CUSTOMER SERVICEADMN 1221 Chapter 3 (Positive) Verbal Communication Skills “But words once spoken can never be recalled.”
Topic 3 - Positive Verbal Communication Rate Your Communication Behaviour • Do the handout – be as truthful as you can!!
Topic 3 - Positive Verbal Communication Rate Your Communication Behaviour • What does it mean? • 45-50 Excellent people-oriented skills/attitude. • 40-44 Good job; keep it up. • 30-39 Fair effort; stay focused on improving relationships and work toward total improvement. • 20-29 Room for improvement. • -20 Evaluate your approach to dealing with people.
Topic 3 - Positive Verbal Communication Five Methods of Communication • Listening • Writing • Talking • Reading • Nonverbal
Topic 3 - Positive Verbal Communication What Is Two-Way Communication? • It is an active process in which individuals apply all the elements of interpersonal communication (listening, feedback, positive language) in order to effectively exchange information and ideas.
Topic 3 - Positive Verbal Communication The Communication Process • Environment • Channel • Sender • Message • Receiver • Encoding • Decoding • Feedback • Filters
Topic 3 - Positive Verbal Communication Communicate to Your Customers’ Style Part of the communication process is deciding which is the best channel to ensure clear message delivery: • Visual (seeing) • 55% of population • Kinesthetic (hands-on) • 25% of population • Aural/auditory (hearing) • 20% of population
Topic 3 - Positive Verbal Communication Building Communication Skills • People buy (things, ideas, projects) from people who are most like them. • To improve communications with your customers, you can learn to identify their communication style and then adapt to it.
Topic 3 - Positive Verbal Communication Communicating Positively • The element of understanding must take place. • Customer service requires the ability to communicate effectively. How? See handout.
Topic 3 - Positive Verbal Communication Avoid the Five Communication Pitfalls • Slang or business jargon • Global terms • Negative comments • Weak or vague terminology • Endearing words
Topic 3 - Positive Verbal Communication Communication Barriers • Interference occurs through different barriers: • Physical • Emotional • Knowledge • Language
Topic 3 - Positive Verbal Communication Communicating = Building Rapport • What is it? • It’s an emotional connection with your customers. • Why is it important? • It helps form a partnership with your customers.
Topic 3 - Positive Verbal Communication Pedestal Words • Pedestal words raise the other person to the level above the ordinary—a plus for those who deal with company’s customers. • SINCERITY IS A MUST!
Ethics and Customer ServiceADMN1221 “Attitude” andNonverbal Communication
Topic 5 - Nonverbal Communication (Attitude) Attitude Affects Our Nonverbal Communication • Attitude is a state of mind with which you approach a situation. It is displayed by your actions, behaviour, and your speech. An attitude containsyour beliefs and reflectsyour opinions about a certain person or an event.
Topic 5 - Nonverbal Communication (Attitude) Attitude Affect Nonverbal Communication—How? • On the telephone, what customers pay attention to: • _________% tone of voice • _________% words
Topic 5 - Nonverbal Communication (Attitude) Wrong Attitude = #1reason for getting fired!
Topic 5 - Nonverbal Communication (Attitude) Positive Attitude is a person's passport to a better tomorrow _______________ However, Our attitude is why we lose customers?
Topic 5 - Nonverbal Communication (Attitude) Wrong Attitude = Loss of Customers __ % Die __ % Move away __ % Seek other business __ % Deal with competition __ % Dissatisfied __ % Upset with how they were treated—usually by an attitude of indifference of one employee!
Wrong Attitude = Loss of Customers: What Is the Potential Costs? Topic 5 - Nonverbal Communication (Attitude)
Topic 5 - Nonverbal Communication (Attitude) Customer Service is a function of Technique + Attitude
Topic 5 - Nonverbal Communication (Attitude) Attitude Control Techniques When you feel negative emotions coming over you, reflect on the three key strategies below: • Positive self talk • Think three positives • Focus on solutions Remember two things: • You are 100% in control of your attitude. • The way you do anything—is the way you do everything.
Video – Interview Analysis http://www.youtube.com/watch?v=T3L6Y2OAuFo
Topic 5 - Nonverbal Communication (Attitude) Nonverbal Messages • CONCEPTS • We are constantly sending nonverbal messages. • It is impossible for us not to communicate in this way. • Powerful messages that can contradict or override verbal messages. When in doubt… • Lots of room for misinterpretation.
Topic 5 - Nonverbal Communication (Attitude) Five Categories of Nonverbal Communication • Body language • Environmental • Vocal cues • Appearance (self/workstation) • Spatial cues (proxemics/comfort zone) • Miscellaneous cues
Body Language Translates the meaning of the Words • Body language is sent by people in conjunction with verbal messages • Eye contact • Posture • Facial expressions • Gestures • Nodding of the head • Paralanguage • The two combined constitute meaning of the message
Categories of Nonverbal Communication • Body Language - The three challenges • To be aware and astute to the body cues of others • To be able to interpret those cues properly • To be able to use your body language as a means to improve your communication skills
Oh Di, What are you feeling? This is terribly boring being here How did my marriage turn out like this! He is not worth my time and effort I am a sad, lonely girl!
What is Michelle saying? How dare you? Who do you think you are? Don’t cross me, girl friend. Give me a break, who do you think you are fooling!
Categories of Nonverbal Communication • Environmental cues Any aspect of the workplace within which a customer comes into contact. How does a customer view stacks of paper or clutter? What other aspects of the environment may cause a customer to view the organization negatively?
Topic 5 - Nonverbal Communication (Attitude) Categories of Nonverbal Communication • Vocal cues • Pitch • Volume • Rate of speech • Voice quality • Articulation (pronunciation) • Pauses/Silence • Semantics
Topic 5 - Nonverbal Communication (Attitude) Categories of Nonverbal Communication • Appearance of your workstation (tangibles) • You only have one chance to make a good first impression! • 7/11 Rule • Hygiene • Clothing What areas do you need to improve in?
Categories of Nonverbal Communication • Spatial cues (proxemics/comfort zone) • Nonverbal messages sent on the basis of how close or far someone stands from another person. • Intimate distance 0-18 inches • Personal distance 18 inches to 4 feet • Social and work distance 4 to 12 feet • Public distance 12 feet or more
Topic 5 - Nonverbal Communication (Attitude) Categories of Nonverbal Communication • Miscellaneous Cues • Personal habits • Time allocation and attention • Follow through • Proper etiquette/manner • Colours
Behavioral Differences Between Males/Females • Body • Vocal • Facial • Behavior • Environmental • Men and women differ in their approach to relationships. These are general differences that are seen in many men and women.
Impact of Culture on Nonverbal Communication • This phrase refers to the outcome from contact between people from various countries or backgrounds, potentially experiencing misunderstandings or relationship breakdowns. • To be successful in a global economy, you need to be familiar with the many cultures, habits and beliefs of a wide variety of people.
“Rules” for CS–Non Verbal Cues • Communicate to the customer through your body language and see whether she/he can pick up on the cues • Nonverbal Communication Barriers 1. Flashing or rolling eyes 2. Quick or slow movements 3. Arms crossed, legs crossed 4. Gestures made with exasperation 5. Slouching, hunching over 6. Poor personal care 7. Doodling 8. Staring at people or avoiding eye contact 9. Excessive fidgeting with materials
Customer-focused Behavior, Courtesy is Key • Offer assistance • Reduce customer wait time • Allow customers to go first • Offer refreshments, if appropriate • Be professional • Stand up, if appropriate • Act promptly • Guide rather than direct • Be patient
Summary of Nonverbal Communication • Remember that you are constantly sending nonverbal messages. • Be certain that they complement your verbal communication and say to the customer, “I am here to serve you”.
Topic 5 - Nonverbal Communication (Attitude) Final Thoughts • Not everyone can be an attitude “star”, but all of us can make a big effort to remain positive in our work environment and in our life.
Assignment • Research, then present the interpretation of body language cues from different cultures • Middle Eastern • Chinese • Latin American • Western European • Eastern European