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1
part 2 Skills for Success
3
Verbal Communication Skills
Learning Objectives, Chapter 3
1. Explain the importance of effective
communication in customer service.
2. Recognize the elements of effective two-way
interpersonal communication.
3. Avoid language that could send a negative
message and harm the customer relationship.
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2
Skills for Success
4. Project a professional customer service image.
5. Provide feedback effectively.
6. Use assertive communication techniques to
enhance service.
7. Understand key differences between assertive
and aggressive behavior.
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Two-Way Communication
Two-Way Communication involves a sender and
a receiver in the application of elements
of interpersonal communication (listening,
feedback, positive language) to exchange
information and ideas effectively.
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Elements of the Interpersonal
Communication Model
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Environment
Encoding
Feedback
Filters
Noise
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•
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Sender
Receiver
Message
Channel
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Negative, Vague or Weak
Terminology
Words, Phrases that are Weak:
• The word no
• The word problem
• The word but
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I’m not sure…
I’ll try…
You’re wrong.
Listen to me.
Our policy says…
You don’t…
In my opinion…
Discuss the students’ lists.
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Problems with Global Terms
Global terms are:
Potentially inflammatory words or phrases; allencompassing or inclusive expressions:
always
never
everyone
all
nobody
Review students’ lists and
discuss impact on service.
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Ways to Communicate Positively
Plan your messages
Greet customers
warmly and sincerely
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Focus on the customer
as a person
Offer assistance
Be prepared
Give factual information
Take appropriate action
Accept responsibility
Be helpful
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Communicating Positively,
continued
Use customer-focused language
When the telephone rings, clear your thoughts,
focus on the phone, and use customer-focused
language as you answer professionally and
cheerfully.
Make customers feel welcome
Use eye contact effectively
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Additional ways to
communicate positively:
Listen carefully and respond appropriately
Be specific
Use positive “I,” “we” messages.
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10
More Ways to
Communicate Positively:
Use Small Talk
Use Simple Language
Paraphrase
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Communicating Positively:
Ways to communicate in a helpful manner
Ask positively phrased questions
Ask permission
Agree with the customer
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Communicating Positively,
continued
Elicit customer feedback and participation
Close the transaction professionally
Address pet peeves
Rapport: The silent bond between two people
as a result of common interests and issues
and demonstration of a
win-win, “I care” attitude.
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13
Non-retail Establishment Behavior
Strategies for establishments such as post
offices, dental offices and the government:
What strategies have you studied that would
be useful in dealing with customers in
the above environments?
Think about verbal and nonverbal feedback as
you relate these strategies to various situations.
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14
Providing Feedback
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15
Being Assertive
Assertive Behavior
Assertive communication: express ideas positively and with
confidence—sit or stand erect, direct eye
contact, listen empathetically, smile, and calmly and
firmly nod and explain what you can do.
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16
Assertive versus Aggressive
Behavior
Understanding the difference:
Assertive behavior is good for solving
problems.
Aggressive behavior may escalate
them.
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17
Understanding Aggressive
Service
How can aggressive service escalate
problems?
How can you avoid aggressive behavior in an
organization? (see photo on page 78)
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18
Forms of Conflict
Conflict can be found in, between or among:
Individuals
Organizations
Individuals and groups
Individuals and
organizations
Organizational
groups
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Recognizing Causes of Conflict
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Conflicting values and beliefs
Personal style differences
Differing perceptions
Inadequate or poor communication
Contrary expectations
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Causes of Conflict, continued
• Inadequate communication caused by mixed
signals
• Goals out of sync with reality
• Opposition over shared resources
• Outcomes dependent on others
• Misuse of power
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21
Guidelines for Effective
Conflict Management
Remain calm.
Be proactive in avoiding conflict.
Keep an open mind.
Identify and confront underlying issues.
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Guidelines for Effective Conflict
Management, continued
Clarify communication.
Stress cooperation.
Focus resolution efforts on the issues.
Follow established procedures for handling
conflict.
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