C USTOMER SERVICE & COMMUNICATION SKILLS KHALIDAH KHALID 3 November 2015

Customer Service & Communication SkillsCustomer Service & Communication Skills 1 Effective & Efficient CommunicationEffective & Efficient Communication 2 TeamworkTeamwork 3 Today’s Overview

Handling ObjectionsHandling Objections 4 Recipe For Success In Your CareerRecipe For Success In Your Career 5 Today’s Overview

CUSTOMER SERVICE Objectives Who are customers and why are they important How to understand their needs

CUSTOMER SERVICE Datin Aminah is a very rich lady. She has a son, Taufiq who is 5 years old. She wants to build a place specially for Taufiq. Money is not a problem. Your team is one of the team bidding for the project. Your team is given 15 minutes to come out with the concept. Your team will present their concept.

WHO IS TAUFIQ

COMMUNICATIONS SKILLS

4 TYPES OF COMMUNICATION VERBALNON VERBAL WRITTENVISUAL

COMMUNICATION SKILLS Process of transferring message/signal between 2 parties through a few methods Listening Skills Writing Skills Relationship Skills Presentation Skills Influencing Skills Negotiation Skills

LISTENING SKILLS

Sit Up Look Interested Lean Forward Listen Act Interested Nod your head to show that you are tuned in Track your speaker with your eyes

RELATIONSHIP SKILLS The RELATIONSHIP is more important than the ISSUE Whatever the ISSUE – Talk About It – Listen – Respect the other person’s view – Be willing to negotiate & compromise – Be prepared to say SORRY or FORGIVE

RELATIONSHIP SKILLS BETTER RELATIONSHIPBETTER LIVESBETTER WORLD We are not born with the relationship skill we need. They must be taught and practiced, just like learning a language. People in healthy relationship, have happier and healthier lives and are able to contribute more to the family The same skills that makes relationship healthy can make the world better – such as empathy and conflict resolution

RELATIONSHIP SKILLS

NEGOTIATING PROCESS Step 1 – Prepare Step 2 – Debate Step 3 – Propose Step 4 – Bargain Step 5 – Agree! What do you want? What do they want? What wants can we trade? What wants will we trade?

NEGOTIATION SKILLS

NEGOTATION SKILLS

NEGOTIATION SKILLS Don’t get beat up on price! Increase your sales and profit margin by learning to negotiate with confidence and power

EFFECTIVE & EFFICIENT COMMUNICATION Stay Focused Listen Carefully Put yourself in their shoes Own up to mistakes Use `I’ messages Look for a compromise Take time-out Don’t give up Ask for help if you need it

STAY FOCUSED

LISTEN CAREFULLY

PUT YOURSELF IN THEIR SHOES

OWN UP TO MISTAKES

USE ‘I’ MESSAGES

LOOK FOR A COMPROMISE

TAKE TIME OUT

NEVER GIVE UP

ASK FOR HELP IF YOU NEED IT

ASK HELP IF YOU NEED IT

TEAMWORK PROJECT Objectives What does it take to work as a team Stages of team development

TEAMBUILDING MembershipSubgroupingConflictDifferentiationSynergy

HANDLING OBJECTION

Strategy Selection Express an opinion Address cause and effect Break topics into components Discuss the past, present and future HANDLING OBJECTION

RECIPE FOR SUCCESS IN YOUR CAREER  Dress For Success  Renew Your Enthusiasm  Do More Than Push The Clock  Keep an Achievement File

My Contact KHALIDAH KHALID Telephone/WA/Telegram

THANK YOU