Transcript Welcome to the Communications Committee Meeting

Resource
Management
Associates
2015-2016
Welcome
Goals & Objectives
• Understand how relational leadership creates a culture of high quality
workplace effectiveness
• Gain knowledge of quality customer service essential skills and
characteristics and how to apply them
• Identify effective methods of communication for phone, email, and
face-to-face correspondence
• Establish the importance of building relationships with customers
• Identify important presentation and training skills and practices
Customer Service
Relationships
Communication
Culture of
High Quality
Service
Training & Support
Quality Customer Service
Quality Customer Service?
• Think about a time when you
had great customer service
and a time when you had bad
customer service
• Identify 2-3 things that stood
out to you in each situation
• Reflect on the video and your
examples.
• Discuss your thoughts with
your table partners.
Customers Expect..
1. to be respected
2. to be listened to &
heard
3. to get the right
answer OR assisted
in finding the right
person
4. to get a timely
response
Belief vs. Perception
80 %
8%
of companies
believe they deliver
“Superior”
customer service…
of customers think
the same companies
deliver “Superior”
customer service.
Common Customer Service Mistakes
1. Insinuating that the customer caused the problem or asking the
customer to do too much to fix it
2. Giving an impatient person inaccurate information in attempt to
end the call or interaction
3. Making customers feel as though their request for help is a burden
4. Making customers wait too long for answers to their questions or
concerns
5. Telling customers that somebody will follow up with them and then
failing to make sure the follow-up actually happens
6. Blaming co-workers or others for the customer’s problems.
Modes of Communication
Visual
Writing
Body
Language
Image
Communicate
Speaking
Components of Effective Communication
Active Listening
Verbal
Non-Verbal
• Involves
concentration and
energy
• Involves
psychological
connection with
speaker
• Includes willingness
to try and see things
from another’s
perspective
• Paying attention to
the words and
feelings that are
being expressed
• Body awareness
through the use of
gestures and
responsive
expressions
• Giving full
physical
attention to
the speaker
• Being aware
of the
speaker’s
nonverbal
messages
Components of Effective Communication
• Faster rate of speech may indicate anger or
impatience
• Slower rate of speech may indicate fatigue or
disinterest
• Average rate of speech should be between 125-150
words per minute
• 85% of verbal communication happens through
our tone and attitude
• Energy portrays a service attitude
• Confidence portrays care for the customer
• Be clear and concise to avoid misunderstandings
• Ensure proper sentence formation with correct
tense and grammar, it makes you more confident
• Stay positive in your word choices
Positive Phrasing Practice
In table groups, review the
phrases listed and rewrite
2-3 using positive
phrasing.
Then, come up with one
other common customer
service phrases which are
not positive and rewrite to
make it more positive.
Be prepared to share.
Phrases:
• We don’t do that
• I don’t have time
• I can’t help you
• You should have
• Good luck
Email
Communication
Activity:
 In pairs, read through
the email
communication.
 One person will
mark up the text with
how you would
respond differently if
you were Scott and
the other person if
you were Jenny.
Best Practices:
• Be concise and to the point
• Answer all questions and pre-empt
further questions
• Use proper spelling, grammar, and
punctuation
• Personally address the recipient
• Do not write in CAPITALS
• Don’t leave out the message thread
• Read over email before you send
• Do not overuse “Reply to All”
• Remember – It is public record
Phone Etiquette
• Know/understand your responsibilities
• Treat every call as important
• Greeting/Salutation (e.g., “Good Morning”)
• Department/Worksite Name
• Your name
• Offer assistance
• Identify the caller
• Listen FIRST
• Speak respectfully
The Personal Connection
Reflection
1.
Take a minute to
individually think
about this prompt.
2.
Discuss with other
people at your table.
3.
Think about the
common themes and
how they relate to
relational leadership.
• Think about a time that
stands out to you as a high
point when someone made
you feel special.
• What did they say or do to
make you feel that way?
• How does this bring out the
best in you?
Components of
Relational
Leadership and
Service
Inclusive:
• Values differences, fairness, and equity
Empowering:
• Concerns are with the growth of others
and willingly shares helpful information
Ethical:
• Acts with a high standard of behavior
for each person that helps everyone
Process:
• Understands the high quality effort
involves collaboration and reflection
Building Customer
Relationships
• Be professional
• Offer a sincere smile
• Address customer by name
• Listen without interruption
• Give more than what is expected
• Make it happen
• Express genuine gratitude
• Follow up as necessary
How do I build Relationships
with Frustrated Customers?
• Listen fully to what the customer has to say – only then are
you able to provide possible solutions
• Speak in a calming voice – softly and deliberately
• Empathize with the customer – acknowledge their feelings;
show that you care
• Focus on the problem not the person – avoid “you” statements
• This is not about you – do not take comments personally
• You are the Service Professional – be patient and remain in
control of the conversation
Critical Components of Effective Professional
Development
How is this training connected
How much time will this training take?
to school goals?
How much time do I have?
How will this training
How does this training
support student learning?
promote interaction
and discussion?
Duration
Content
Focus
Collective What will
Participation participants
do during
the training?
Coherence
Effective
PD
Active
Learning
Communication
Culture of
High Quality
Service
Relationships
Training &
Support
THANK
YOU!
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