PREPARED BY: JASMIN GONZALES

Communication & Listening Skills

To understand the importance of Communication and Listening Skills in handling customers inquiries and

complain.

OBJECTIVE

At the end of this lecture,

GRS are expected to develop customer rapport by applying the communication

and listening techniques in order to build customer loyalty and trust which will

lead to SALES.

EXPECTATION

1. Communication

1.1 Importance of Communication

2. Listening

2.1 Active Listening

2.2 Helpful phrases to use

3. DO’s and DONT’s

COURSE OUTLINE

• Is the process of sharing, expressing what you think, feel, want, etc.

Individuals may communicate

Verbally

through writing

through body language

via email

Phone

Text Messages

COMMUNICATION

http://www.youtube.com/watch?v=KWQ78WePD_s

• Build trust and respect

• Confidence

• Foster learning and solution

• Opportunity for resolution

• Accomplish goals, mission

• To build relationship

• Gather feedback

IMPORTANCE OF COMMUNICATION

Is the fundamental step in effective communication.

LISTENING

• 1. Eye Contact

• 2. Focus on the content/issue

• 3. Remain Objective and open-minded

• 4. Don’t interrupt. Show you are interested, your listening.

• 5. Respond appropriately.

ACTIVE LISTENING

The better we know to listen themore information we receive from

People. The better decision we can make

• How can I help you?

• Thank you so much for your patience and cooperation.

• I’m sorry to hear that

• How can I best resolve this for you?

• I apologize for the inconvenience .

HELPFUL PHRASES TO USE

•Do listen carefully

•Do eye contact

•Be open to persuasion

•Be open to changing roles

•Take responsibility

DO’S

• Disregard customer’s perspective

• Hit and run

• Our policy is

• Calm down!

• What’s your problem?

• Place blame- that’s not our fault!

• Listen to me

• I cant OR there’s nothing else I can do

• Let your non verbal signals override your conversation

DONT’S

VIDEO VIEWING

http://www.youtube.com/watch?v=zuIR_8HoHTI

IF THERE IS ANY GREAT SUCCESS IN LIFE, IT LIES IN

THE ABILITY TO PUT YOURSELF IN THE OTHER PERSON’S

PLACE AND TO SEE THINGSFROM HIS POINT OF VIEW- AS

WELL AS YOUR OWN.

HENRY FORD