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A very basic introduction to Customer Service
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© 2014 Prepared by Peter Hornhardt
Do you know how to satisfy your customers?
© 2014 Prepared by Peter Hornhardt
Purpose of this presentationThis presentation will introduce
you to the concepts of:Communication
Active listening
Questioning
Paraphrasing and Summarising
Customer Service Interviews
The pros and cons of customer surveys.
© 2014 Prepared by Peter Hornhardt
The Communication Process The Communication elements:1. A message: what need to be communicated
2. A messenger: the person who has something to communicate
3. A receiver: the person who will receive the message
4. Encoding: verbal and non-verbal convention of communication
5. Decoding: reading by the receiver of the encoding done by the messenger
6. Channel: the means of communication.
© 2014 Prepared by Peter Hornhardt
Essential Active Listening SkillsThe Key Elements: Eye Contact – Face the person you are listening toAsk Questions – Open questions to "explore" and
Closed questions to "verify"Body Language – Be aware of your Posture
"open/closed"Paraphrasing – To test/confirm understandingSummarising – Give feedback
Open and closed questionsOpen:What?Where?When?How?Who?Why?
Closed:Yes/No AnswersChoice A/Choice B answers
© 2014 Prepared by Nathan Wilkinson & Peter Hornhardt (SCEI)
Paraphrasing – Clarifying Understanding
What I hear you saying is…If I understand you correctly,…I gather that…Let me see if I have this right, what you are saying is…In other words…So, what you want is…It seems to me as though you felt…….Am I right?
Summarising – Confirming key
points
The key ideas you have expressed seem to me to be…
If I understand you correctly, your key concerns are…
From what I have heard the key points are…
© 2014 Prepared by Nathan Wilkinson & Peter Hornhardt (SCEI)
Uncovering Customer NeedsTechniques:Customer InterviewsFocus GroupsDistributor InterviewsFront-line Employee InterviewsCustomer SurveysSomething a Customer Says or Does
Uncovering Customer NeedsTechniques:Customer InterviewsFocus GroupsDistributor InterviewsFront-line Employee InterviewsCustomer SurveysSomething a Customer Says or Does
