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Chapter 3: Verbal Communication Skills © 2012 by Robert W. Lucas 2 Learning Outcomes • 3-1: Explain the importance of effective communication in customer service. • 3-2: Recognize the elements of effective two-way interpersonal communication. • 3-3 Avoid language that could send a negative message and harm the customer relationship. • 3-4: Project a professional customer service image. • 3-5: Provide feedback effectively. © 2012 by Robert W. Lucas 3 Learning Outcomes • 3-6: Use assertive communication techniques to enhance service. • 3-7: Understand key differences between assertive and aggressive behavior. © 2012 by Robert W. Lucas 4 Effective Communication • What is the importance of effective communication? • Key elements in making interaction with customers successful – Recognize how you communicate – Understanding of how the communication process works • As the frontline person, you have the power to make or break an organization • Should continually work to improve communication skills © 2012 by Robert W. Lucas 5 Two Way Communication • Two way communication • An active process in which two individuals apply the elements of communication • Interpersonal communication model – – – – – Environment Sender Receiver Message Channel © 2012 by Robert W. Lucas Two Way Communication 6 • Interpersonal communication model – – – – – Encoding Decoding Feedback Filters Noise © 2012 by Robert W. Lucas Avoiding Negative Communication 7 • Choice of words • Weak words – I’ll try, Maybe • Global terms – Never, Always, Everyone © 2012 by Robert W. Lucas Communicating Positively 8 • Plan your messages – Think before you speak – Positive messages • Focus on customer as a person – – – – – – Offer assistance Be prepared Provide factual information Be helpful Accept responsibility Take appropriate action • Greet customers warmly – Handshake, Smile © 2012 by Robert W. Lucas 9 Communicating Positively • Use customer focused language – Provider Centered vs Customer Centered Language • • • • • Make customers feel welcomed Listen carefully/respond appropriately Be Specific Use I and We messages Use small talk © 2012 by Robert W. Lucas Communicating Positively • • • • • 10 Use simple language Paraphrase As positively phrased questions Ask permission Agree with customers © 2012 by Robert W. Lucas 11 Communicating Positively • Elicit Customer feedback and participation • Close the transaction professionally • Address pet peeves – Long wait time, Lack of cleanliness, Lack of knowledge, © 2012 by Robert W. Lucas 12 Providing Feedback • Define feedback – Feedback is a response to messages that a listener receives • Types of feedback • Verbal feedback – The response given to a sender’s message that allows both parties to know that a message was received correctly • Nonverbal feedback – Body language (addressed in chapter four) – Eye contact – Positive facial expressions © 2012 by Robert W. Lucas Dealing Assertively with Customers 13 • Definition of assertiveness • Examples of assertiveness © 2012 by Robert W. Lucas Assertive vs. Aggressive and Conflict 14 • Ways to be assertive • Assertiveness assists in solving problems • Aggression can escalate and cause relationship breakdowns • Do not become defensive • Appropriate eye contact • Listen openly • Affirmative acknowledgments of what the customer is saying • Open body posture • Avoid blaming • Use “I” statements © 2012 by Robert W. Lucas Assertive vs. Aggressive and Conflict 15 • Responding to conflict • Causes of conflicts – – – – – – – – Conflicting values and beliefs Personal style differences Differing perceptions Inadequate or poor communications Goals that are out of sync with reality Opposition over shared resources Outcomes dependent on others Misuse of power © 2012 by Robert W. Lucas Assertive vs. Aggressive and Conflict 16 • Salvaging a relationship after conflict – – – – – – Reaffirm the value of the relationship Demonstrate commitment Be realistic Keep communications open Gain Commitment Monitor progress © 2012 by Robert W. Lucas