Transcript Lesson 1 Getting Started in PowerPoint

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