBLIC I need to communicate with the outside world!!!! Brochures Emails Letters Phonecalls Faxes Place Orders Advertisements

19. ACTIVITY 2 Complete the exercise on page 215 of your textbook

21. Importance of Effective Communication MISCOMMUNICATIONS MISUNDERSTANDING TURNING CUSTOMERS AWAY STRAINED WORKING RELATIONSHIPS TO AVOID

22. Benefits of Effective Communication IMPROVE COMPANY’S IMAGE STRONGER EXTERNAL BUSINESS RELATIONSHIP BETTER INTERNAL WORKING RELATIONSHIPS RESULTS IN

24. Verbal Communication Skills TONE OF VOICE SPEAK CLEARLY BE COURTEOUS SHORT SENTENCES

25. ACTIVITY 3 Complete the exercise on page 220 of your textbook

26. EBS Communications Chp 8, 2008 GUESS MY MOOD ? ? ? ? ? ? ? ? ?

27. Non-Verbal Communication Skills BODY LANGUAGE FACIAL EXPRESSIONS EYE CONTACT

28. EBS Communications Chp 8, 2008 GRP WORK 1 Complete the exercise on page 222 of your textbook

30. EBS Communications Chp 8, 2008 ASPECTS OF GOOD LISTENING SKILLS ACTIVE LISTENING ACCURATE NOTE TAKING ATTENTIVE LISTENING

31. Examples of active listening cues RIGHT I SEE OH AM I RIGHT TO SAY THAT YOU... I UNDERSTAND THAT YOU ARE UPSET WITH... WHEN DID IT HAPPEN?

32. ACTIVITY 4 Complete the exercise on page 225 of your textbook

33. Writing Skills

34. MAIN ASPECTS OF GOOD WRITING SKILLS PRESENTATION Proper Salutation Correct format/layout Clear/Neat Writing TONE Choose the right words CLARITY Simple words Short Sentences Correct Grammar & Punctuation Correct Spelling CONTENT Ensure information is complete

35. CHAPTER 8 COMMUNICATION METHODS

37. Communication Methods Face-To-Face Written Telephone

43. TIPS FOR MAKING TELEPHONE CALLS

44. Know purpose of our call

45. Being ready with questions to be asked

46. Being courteous to caller

47. Speaking with a smile

48. If the person whom we wish to speak to is not in, we can choose to leave a CLEAR & COMPLETE MESSAGE…..

49. Leave simple message by saying our name, contact no & the call purpose

50. Avoid leaving message in a noisy environment

51. What Are Procedures for Handling Telephone Calls Effectively?

52. A Call for Mr Charlie Sales Manager - Mr Charlie Customer – Ms Lucy Receptionist – Ms Sally

53. Transferring an Incoming Call Ms Lucy calls in to look for Mr Charlie. Her call is being transferred by Sally, the receptionist

55. Putting an Incoming Call on Hold Ms Lucy calls in to look for Mr Charlie. Her call is being transferred by Sally, the receptionist

57. Making Outgoing Local Calls Sally, the receptionist, is making an outgoing local call to Mr Brown who is out of office

58. Using a normal phone – Pick up the receiver and listen for the dial tone. Using a normal phone – Dial the telephone number. Using an extension – Dial the telephone number Using an extension – Pick up the receiver, dial 9 and listen for the dial tone . When the call is answered, ask for the person you wish to speak to and identify yourself: ‘Hello, may I speak to Mr Charlie, please? This is Sally speaking.’ When the call is answered, ask for the person you wish to speak to and identify yourself: ‘Hello, may I speak to Mr Charlie, please? This is Sally speaking.’

59. Handling Incoming call from a nuisance caller Sally, the receptionist, receives a nuisance call.

61. Write & Complete Telephone Message Form To:___________________________________________ Date:_______________ Time:_____________________ While you were out Mr / Miss / Mrs Of Phone Telephoned you Please call Returned your call Will call again Wants to see you Urgent Message: _______________________________________ _______________________________________________ _______________________________________________ _______________________________________________ _______________________________________________ Call taken by: ______________ Date: ______________________ Time: ______________________ Name of person taking down the message Date and time of call Message Caller’s name Name of person caller wishes to speak to Caller’s company name & contact no.

62. What are 8 Principles in Handling Difficult Callers?

72. Good personal grooming means being appropriately dressed, and having a neat and smart, well-groomed appearance

74. Communicate effectively and be well-groomed… THANK YOU CLASS