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Slide 1 Tact and Diplomacy in Customer Service University of Windsor October 2017 _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 1 University of Windsor October 2017 Service ...€¦ · Define Tact d ] Z ]o] Ç } oo Z µ Z]vÁ Ç Z }v ] } Z } o [ ( o]vP and reactions. It allows you to give difficult feedback,

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Page 1: Slide 1 University of Windsor October 2017 Service ...€¦ · Define Tact d ] Z ]o] Ç } oo Z µ Z]vÁ Ç Z }v ] } Z } o [ ( o]vP and reactions. It allows you to give difficult feedback,

Slide 1

Tact and

Diplomacy in

Customer

Service

University of Windsor

October 2017

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Page 2: Slide 1 University of Windsor October 2017 Service ...€¦ · Define Tact d ] Z ]o] Ç } oo Z µ Z]vÁ Ç Z }v ] } Z } o [ ( o]vP and reactions. It allows you to give difficult feedback,

Slide 2

Today’s Agenda

– Introductions and Intentions

– Situations that Arise

– Define Tact and Diplomacy

– University Manuals

– Building Skills

– Application

– Summary

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Page 3: Slide 1 University of Windsor October 2017 Service ...€¦ · Define Tact d ] Z ]o] Ç } oo Z µ Z]vÁ Ç Z }v ] } Z } o [ ( o]vP and reactions. It allows you to give difficult feedback,

Slide 3

Situations that Arise

Record up to 3 situations that you encounter regularly or that you

have encountered recently.

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Page 4: Slide 1 University of Windsor October 2017 Service ...€¦ · Define Tact d ] Z ]o] Ç } oo Z µ Z]vÁ Ç Z }v ] } Z } o [ ( o]vP and reactions. It allows you to give difficult feedback,

Slide 4

Define Tact

Tact is the ability to tell the truth in a way that considers other people’s feelings

and reactions. It allows you to give difficult feedback, communicate sensitive

information, and say the right thing to preserve a relationship.

Tact encompasses many things including emotional intelligence, respect,

discretion, self-awareness, compassion, thoughtfulness, subtlety, and courtesy.

Tact builds credibility and relationships.

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Page 5: Slide 1 University of Windsor October 2017 Service ...€¦ · Define Tact d ] Z ]o] Ç } oo Z µ Z]vÁ Ç Z }v ] } Z } o [ ( o]vP and reactions. It allows you to give difficult feedback,

Slide 5

Define Diplomacy

Diplomacy is the art of dealing with people in a sensitive and effective way.

Diplomacy includes cultural awareness, worldviews, and sensitivity to differences.

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Page 6: Slide 1 University of Windsor October 2017 Service ...€¦ · Define Tact d ] Z ]o] Ç } oo Z µ Z]vÁ Ç Z }v ] } Z } o [ ( o]vP and reactions. It allows you to give difficult feedback,

Slide 6

•Be approachable, responsive, attentive and helpful

•Demonstrate empathy, courtesy and respect

•Provide our services in an equitable and inclusive

manner and treat you fairly while complying with

policies and procedures

•Take the time to determine your needs, discuss

options and identify solutions

•Follow through to ensure that your needs have

been addressed

•Provide clear, accurate and timely information

•Communicate long wait times, changes to hours of

operation, policies, and procedures

•Provide you with a timely response to your

requests. We aim to acknowledge receipt of your

voice and email messages within one business day

•Work collaboratively with our colleagues across

campus to enhance the service experience

•Use our knowledge, experience and expertise to

provide quality service

•Deliver our services in an accessible, safe and well-

maintained environment

University Service Excellence Manual

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Page 7: Slide 1 University of Windsor October 2017 Service ...€¦ · Define Tact d ] Z ]o] Ç } oo Z µ Z]vÁ Ç Z }v ] } Z } o [ ( o]vP and reactions. It allows you to give difficult feedback,

Slide 7

http://www1.uwindsor.ca/serviceexcellence/system/files/6754%20ServiceExcellenceManual2013_oct28_web.pdf

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Page 8: Slide 1 University of Windsor October 2017 Service ...€¦ · Define Tact d ] Z ]o] Ç } oo Z µ Z]vÁ Ç Z }v ] } Z } o [ ( o]vP and reactions. It allows you to give difficult feedback,

Slide 8

How Tactful and

Diplomatic are You?

The quiz

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Page 9: Slide 1 University of Windsor October 2017 Service ...€¦ · Define Tact d ] Z ]o] Ç } oo Z µ Z]vÁ Ç Z }v ] } Z } o [ ( o]vP and reactions. It allows you to give difficult feedback,

Slide 9

Things to remember as you build

the skills

– Make sure your message comes across and ensure that your own rights are

respected

– Create the right environment and think before you speak

– Take the time to choose your words carefully (allow for misinterpretation)

– Be as clear and concise as possible

– Ask what the other person wants and know what you can/cannot provide

– Follow policy without throwing the University under the bus

– Don’t make the next person pay for the last person

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Page 10: Slide 1 University of Windsor October 2017 Service ...€¦ · Define Tact d ] Z ]o] Ç } oo Z µ Z]vÁ Ç Z }v ] } Z } o [ ( o]vP and reactions. It allows you to give difficult feedback,

Slide 10

Practice

– Attentive Listening

– Emotional Intelligence

– Show empathy

– Be assertive

– Build rapport

– Smile

– Stop talking

– Avoid personal prejudice

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Page 11: Slide 1 University of Windsor October 2017 Service ...€¦ · Define Tact d ] Z ]o] Ç } oo Z µ Z]vÁ Ç Z }v ] } Z } o [ ( o]vP and reactions. It allows you to give difficult feedback,

Slide 11

Applied Learning

Scenarios

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Page 12: Slide 1 University of Windsor October 2017 Service ...€¦ · Define Tact d ] Z ]o] Ç } oo Z µ Z]vÁ Ç Z }v ] } Z } o [ ( o]vP and reactions. It allows you to give difficult feedback,

Slide 12

Summary

Defined Tact and DiplomacyUniversity ResourcesBasic Skills to PracticeApplied Knowledge

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