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CHAPTER 2: DEVELOPING STRONG LISTENING AND COMMUNICATION SKILLS A Guide to Customer Service Skills for the Service Desk Professional Third Edition.

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Presentation on theme: "CHAPTER 2: DEVELOPING STRONG LISTENING AND COMMUNICATION SKILLS A Guide to Customer Service Skills for the Service Desk Professional Third Edition."— Presentation transcript:

1 CHAPTER 2: DEVELOPING STRONG LISTENING AND COMMUNICATION SKILLS A Guide to Customer Service Skills for the Service Desk Professional Third Edition

2 2 OBJECTIVES In this chapter you will learn: The characteristics and benefits of active listening The characteristics and benefits of active listening How to avoid the distractions that prevent good listening How to avoid the distractions that prevent good listening What to listen for What to listen for How to build rapport and trust with customers How to build rapport and trust with customers How to identify and understand customer communication styles How to identify and understand customer communication styles 56 Ch. 2: Listening & Communication Skills

3 3 INTRODUCTION Two of the most basic and important skills service desk analysts must possess are Two of the most basic and important skills service desk analysts must possess are Listening skills Listening skills Communication skills Communication skills Use to communicate effectively with Use to communicate effectively with Customers Customers Coworkers Coworkers Managers Managers Other service providers such as internal support groups and vendors Other service providers such as internal support groups and vendors 57 Ch. 2: Listening & Communication Skills

4 TOPIC 1: THE POWER OF ACTIVE LISTENING 57

5 5 BEING AN ACTIVE LISTENER PART 1 OF 10 Listening – Making an effort to hear something; paying attention Listening – Making an effort to hear something; paying attention Active listening – Participating in a conversation and giving the speaker a sense of confidence that he or she is being heard Active listening – Participating in a conversation and giving the speaker a sense of confidence that he or she is being heard Passive listening – Simply taking in information and shows little regard for the speaker Passive listening – Simply taking in information and shows little regard for the speaker Ch. 2: Listening & Communication Skills 57

6 “MOST PEOPLE DO NOT LISTEN WITH THE INTENT TO UNDERSTAND; THEY LISTEN WITH THE INTENT TO REPLY.” ― Stephen R. Covey, The 7 Habits of Highly Effective People: Powerful Lessons in Personal ChangeStephen R. CoveyThe 7 Habits of Highly Effective People: Powerful Lessons in Personal Change Ch. 2: Listening & Communication Skills 6

7 7 Active Listeners Ask questions and respond to the speaker Ask questions and respond to the speaker Verify understanding Verify understanding Pay attention to what is being said and how it is being said Pay attention to what is being said and how it is being said Passive Listeners Taking in information without questions Taking in information without questions Accept information at face value Accept information at face value Show little regard for the feeling with which the information is being communicated Show little regard for the feeling with which the information is being communicated Ch. 2: Listening & Communication Skills BEING AN ACTIVE LISTENER PART 2 OF 10 58

8 8 Ask questions and respond to the speaker Ask appropriate and relevant questions Ask appropriate and relevant questions Assimilate and acknowledge the information the customer is providing Assimilate and acknowledge the information the customer is providing Use checklists to diagnose and methodically identify solutions Use checklists to diagnose and methodically identify solutions Important skills include: Important skills include: Knowing what questions to ask Knowing what questions to ask Know when to question the answers received Know when to question the answers received Ch. 2: Listening & Communication Skills BEING AN ACTIVE LISTENER PART 4 OF 10 59

9 9 Listen to how customers use jargon and acronyms to determine their skill level Listen to how customers use jargon and acronyms to determine their skill level Jargon – The specialized or technical language used by a trade or profession Jargon – The specialized or technical language used by a trade or profession Acronym – A word formed from the first letters of a series of words Acronym – A word formed from the first letters of a series of words Good listening enables you to: Good listening enables you to: Learn the business language that customers are using to describe their work Learn the business language that customers are using to describe their work Understand the impact when the technology is failing Understand the impact when the technology is failing Understand and adjust to your customer’s needs – no matter what their skill level Understand and adjust to your customer’s needs – no matter what their skill level Ch. 2: Listening & Communication Skills BEING AN ACTIVE LISTENER PART 5 OF 10 60

10 10 Knowing when not to ask questions while still being responsive is a nuance of customer service Knowing when not to ask questions while still being responsive is a nuance of customer service Policies and procedures help Policies and procedures help When customers are angry or upset, simply listen and respond to what the customer is saying in the least intrusive way possible When customers are angry or upset, simply listen and respond to what the customer is saying in the least intrusive way possible Face-to-face, maintain eye contact, nod your head Face-to-face, maintain eye contact, nod your head Over the telephone, use acknowledging and encouraging phrases Over the telephone, use acknowledging and encouraging phrases “Uh-huh,” “I see,” “Go on,” “I understand” “Uh-huh,” “I see,” “Go on,” “I understand” Ch. 2: Listening & Communication Skills BEING AN ACTIVE LISTENER PART 6 OF 10 61

11 11 Verify understanding Verify that: Verify that: You understand what the customer said You understand what the customer said The customer understands your reply The customer understands your reply Look and listen for signs of understanding Look and listen for signs of understanding Ask questions to determine the customer’s level of understanding: Ask questions to determine the customer’s level of understanding: “ Would you like me to repeat that?” “ Would you like me to repeat that?” “Would you like to go through that again?” “Would you like to go through that again?” “How does that sound?” “How does that sound?” Paraphrase - To restate the information given by the customer using slightly different words Paraphrase - To restate the information given by the customer using slightly different words Ch. 2: Listening & Communication Skills BEING AN ACTIVE LISTENER PART 7 OF 10 60

12 12 Verifying understanding: Verifying understanding: Enables you to satisfy customers by meeting their needs Enables you to satisfy customers by meeting their needs Promotes a good working relationship with other service providers Promotes a good working relationship with other service providers Asking questions is the only way to determine the actual source of the incident Asking questions is the only way to determine the actual source of the incident Choose your questions carefully and actively listen to determine your customer’s needs Choose your questions carefully and actively listen to determine your customer’s needs Ch. 2: Listening & Communication Skills BEING AN ACTIVE LISTENER PART 8 OF 10 60

13 13 Pay attention to what is being said and how it is being said: Pay attention to what is being said and how it is being said: The “what” component is the incident the customer is experiencing or the information or instructions that he or she needs The “what” component is the incident the customer is experiencing or the information or instructions that he or she needs The “how” component is any emotion the customer is experiencing as a result of having an incident or not having what they need The “how” component is any emotion the customer is experiencing as a result of having an incident or not having what they need Listening actively enables you to Listening actively enables you to Hear both the incident and emotion Hear both the incident and emotion Acknowledge both Acknowledge both Ch. 2: Listening & Communication Skills BEING AN ACTIVE LISTENER PART 9 OF 10 63

14 14 A basic human need is to be understood A basic human need is to be understood Acknowledging customers’ emotions addresses that need Acknowledging customers’ emotions addresses that need When you don’t acknowledge emotions When you don’t acknowledge emotions Customers may become more upset or angry Customers may become more upset or angry Customers may be unable to actively participate in problem solving Customers may be unable to actively participate in problem solving Being a good listener requires concentration Being a good listener requires concentration Communicating that you are listening requires thought and caring Communicating that you are listening requires thought and caring Take responsibility and determine why if a customer does not perceive that you are listening Take responsibility and determine why if a customer does not perceive that you are listening Ch. 2: Listening & Communication Skills BEING AN ACTIVE LISTENER PART 10 OF 10 63

15 15 BENEFITS OF ACTIVE LISTENING Active listening helps you: Establish rapport with a customer Establish rapport with a customer Listen for and respectfully use their name Listen for and respectfully use their name Determine the customer’s emotional state Determine the customer’s emotional state Build trust Build trust Keep the conversation on track Keep the conversation on track Determine situations that require management involvement Determine situations that require management involvement Show customers that they are important and that you want to satisfy their needs Show customers that they are important and that you want to satisfy their needs Ch. 2: Listening & Communication Skills 65

16 16 AVOIDING DISTRACTIONS THAT PREVENT GOOD LISTENING Factors that influence the ability to be a good listener Distractions and interruptions Distractions and interruptions “Third ear” syndrome “Third ear” syndrome Jumping ahead Jumping ahead Listening is NOT waiting for your turn to talk Listening is NOT waiting for your turn to talk Emotional filters Emotional filters Mental side trips Mental side trips Talking Talking Ch. 2: Listening & Communication Skills 66

17 17 KNOWING WHAT TO LISTEN FOR PART 1 OF 4 Take note of the key points the customer is making Who is reporting an incident or service request? Who is reporting an incident or service request? What product or service is involved? What product or service is involved? When is the incident occurring? When is the incident occurring? Where is the incident occurring? Where is the incident occurring? How severe or widespread is the incident? How severe or widespread is the incident? How is the incident affecting the customer? How is the incident affecting the customer? Why is determined once a solution is identified Why is determined once a solution is identified Ch. 2: Listening & Communication Skills 69

18 18 Skillful listening enables you to: Detect any emotion the customer is experiencing Detect any emotion the customer is experiencing Obtain the details of the incident or service request Obtain the details of the incident or service request Graciously receive any complaints Graciously receive any complaints Detect any misconceptions Detect any misconceptions Learn ways that products and services can be enhanced and improved Learn ways that products and services can be enhanced and improved Gain insight that can be used to improve the quality of services Gain insight that can be used to improve the quality of services Ch. 2: Listening & Communication Skills KNOWING WHAT TO LISTEN FOR PART 2 OF 4 70

19 19 Listening involves keeping your eyes open as well as your ears Listening involves keeping your eyes open as well as your ears Look for nonverbal cues Look for nonverbal cues Over the telephone, silence may mean the customer is confused or disagrees Over the telephone, silence may mean the customer is confused or disagrees Avoid the temptation to view silence as acceptance Avoid the temptation to view silence as acceptance Ch. 2: Listening & Communication Skills KNOWING WHAT TO LISTEN FOR PART 3 OF 4 70

20 20 Good listening: Requires discipline Requires discipline Begins with a willingness to fully comprehend and retain everything that customers are saying Begins with a willingness to fully comprehend and retain everything that customers are saying Does not begin and end with the conversations you have with customers Does not begin and end with the conversations you have with customers Listening is a skill that you can use and apply on a daily basis in all areas of your life! Listening is a skill that you can use and apply on a daily basis in all areas of your life! Ch. 2: Listening & Communication Skills KNOWING WHAT TO LISTEN FOR PART 4 OF 4 70

21 TOPIC 2: COMMUNICATING WITH CUSTOMERS 71

22 22 COMMUNICATING WITH CUSTOMERS Communication - The exchange of thoughts, messages, and information Communication - The exchange of thoughts, messages, and information Communication requires: Communication requires: Skills such as listening, speaking, and writing Skills such as listening, speaking, and writing The desire to convey information in a meaningful and respectful way The desire to convey information in a meaningful and respectful way Knowing what to say and how to say it takes practice and patience Knowing what to say and how to say it takes practice and patience Ch. 2: Listening & Communication Skills 71

23 23 BUILDING RAPPORT AND TRUST WITH CUSTOMERS PART 1 OF 8 What you say is a simple matter of knowing and selecting the right words to use for a given situation What you say is a simple matter of knowing and selecting the right words to use for a given situation How you say it requires an understanding of how people communicate How you say it requires an understanding of how people communicate Ch. 2: Listening & Communication Skills 71

24 24 Ch. 2: Listening & Communication Skills BUILDING RAPPORT AND TRUST WITH CUSTOMERS PART 2 OF 8 71

25 25 “It’s against our policy” “It’s against our policy” State your response as a positive State your response as a positive “Our policy states…” “Our policy states…” “That’s not my job” “That’s not my job” It is your job to determine who can It is your job to determine who can “What I can do is…” “What I can do is…” “That’s not the way we do things” “That’s not the way we do things” Offer a positive option that addresses the customer’s need Offer a positive option that addresses the customer’s need “I need for you to fill out a form… and then I can…” “I need for you to fill out a form… and then I can…” Ch. 2: Listening & Communication Skills BUILDING RAPPORT AND TRUST WITH CUSTOMERS PART 3 OF 8 72

26 26 “There is nothing else I can do” or “I don’t know what else I can tell you” “There is nothing else I can do” or “I don’t know what else I can tell you” There is always something you can do There is always something you can do When in doubt, offer to let the customer speak with your manager When in doubt, offer to let the customer speak with your manager “You need to look this up on our Web site” “You need to look this up on our Web site” Replace “You” with “Have you,” “Let me,” or “Let’s” Replace “You” with “Have you,” “Let me,” or “Let’s” “Let me show you how to locate that information on our Web site.” “Let me show you how to locate that information on our Web site.” Ch. 2: Listening & Communication Skills BUILDING RAPPORT AND TRUST WITH CUSTOMERS PART 4 OF 8 73

27 27 “You set it up wrong” “You set it up wrong” Replace “You” with “Let’s” Replace “You” with “Let’s” “Let’s look at the system parameters and make sure they are set up correctly.” “Let’s look at the system parameters and make sure they are set up correctly.” If the customer figures out that he made a mistake, offer empathy If the customer figures out that he made a mistake, offer empathy “We don’t support that. You need to call…” “We don’t support that. You need to call…” Use a positively stated phrase Use a positively stated phrase “What I can do is give you the telephone number of the group that supports this product.” “What I can do is give you the telephone number of the group that supports this product.” Ch. 2: Listening & Communication Skills BUILDING RAPPORT AND TRUST WITH CUSTOMERS PART 5 OF 8 73

28 28 “We’re swamped. I can’t get to that until later.” “We’re swamped. I can’t get to that until later.” Give an honest estimate or communicate the terms of any existing SLA Give an honest estimate or communicate the terms of any existing SLA “Per our SLA with your department, this request will be completed within 48 hours.” “Per our SLA with your department, this request will be completed within 48 hours.” “What’s your point?” “What’s your point?” Ask the customer in a respectful way to clarify what he or she means Ask the customer in a respectful way to clarify what he or she means “Would you explain that again? I’m not sure I understand.” “Would you explain that again? I’m not sure I understand.” Ch. 2: Listening & Communication Skills BUILDING RAPPORT AND TRUST WITH CUSTOMERS PART 6 OF 8 74

29 29 “Whoa! Slow down!” “Whoa! Slow down!” Get the customer’s attention and respectfully ask him or her to slow down Get the customer’s attention and respectfully ask him or her to slow down “Mr. Lee, could I ask you to slow down just a bit so that I can be sure I am getting all of your information correctly.” “Mr. Lee, could I ask you to slow down just a bit so that I can be sure I am getting all of your information correctly.” “You’ve got to be kidding!” “You’ve got to be kidding!” Consider the customer’s request and positively and respectfully let the customer know what you can do Consider the customer’s request and positively and respectfully let the customer know what you can do “What I can do is take control of your system…” “What I can do is take control of your system…” Ch. 2: Listening & Communication Skills BUILDING RAPPORT AND TRUST WITH CUSTOMERS PART 7 OF 8 74

30 30 Ch. 2: Listening & Communication Skills BUILDING RAPPORT AND TRUST WITH CUSTOMERS PART 8 OF 8 72

31 31 NONVERBAL COMMUNICATION PART 1 OF 3 Nonverbal communication - The exchange of information in a form other than words Nonverbal communication - The exchange of information in a form other than words Facial expressions, body language, clothing Facial expressions, body language, clothing Over the telephone, nonverbal qualities have no impact whatsoever Over the telephone, nonverbal qualities have no impact whatsoever Face-to-face, they make up over half of our conversation Face-to-face, they make up over half of our conversation People read meaning into nonverbal cues People read meaning into nonverbal cues Ch. 2: Listening & Communication Skills 79

32 32 Ch. 2: Listening & Communication Skills NONVERBAL COMMUNICATION PART 2 OF 3

33 33 Learn to use your nonverbal vocabulary in the same positive way you use words Learn to use your nonverbal vocabulary in the same positive way you use words Be respectful, be attentive, and “listen” to a speaker’s nonverbal cues Be respectful, be attentive, and “listen” to a speaker’s nonverbal cues Observe and consider emulating the nonverbal techniques used by someone that you believe is an excellent communicator Observe and consider emulating the nonverbal techniques used by someone that you believe is an excellent communicator Be aware of the culture at the company where you work or when traveling to another country Be aware of the culture at the company where you work or when traveling to another country Ch. 2: Listening & Communication Skills NONVERBAL COMMUNICATION PART 3 OF 3 79

34 34 Factors that make up your tone of voice: Energy Energy Rate of speech Rate of speech Volume and pitch Volume and pitch Ch. 2: Listening & Communication Skills TONE OF VOICE PART 1 OF 7 79

35 35 Energy: The energy in your voice reflects your personality and attitude The energy in your voice reflects your personality and attitude Facial expression mirrors mood and mood mirrors facial expression Facial expression mirrors mood and mood mirrors facial expression Approach all interactions with customers as if they were standing in front of you Approach all interactions with customers as if they were standing in front of you Put a smile on your face, focus your attention on what the customer is saying, be as responsive as possible Put a smile on your face, focus your attention on what the customer is saying, be as responsive as possible False enthusiasm can be just as offensive and distracting as no enthusiasm False enthusiasm can be just as offensive and distracting as no enthusiasm Be yourself! Be yourself! Ch. 2: Listening & Communication Skills TONE OF VOICE PART 2 OF 7 79

36 36 Place a mirror on your desk at eye level to Place a mirror on your desk at eye level to Monitor your facial expressions Monitor your facial expressions Ensure you are sitting straight and practicing good posture Ensure you are sitting straight and practicing good posture Take a quick look in the mirror before you answer the telephone to ensure you have a relaxed and pleasant facial expression Take a quick look in the mirror before you answer the telephone to ensure you have a relaxed and pleasant facial expression Ch. 2: Listening & Communication Skills TONE OF VOICE PART 3 OF 7 80

37 37 Rate of speech: A normal rate of speech is about 125 words per minute A normal rate of speech is about 125 words per minute Speaking too quickly or too slowly can: Speaking too quickly or too slowly can: Be distracting to customers Be distracting to customers Affect their ability to listen Affect their ability to listen Determine your normal rate of speech by recording yourself Determine your normal rate of speech by recording yourself Strive to adapt to the needs of your customers Strive to adapt to the needs of your customers Ch. 2: Listening & Communication Skills TONE OF VOICE PART 4 OF 7 81

38 38 Volume: Loud enough that the people involved in your conversation can hear you Loud enough that the people involved in your conversation can hear you Not so loud that it disturbs the people around you Not so loud that it disturbs the people around you Service desks can be loud Service desks can be loud If things get too loud, politely signal your coworkers If things get too loud, politely signal your coworkers Graciously accept and respond to any signals you receive Graciously accept and respond to any signals you receive Ch. 2: Listening & Communication Skills TONE OF VOICE PART 5 OF 7 81

39 39 Pitch : Refers to the highness or lowness of vocal tone Refers to the highness or lowness of vocal tone Generally speaking: Generally speaking: High-pitched voices are viewed as weak High-pitched voices are viewed as weak Low-pitched voices are viewed as strong Low-pitched voices are viewed as strong Voice pitch is influenced by: Voice pitch is influenced by: The way you hold your head The way you hold your head The way you breathe The way you breathe Your posture Your posture Ch. 2: Listening & Communication Skills TONE OF VOICE PART 6 OF 7 81

40 40 Coupled with the right words, the tone of voice you use can dramatically change the message you communicate to a customer Coupled with the right words, the tone of voice you use can dramatically change the message you communicate to a customer “What do you expect me to do about it?” “What do you expect me to do about it?” “How would you like to see this situation resolved?” “How would you like to see this situation resolved?” Customers recognize and respond to your “words,” whether they are spoken or communicated through nonverbal cues or your tone of voice Customers recognize and respond to your “words,” whether they are spoken or communicated through nonverbal cues or your tone of voice Ch. 2: Listening & Communication Skills TONE OF VOICE PART 7 OF 7 82

41 41 IDENTIFYING & UNDERSTANDING CUSTOMER COMMUNICATION STYLES PART 1 OF 9 IDENTIFYING & UNDERSTANDING CUSTOMER COMMUNICATION STYLES PART 1 OF 9 Customers are people and people are different Customers are people and people are different They have different They have different Personalities Personalities Ways of handling change and stress Ways of handling change and stress Communication styles Communication styles Determine a customer’s communication style by listening to: Determine a customer’s communication style by listening to: The information they provide The information they provide The responses they give when you ask questions The responses they give when you ask questions Ch. 2: Listening & Communication Skills 82

42 42 Aggressive people: Aggressive people like to be in control Aggressive people like to be in control Give them time to tell their story and then jump into the conversation when they pause or ask you a question Give them time to tell their story and then jump into the conversation when they pause or ask you a question To get their attention, respectfully call out their name and then state specifically what you can do To get their attention, respectfully call out their name and then state specifically what you can do Always restate the information they give you and their opinions of the incident Always restate the information they give you and their opinions of the incident Ch. 2: Listening & Communication Skills IDENTIFYING & UNDERSTANDING CUSTOMER COMMUNICATION STYLES PART 2 OF 9 IDENTIFYING & UNDERSTANDING CUSTOMER COMMUNICATION STYLES PART 2 OF 9 83

43 43 Chatterers Chatterers can be fun, but they can also be a challenge when things are busy Chatterers can be fun, but they can also be a challenge when things are busy Avoid encouraging them Avoid encouraging them Take control of the conversation by asking closed-ended questions Take control of the conversation by asking closed-ended questions Ch. 2: Listening & Communication Skills IDENTIFYING & UNDERSTANDING CUSTOMER COMMUNICATION STYLES PART 4 OF 9 IDENTIFYING & UNDERSTANDING CUSTOMER COMMUNICATION STYLES PART 4 OF 9 83

44 44 Chatterers : Closed-ended questions – prompt short answers such as “yes” or “no” Closed-ended questions – prompt short answers such as “yes” or “no” Have you ever been able to access this system? Have you ever been able to access this system? Open-ended questions – cannot be answered with a “yes” or “no” response Open-ended questions – cannot be answered with a “yes” or “no” response What other applications did you have open when this incident occurred? What other applications did you have open when this incident occurred? Ch. 2: Listening & Communication Skills IDENTIFYING & UNDERSTANDING CUSTOMER COMMUNICATION STYLES PART 5 OF 9 IDENTIFYING & UNDERSTANDING CUSTOMER COMMUNICATION STYLES PART 5 OF 9 84

45 45 Complainers: Complainer behavior: Complainer behavior: Whine and object but cannot always identify reasons why a solution will not work Whine and object but cannot always identify reasons why a solution will not work Cannot or will not take responsibility for problem solving Cannot or will not take responsibility for problem solving Empathize but do not necessarily sympathize with their complaint Empathize but do not necessarily sympathize with their complaint Paraphrase their main points Paraphrase their main points Make sure you understand the specific nature of their complaint Make sure you understand the specific nature of their complaint Ask them how they would like things to turn out Ask them how they would like things to turn out Ch. 2: Listening & Communication Skills IDENTIFYING & UNDERSTANDING CUSTOMER COMMUNICATION STYLES PART 7 OF 9 IDENTIFYING & UNDERSTANDING CUSTOMER COMMUNICATION STYLES PART 7 OF 9 84

46 46 Know-it-alls: Know-it-alls believe they know everything and tend to resist advice or information Know-it-alls believe they know everything and tend to resist advice or information Suggest alternatives without attacking their opinions Suggest alternatives without attacking their opinions “In my experience, this will work.” “In my experience, this will work.” Be respectful when asking questions and acknowledge their knowledge Be respectful when asking questions and acknowledge their knowledge Use phrases that engage them in the problem- solving process without rejecting their perspective Use phrases that engage them in the problem- solving process without rejecting their perspective “What if...” “Let’s try this” “What if...” “Let’s try this” Ch. 2: Listening & Communication Skills IDENTIFYING & UNDERSTANDING CUSTOMER COMMUNICATION STYLES PART 8 OF 9 IDENTIFYING & UNDERSTANDING CUSTOMER COMMUNICATION STYLES PART 8 OF 9 84

47 47 Passive people Passive people avoid controversy at all costs and often cannot or will not talk if information is needed Passive people avoid controversy at all costs and often cannot or will not talk if information is needed Ask open-ended questions to encourage a prolonged response Ask open-ended questions to encourage a prolonged response Do not feel you have to fill the silence when waiting for them to respond Do not feel you have to fill the silence when waiting for them to respond Wait for them to answer Wait for them to answer Resist the temptation to jump in and put words in their mouth Resist the temptation to jump in and put words in their mouth Listen responsively when they are talking Listen responsively when they are talking If they perceive you are not listening, they may resume their silence If they perceive you are not listening, they may resume their silence Ch. 2: Listening & Communication Skills IDENTIFYING & UNDERSTANDING CUSTOMER COMMUNICATION STYLES PART 9 OF 9 IDENTIFYING & UNDERSTANDING CUSTOMER COMMUNICATION STYLES PART 9 OF 9 84

48 48 SPEAKING THE CUSTOMER’S LANGUAGE Customers tend to speak business Customers tend to speak business Analysts tend to speak technology Analysts tend to speak technology To keep communications on track and to avoid alienating customers: To keep communications on track and to avoid alienating customers: Avoid jargon and acronyms Avoid jargon and acronyms Ask clarifying questions to avoid invalid assumptions Ask clarifying questions to avoid invalid assumptions The best way to serve your customer is to The best way to serve your customer is to Understand their business Understand their business Learn to speak its language Learn to speak its language Ch. 2: Listening & Communication Skills

49 TOPIC 3: CHAPTER SUMMARY 86

50 50 CHAPTER SUMMARY PART 1 OF 3 Listening is the most important skill for a support person Listening is the most important skill for a support person Active listening involves: Active listening involves: Participating in a conversation by asking questions Participating in a conversation by asking questions Responding to the speaker Responding to the speaker Verifying understanding Verifying understanding Good listening requires discipline and a willingness to fully comprehend: Good listening requires discipline and a willingness to fully comprehend: What customers are saying What customers are saying How they are saying it How they are saying it Listening is a skill you can use and apply daily in all areas of your life Listening is a skill you can use and apply daily in all areas of your life Ch. 2: Listening & Communication Skills 86

51 51 Communication is the exchange of information Communication is the exchange of information It requires: It requires: Skills such as listening, speaking, and writing Skills such as listening, speaking, and writing The desire to convey information in a meaningful and respectful way The desire to convey information in a meaningful and respectful way What you say—the words you choose to use— greatly influences the response you receive from customers What you say—the words you choose to use— greatly influences the response you receive from customers How you say it—the nonverbal ways you communicate and your tone of voice—can say as much as your words How you say it—the nonverbal ways you communicate and your tone of voice—can say as much as your words People read meaning into your nonverbal cues People read meaning into your nonverbal cues Ch. 2: Listening & Communication Skills CHAPTER SUMMARY PART 2 OF 3 86

52 52 Customers have different communication styles Customers have different communication styles Determine your customers’ communication style by listening Determine your customers’ communication style by listening Determine your customers’ response by learning to speak their language Determine your customers’ response by learning to speak their language Most people consider technology a tool Most people consider technology a tool The best way to serve customers is to understand their business and learn to speak its language The best way to serve customers is to understand their business and learn to speak its language You can then translate that language into your language, the language of technology You can then translate that language into your language, the language of technology Ch. 2: Listening & Communication Skills CHAPTER SUMMARY PART 3 OF 3 87

53 ALWAYS REMEMBER, “PEOPLE DO NOT CARE HOW MUCH YOU KNOW UNTIL THEY KNOW HOW MUCH YOU CARE.” ― John Maxwell John Maxwell Ch. 2: Listening & Communication Skills 53

54 CHAPTER 2 QUESTIONS CHAPTER 2 QUESTIONS


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