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Lucas customer service ch03
- 1. © 2012 by Robert W. Lucas Chapter 3:VerbalChapter 3:Verbal Communication SkillsCommunication Skills
- 2. 22 © 2012 by Robert W. Lucas Learning OutcomesLearning Outcomes • 3-1:3-1: Explain the importance of effectiveExplain the importance of effective communication in customer service.communication in customer service. • 3-2:3-2: Recognize the elements of effective two-wayRecognize the elements of effective two-way interpersonal communication.interpersonal communication. • 3-33-3 Avoid language that could send a negativeAvoid language that could send a negative message and harm the customermessage and harm the customer relationship.relationship. • 3-4:3-4: Project a professional customer service image.Project a professional customer service image. • 3-5:3-5: Provide feedback effectively.Provide feedback effectively.
- 3. 33 © 2012 by Robert W. Lucas Learning OutcomesLearning Outcomes • 3-6:3-6: Use assertive communication techniquesUse assertive communication techniques to enhance service.to enhance service. • 3-7:3-7: Understand key differences betweenUnderstand key differences between assertive and aggressive behavior.assertive and aggressive behavior.
- 4. 44 © 2012 by Robert W. Lucas Effective CommunicationEffective Communication • What is the importance of effective communication?
- 5. 55 © 2012 by Robert W. Lucas Two Way CommunicationTwo Way Communication • Define two way communication • Interpersonal communication model – Environment – Sender – Receiver – Message – Channel
- 6. 66 © 2012 by Robert W. Lucas Two Way CommunicationTwo Way Communication • Interpersonal communication model – Encoding – Decoding – Feedback – Filters – Noise
- 7. 77 © 2012 by Robert W. Lucas Avoiding Negative CommunicationAvoiding Negative Communication • Choice of words • Weak words • Global terms
- 8. 88 © 2012 by Robert W. Lucas Communicating PositivelyCommunicating Positively • Plan your messages • Focus on customer as a person • Greet customers warmly • Use customer focused language
- 9. 99 © 2012 by Robert W. Lucas Communicating PositivelyCommunicating Positively • Make customers feel welcomed • Listen carefully/respond appropriately • Be Specific • Use I and We messages • Use small talk
- 10. 1010 © 2012 by Robert W. Lucas Communicating PositivelyCommunicating Positively • Use simple language • Paraphrase • As positively phrased questions • Ask permission • Agree with customers
- 11. 1111 © 2012 by Robert W. Lucas Communicating PositivelyCommunicating Positively • Elicit Customer feedback and participation • Close the transaction professionally • Address pet peeves
- 12. 1212 © 2012 by Robert W. Lucas Providing FeedbackProviding Feedback • Define feedback • Types of feedback
- 13. 1313 © 2012 by Robert W. Lucas Dealing Assertively with CustomersDealing Assertively with Customers • Definition of assertiveness • Examples of assertiveness
- 14. 1414 © 2012 by Robert W. Lucas Assertive vs. Aggressive and ConflictAssertive vs. Aggressive and Conflict • Ways to be assertive • Responding to conflict • Salvaging a relationship after conflict
Editor's Notes
- This chapter discusses the elements of a service culture and how companies and promote a service culture.
- LO 3-1 Importance of Effective Communication Elements in making interaction with customers successful Recognize how you communicate Understanding of how the communication process works As the front line person, you have the power to make or break an organization Should continually work to improve communication skills
- An active process in which two individuals apply the elements of communication Interpersonal communication model Environment This is the place where messages are sent Depending on the type of environment, sending of messages may be rushed Sender Person initiating a message Receiver Effective listening is key here Person who receives a message Message The idea or concept you want to convey Inappropriate words or non-verbal clues can get in the way of the message Channel The method by which you send the message, such as verbal, email, fax or in person
- Encoding Occurs as you evaluate must be done to put your message in an understandable format Decoding Occurs as messages are received and interpreting or assignment of meaning Feedback Crucial elements Shows understanding of the message being sent Filters Factors that distort or affect the messages sent Can include Attitude Interests Biases Expectations Experiences Education Beliefs and values Background Culture Gender Noise Physiological factors, psychological factors that can interfere with reception of information Health, abilities, level of attention, mood, as examples
- LO 3-3 Avoiding Negative Communication Choice of words or phrasing can effect customer service Don’t use weak words such as “I’ll try” Don’t use global terms Always, never, everyone, all Verbal finger pointing Verbally blaming another person “you were supposed to call me back to remind me” Other phrases to avoid You don’t understand You’ll have to You don’t see my point That’s not my job Endearment terms (honey, sweetie, sugar) Profanity Technical specific jargon I don’t know
- LO 3-4 Plan your messages Think before you speak Positive messages Focus on the customer as a person Offer assistance Be prepared Provide factual information Be helpful Accept responsibility Take appropriate action Great customers warmly and sincerely Make the customers feel welcomed to be there Use customer focused language Avoid provider centered language such as “when I have time” Customer centered language might include “I’ll take care of that right away”
- LO 3-4 Make customers feel welcomed Listen carefully and respond appropriately Be specific For example, if deliveries are free, but only with a certain radius, tell customer about the policy Use positive I and We messages Use small talk Get proficient at being able to ask questions and make someone feel comfortable Also read body language to see if someone is interested in small talk
- LO 3-4 Use simple language Avoid too much industry jargon Paraphrase Repeat back what the customer has said to make sure you understand Ask positively phrased questions Instead of “why do you feel this way” try “what makes you feel this way” or instead of “don’t you think” try “what do you think about” Ask permission Get approval before taking action Agree with customers Everyone wants to hear they are right Acknowledgment is a powerful tool Listen for emotion Show understanding Let the customer vent if they are upset
- LO 3-4 Elicit Customer feedback and participation Build rapport Use phrases such as “that’s a good idea” Foster a feeling of two people working together Close the transaction professionally Sincerely thank the customer Address pet peeves Identify your own hot buttons which can lead to relationship breakdowns
- LO 3-5 Feedback is a response to messages a listener receives Can be verbal or non verbal Verbal feedback The response given to a senders message that allows both parties to know that a message was received correctly Non-verbal feedback Body language (addressed in chapter four) Eye contact Positive facial expressions
- LO 3-6 Assertiveness is tied to style of behavior and culture Some people are direct and to the point Others are calm and may come across as passive Assertive communication means to express ideas positively and with confidence Examples in figure 3.5
- Assertive versus aggressive service Assertiveness assists in solving problems Aggression can escalate and cause relationship breakdowns Do not become defensive Appropriate eye contact Listen openly Affirmative acknowledgments of what the customer is saying Open body posture Avoid blaming Use I statements Ask for feedback and then listen Learn to say no to unreasonable requests Paraphrase the customers point of view Strive for win- win situations Responding to conflict Conflict isn’t positive or negative Opportunity to identify differences that may need to be addressed Causes of conflict Conflicting values and beliefs ,Personal style differences, Differing perceptions, Inadequate or poor communication , Contrary expectations, Goals that are not in sync with reality, Opposition over shared resources, Outcomes dependant on others Misuse of power Salvaging relationships after conflict Reaffirm the value of relationship Demonstrate commitment Be realistic Remain flexible Keep communication open, Gain commitment Monitor progress