1. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 1 McGraw-Hill part 3 2 1.Explain the importance of effective communication in customer service. 2.Recognize the elements of effective two-way interpersonal communication. 3.Avoid language that could send a negative message and harm the customer relationship. Skills for Success Verbal Communication Skills Learning Objectives, Chapter 3

2. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 2 McGraw-Hill Skills for Success 4.Project a professional customer service image. 5.Provide feedback effectively. 6.Use assertive communication techniques to enhance service. 7.Understand key differences between assertive and aggressive behavior.

3. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 3 McGraw-Hill Two-Way Communication involves a sender and a receiver in the application of elements of interpersonal communication (listening, feedback, positive language) to exchange information and ideas effectively. Two-Way Communication

4. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 4 McGraw-Hill Elements of the Interpersonal Communication Model Environment Encoding Feedback Filters Noise Sender Receiver Message Channel

5. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 5 McGraw-Hill Negative, Vague or Weak Terminology The word no The word problem The word but I’m not sure… I’ll try… You’re wrong. Listen to me. Our policy says… You don’t… In my opinion… Words, Phrases that are Weak: Discuss the students’ lists.

6. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 6 McGraw-Hill Problems with Global Terms Global terms are: Potentially inflammatory words or phrases; all- encompassing or inclusive expressions: alwaysnevereveryone allnobody Review students’ lists and discuss impact on service.

7. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 7 McGraw-Hill Ways to Communicate Positively Plan your messages Greet customers warmly and sincerely Focus on the customer as a person Offer assistance Be prepared Give factual information Take appropriate action Accept responsibility Be helpful

8. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 8 McGraw-Hill Communicating Positively, continued Use customer-focused language When the telephone rings, clear your thoughts, focus on the phone, and use customer-focused language as you answer professionally and cheerfully. Make customers feel welcome Use eye contact effectively

9. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 9 McGraw-Hill Listen carefully and respond appropriately Be specific Use positive “I,” “we” messages. Additional ways to communicate positively:

10. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 10 McGraw-Hill Use Small Talk Use Simple Language Paraphrase More Ways to Communicate Positively:

11. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 11 McGraw-Hill Ask positively phrased questions Ask permission Agree with the customer Communicating Positively: Ways to communicate in a helpful manner

12. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 12 McGraw-Hill Communicating Positively, continued Elicit customer feedback and participation Close the transaction professionally Address pet peeves Rapport: The silent bond between two people as a result of common interests and issues and demonstration of a win-win, “I care” attitude.

13. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 13 McGraw-Hill Non-retail Establishment Behavior Strategies for establishments such as post offices, dental offices and the government: What strategies have you studied that would be useful in dealing with customers in the above environments? Think about verbal and nonverbal feedback as you relate these strategies to various situations.

14. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 14 McGraw-Hill Providing Feedback

15. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 15 McGraw-Hill Being Assertive Assertive Behavior Assertive communication: express ideas positively and with confidence—sit or stand erect, direct eye contact, listen empathetically, smile, and calmly and firmly nod and explain what you can do.

16. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 16 McGraw-Hill Assertive versus Aggressive Behavior Understanding the difference: Assertive behavior is good for solving problems. Aggressive behavior may escalate them.

17. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 17 McGraw-Hill Understanding Aggressive Service How can aggressive service escalate problems? How can you avoid aggressive behavior in an organization? (see photo on page 78)

18. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 18 McGraw-Hill Forms of Conflict Conflict can be found in, between or among: IndividualsIndividuals and groups OrganizationsIndividuals and organizations Organizational groups

19. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 19 McGraw-Hill Recognizing Causes of Conflict Conflicting values and beliefs Personal style differences Differing perceptions Inadequate or poor communication Contrary expectations

20. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 20 McGraw-Hill Causes of Conflict, continued Inadequate communication caused by mixed signals Goals out of sync with reality Opposition over shared resources Outcomes dependent on others Misuse of power

21. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 21 McGraw-Hill Guidelines for Effective Conflict Management Remain calm. Be proactive in avoiding conflict. Keep an open mind. Identify and confront underlying issues.

22. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 22 McGraw-Hill Guidelines for Effective Conflict Management, continued Clarify communication. Stress cooperation. Focus resolution efforts on the issues. Follow established procedures for handling conflict.