CUSTOMER SERVICE ADMN 1221

CUSTOMER SERVICEADMN 1221

Chapter 3 (Positive) Verbal Communication Skills “But words once spoken can never be recalled.”

Topic 3 - Positive Verbal Communicatio

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Rate Your Communication Behaviour•Do the handout – be as truthful as you

can!!


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Rate Your Communication Behaviour•What does it mean?

▫45-50Excellent people-oriented skills/attitude.▫40-44Good job; keep it up.▫30-39Fair effort; stay focused on improving

relationships and work toward total improvement.

▫20-29Room for improvement.▫-20 Evaluate your approach to dealing with

people.


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Five Methods of Communication

•Listening•Writing•Talking •Reading•Nonverbal

Topic 3 - Positive Verbal

Communication

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What Is Two-Way Communication?

• It is an active process in which individuals apply all the elements of interpersonal communication (listening, feedback, positive language) in order to effectively exchange information and ideas.


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The Communication Process• Environment• Channel• Sender• Message• Receiver• Encoding• Decoding• Feedback• Filters

Elements of the Interpersonal Communication Model

Topic 3 - Positive Verbal Communication

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Communicate to Your Customers’ Style

Part of the communication

process is deciding which is

the best channel to ensure

clear message delivery:• Visual (seeing)

▫ 55% of population• Kinesthetic (hands-on)

▫ 25% of population• Aural/auditory

(hearing)▫ 20% of population


Communication

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Building Communication Skills•People buy (things, ideas, projects) from

people who are most like them. •To improve communications with your

customers, you can learn to identify their communication style and then adapt to it.


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Communicating Positively•The element of

understanding must take place.

•Customer service requires the ability to communicate effectively. How? See handout.

Avoid the Five Communication Pitfalls1. Slang or business jargon2. Global terms3. Negative comments4. Weak or vague terminology5. Endearing words


Communication

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Communication Barriers• Interference

occurs through different barriers:1. Physical 2. Emotional3. Knowledge4. Language


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Communicating = Building Rapport

•What is it?▫It’s an emotional

connection with your customers.

•Why is it important?▫It helps form a

partnership with your customers.


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Pedestal Words•Pedestal words raise the other person to

the level above the ordinary—a plus for those who deal with company’s customers.

•SINCERITY IS A MUST!

Ethics and Customer ServiceADMN1221“Attitude” and Nonverbal Communication

Topic 5 - Nonverbal Communication

(Attitude)

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Attitude Affects Our Nonverbal Communication

•Attitude is a state of mind with which you approach a situation. It is displayed by your actions, behaviour, and your speech. An attitude containsyour beliefs and reflectsyour opinions about a certain person or an event.


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Attitude Affect Nonverbal Communication—How?•On the telephone, what customers pay

attention to:

▫_________% tone of voice▫_________% words


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Wrong Attitude =#1 reason

for getting

fired!


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Positive Attitudeis a person's passport to a better tomorrow_______________However,Our attitude is why we losecustomers?


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Wrong Attitude = Loss of Customers__ % Die__ % Move away__ % Seek other business__ % Deal with competition__ % Dissatisfied__ % Upset with how they were

treated—usually by an attitude of indifference of one employee!

Topic 5 - Nonverbal Communication (Attitude)

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Wrong Attitude = Loss of Customers: What Is the Potential Costs?

1 Original who won’t return

+ 10 Lost through hearing horror story

+ 5 Not gained through failing to satisfy the original

= 16 Potential customers lost


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Customer Service

is a function of

Technique+

Attitude


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When you feel negative emotions coming over

you, reflect on the three key strategies below:

• Positive self talk• Think three positives• Focus on solutions

Remember two things:1. You are 100% in control of your

attitude.2. The way you do anything—is the way

you do everything.

Attitude Control Techniques

Total Communication

Video – Interview Analysishttp://www.youtube.com/watch?v=T3L6Y2OAuFo

http://www.youtube.com/watch?v=T3L6Y2OAuFo

http://www.youtube.com/watch?v=T3L6Y2OAuFo


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Nonverbal Messages•CONCEPTS

▫We are constantly sending nonverbal messages.

▫It is impossible for us not to communicate in this way.

▫Powerful messages that can contradict or override verbal messages. When in doubt…

▫Lots of room for misinterpretation.


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Five Categories of Nonverbal Communication1. Body language2. Environmental3. Vocal cues4. Appearance (self/workstation)5. Spatial cues (proxemics/comfort zone)6. Miscellaneous cues

Body Language Translates the meaning of the Words

• Body language is sent by people in conjunction with verbal messages

• Eye contact• Posture• Facial expressions• Gestures• Nodding of the head• Paralanguage

• The two combined constitute meaning of the message

Categories of Nonverbal Communication

• Body Language - The three challenges

1. To be aware and astute to the body cues of others

2. To be able to interpret those cues properly

3. To be able to use your body language as a means to improve your communication skills

Oh Di, What are you feeling?

Click icon to add picture

A.This is terribly boring being here

B.How did my marriage turn out like this!

C.He is not worth my time and effort

D.I am a sad, lonely girl!

What is Michelle saying?

Click icon to add picture

A. How dare you?

B. Who do you think you are?

C. Don’t cross me, girl friend.

D. Give me a break, who do you think you are fooling!

The Fighting Churchill

The Smiling Churchill


•Environmental cuesAny aspect of the workplace within which a

customer comes into contact. How does a customer view stacks of

paper or clutter? What other aspects of the environment may cause a customer to view the organization negatively?


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•Vocal cues▫Pitch▫Volume▫Rate of speech▫Voice quality▫Articulation (pronunciation)▫Pauses/Silence▫Semantics

Topic 5 - Nonverbal Communication (Attitude)

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Categories of Nonverbal Communication•Appearance of your workstation

(tangibles)▫You only have one chance to make a good first

impression!▫7/11 Rule▫Hygiene▫Clothing

What areas do you need to improve in?


•Spatial cues (proxemics/comfort zone)▫Nonverbal messages sent on the basis of

how close or far someone stands from another person. Intimate distance 0-18 inches Personal distance 18 inches to 4 feet Social and work distance 4 to 12 feet Public distance 12 feet or more


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•Miscellaneous Cues▫Personal habits▫Time allocation and attention▫Follow through▫Proper etiquette/manner▫Colours

Behavioral Differences Between Males/Females•Body•Vocal•Facial•Behavior•Environmental •Men and women differ in their approach to relationships. These are general differences that are seen in many men and women.

Impact of Culture on Nonverbal Communication•This phrase refers to the outcome from contact between people from various countries or backgrounds, potentially experiencing misunderstandings or relationship breakdowns.

•To be successful in a global economy, you need to be familiar with the many cultures, habits and beliefs of a wide variety of people.

“Rules” for CS–Non Verbal Cues•Communicate to the customer through

your body language and see whether she/he can pick up on the cues

•Nonverbal Communication Barriers1. Flashing or rolling eyes2. Quick or slow movements3. Arms crossed, legs crossed4. Gestures made with exasperation5. Slouching, hunching over6. Poor personal care7. Doodling8. Staring at people or avoiding eye contact9. Excessive fidgeting with materials

Customer-focused Behavior, Courtesy is Key •Offer assistance•Reduce customer wait time•Allow customers to go first•Offer refreshments, if appropriate•Be professional•Stand up, if appropriate•Act promptly•Guide rather than direct•Be patient

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Summary of Nonverbal Communication•Remember that you are constantly

sending nonverbal messages.•Be certain that they complement your

verbal communication and say to the customer, “I am here to serve you”.


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Final Thoughts•Not everyone can be an attitude “star”,

but all of us can make a big effort to remain positive in our work environment and in our life.

Assignment•Research, then present the interpretation

of body language cues from different cultures▫Middle Eastern▫Chinese▫Latin American▫Western European▫Eastern European

Documents

CUSTOMER SERVICE ADMN 1221