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Customer Service Training

Customer Service Training. Lesson 3 Communication 1. After this Lesson you will…. Be able to explain the importance of effective communication as it relates to customer service. Be able to understand and demonstrate effective communication skills.

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Customer Service Training

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  1. Customer Service Training Lesson 3 Communication 1

  2. After this Lesson you will… • Be able to explain the importance of effective communication as it relates to customer service. • Be able to understand and demonstrate effective communication skills. • Learn to identify and acknowledge customer service needs.

  3. The Importance of Effective Communication as it Relates to Customer Service “ Good communication is the heart and soul of strong customer and coworker relationships.” “ Relationships develop when there is good communication- and breakdown when there is poor communication” (Evenson. Pg. 41)

  4. How we communicate

  5. When Customers are dissatisfied.. • Most Customer Will not complain when they are dissatisfied • They will leave • Not come back • And talk negatively to their friends and family

  6. Terminology • Verbal Communication Speaking and communicating, what you say. • Non-Verbal Communication Speaking and communicating without words, what you say with other means of communication other than speaking words. • Body Language Body language is a collection of expressions on our face and gestures we make. Very often, body language tells us more about what somebody is actually thinking than words they use. When dealing with a customer you can learn a lot about what he/she is thinking from body language. • Diversity The differences between people both internally and externally.

  7. More Terminology • Respect To treat others with consideration and courtesy • Disrespect To place no value upon, to disregard. • Point of View The position or place from which one looks at something. • Tolerance The willingness to let others have their own views or opinions. • Stereotypes – when we label people; when we make assumptions about what people look like, how they will behave, what they will say, or what they think. • Context – The circumstances in which things and events have taken place. • Inflection – The change in the tone or pitch of your voice when speaking.

  8. Terminology Continued • Opinion -A belief; what an individual thinks about a subject. • Active Listening- Listening to understand what other are thinking and feeling. • Passive Listening -Listening without expressing interest in the message of others. • Empathy -The degree of caring and individual attention you show customers. • Blocking -Interrupting, distracting, and preventing a give or take of ideas and feelings between two or more people.

  9. What?!? More Terminology? • Constructive Conversation -Giving an idea and taking of ideas between two or more people or groups. • Prejudice – An unfavorable opinion or feeling formed beforehand or without knowledge, thought, or reason. • Biased Behavior – Treating people unfairly because of their identity. • Awareness – Recognizing our own biases, the biases of others, and the negative effects of bias upon everyone

  10. Effective Communication Skills • Look and Listen • Think before you speak. • Pay attention to body language, yours and Others. • Ask good questions in order to help your customer better. • Listen, Listen, Listen • Did I forget to mention listen

  11. Identify and Acknowledge Customer Service Needs Remember that customers are number one. Tune in so you can find the best solution efficiently and effectively -Stay focused -Stop fidgeting -Make eye contact -Listen carefully -Show concern -Nod from time to time Now you are sending a message that the customer is important to you.

  12. Use your communication skills like this…

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