1 / 23

Standard 4.1

Standard 4.1. Aptitudes in Customer Service. Aptitudes. Passive Listening. Passive Listening is listening without reacting: Allowing someone to speak, without interrupting Not doing anything else at the same time. Active Listening.

weylin
Download Presentation

Standard 4.1

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Standard 4.1 Aptitudes in Customer Service

  2. Aptitudes

  3. Passive Listening • Passive Listening is listening without reacting: • Allowing someone to speak, without interrupting • Not doing anything else at the same time

  4. Active Listening • Is reacting or doing something that demonstrates you are listening and have understood.

  5. Active Listening Cont. • Giving non-verbal cues to demonstrate you are paying attention (nodding, making eye contact, making facial expressions appropriate to what is being said) • Reflecting back the main points and summarizing what has been said

  6. Verbal vs. Non verbal • Verbal communications • is simply the communication that is expressed through words. What you say is verbal communication.

  7. Verbal vs. Non verbal cont. • Non-Verbal communications • Behavior and elements of speech aside from the words themselves that transmit meaning. Non-verbal communication includes pitch, speed, tone and volume of voice, gestures and facial expressions, body posture, stance, and proximity to the listener, eye movements and contact, and dress and appearance.

  8. Eye Contact • Is important to use when communicating with customers • Helps customer to know that you care • Helps you keep the customers interest as top priority • Helps customer know that you know they are present.

  9. Body Language • Body Language Communication - 9 Things You Must Absolutely Avoid When Dealing With an Angry Customer • By Brandon Lindall • Wrong Facial Expression • Annoying Voice Tone • Closed Defensive Crossed-Arm Gesture • Negative Body Posture

  10. Body Language Cont. • Touching and Physical Contact • Cursing and Swearing • Eating, Chewing and Nibbling • Sighing, Sighing, Sighing • Slow Dilly-Dally Movement

  11. Voice Inflection • Can be improved upon by: • Singing in the shower • Reading out loud to others • Listening to news casters • You can emphasize the important words

  12. Soft skills • Build Rapport • Communicate Confidently • Demonstrate Command of Products • Control the Interaction • Mirror Customer

  13. Customer Service Process • Opening • Discovery • Resolution • Ownership • Always

  14. Customer Service Process(Opening) • Greet Customer (Smile) • Smile in person or on the phone.

  15. Customer Service Process(Discovery) • Hearing and Listening (Really Listen)

  16. Customer Service Process(Resolution) • Paraphrasing • Summarizing • Mirroring • Clarify

  17. Customer Service Process(Ownership) • Employee empowerment

  18. Customer Service Process(Always) • Happy • Positive • Represent Company

  19. Aptitude • A natural ability to do something • A natural tendency.

  20. Personality/Traits Evaluation • a questionnaire that is supposed to yield a description of a person's personality traits; "a personality inventory is a direct test of personality, as contrasted with a projective test"

  21. Empathy • The ability to put yourself in another person’s place • Related but not the same as sympathy. • Developing Empathy • Being sensitive to others’ feelings • Being understanding • Keeping an open mind • Developing a good imagination

  22. Empathy Benefits • Provides “tool” for handling difficult situations • Helps you cope • Benefits buiness by satisfying customers

  23. Ways of Showing Empathy • Listen Carefully to what others say • Make regular contact with those around you • Use tack when speaking • Respond with empathy to others • Share your own experiences • Show support of others.

More Related