Customer Service Training Lesson 4 Communication 2

In This Lesson You Will…. Identify, Understand, and Demonstrate appropriate use of different modes of communication Explain the six major modes of communication utilized in providing services to customers

Terminology Greeting A gesture or words when you are meeting a person. “Hello, how are you”, or a handshake. Proximity The distance from one thing or person to another. Defines the physical closeness of one person to another. Hygiene How a person keeps themselves physically including cleanliness including, hair, skin, clothing, etc. Enthusiasm An intense feeling of happiness and excitement. Charged and ready to move, start an activity or mission.

More Terminology Vocabulary All the words of a language. A list of words often used to learn the word and its meaning. Communication The exchange of ideas, messages, emotions and information Attitude A state of mind or feelings towards a person, thing, or ideas. Attitude is a person’s disposition. Gestures A motion that a body or a part of the body makes to express a feeling or emotion. Posture The physical way an individual holds themselves, such as slumping, leaning, standing straight, or the way in which an individual presents themselves.

Six Modes of Communication used in Customer Service Face to Face Telephone Cell Phone Voicemail Written E-Mail

Face-to-Face First Impression/ Greeting-Say hello, make eye contact and shake their hand Appearance/ Hygiene- Make sure your clothing is professional and clean Facial Expression- Smile, don’t frown Proximity-Don’t get too close but don’t be too far away Gestures- Pay attention to yours and others non verbal communication Silence- Do not talk over or interrupt the customer Posture- Stand up, act confident, don’t slouch Attitude- Don’t forget to maintain a positive attitude.

Telephone and Cell Phone Tone/Attitude- Be aware of the tone of your voice. A negative attitude will show in your voice. Listen- Don’t interrupt Asking Questions- is, are, do, can or will get short answers. Who, what, when, where, why and how will give you longer answers. Supply appropriate information Follow-up and follow through. Know your companies cell phone policy Do not misuse customers phone number and information

Voicemail Think before your speak, write down what you want to say if you like Be Brief Provide all of the appropriate information Be aware of your Tone when leaving a message. Avoid Hostility and be friendly as possible.

Written Communication Clean Copy (Smudge free) Error Free (Use Dictionary or Spell-check) Use Good English mechanics/ Grammar Use appropriate tone, be formal. Different types of writing: Descriptive-creates a vivid image for the reader Expository- conveys information to the reader in such a way as to bring about understanding. Persuasive-states an opinion and supports it convincingly Narrative- tells a story to the reader

E-Mail Read before you press “Send” Be brief Tone- Do not use all caps “THAT MEANS YOUR YELLING!” Make sure your aware of companies policies on Emailing. Do not use text lingo. (U=You)