1. Standard 4.1 Aptitudes in Customer Service

2. Aptitudes

3. Passive Listening Passive Listening is listening without reacting: –Allowing someone to speak, without interrupting –Not doing anything else at the same time

4. Active Listening Is reacting or doing something that demonstrates you are listening and have understood.

5. Active Listening Cont. –Giving non-verbal cues to demonstrate you are paying attention (nodding, making eye contact, making facial expressions appropriate to what is being said) –Reflecting back the main points and summarizing what has been said

6. Verbal vs. Non verbal Verbal communications – is simply the communication that is expressed through words. What you say is verbal communication.

7. Verbal vs. Non verbal cont. Non-Verbal communications – Behavior and elements of speech aside from the words themselves that transmit meaning. Non-verbal communication includes pitch, speed, tone and volume of voice, gestures and facial expressions, body posture, stance, and proximity to the listener, eye movements and contact, and dress and appearance.

8. Eye Contact Is important to use when communicating with customers Helps customer to know that you care Helps you keep the customers interest as top priority Helps customer know that you know they are present.

9. Body Language Body Language Communication - 9 Things You Must Absolutely Avoid When Dealing With an Angry Customer By Brandon Lindall 1.Wrong Facial Expression 2.Annoying Voice Tone 3.Closed Defensive Crossed-Arm Gesture 4.Negative Body Posture

10. Body Language Cont. 5.Touching and Physical Contact 6.Cursing and Swearing 7.Eating, Chewing and Nibbling 8.Sighing, Sighing, Sighing 9.Slow Dilly-Dally Movement

11. Voice Inflection Can be improved upon by: Singing in the shower Reading out loud to others Listening to news casters You can emphasize the important words

12. Soft skills Build Rapport Communicate Confidently Demonstrate Command of Products Control the Interaction Mirror Customer

13. Customer Service Process 1.Opening 2.Discovery 3.Resolution 4.Ownership 5.Always

14. Customer Service Process (Opening) Greet Customer (Smile) Smile in person or on the phone.

15. Customer Service Process (Discovery) Hearing and Listening (Really Listen)

16. Customer Service Process (Resolution) Paraphrasing Summarizing Mirroring Clarify

17. Customer Service Process (Ownership) Employee empowerment

18. Customer Service Process (Always) Happy Positive Represent Company

19. Aptitude A natural ability to do something A natural tendency.

20. Personality/Traits Evaluation a questionnaire that is supposed to yield a description of a person's personality traits; "a personality inventory is a direct test of personality, as contrasted with a projective test"

21. Empathy The ability to put yourself in another person’s place Related but not the same as sympathy. Developing Empathy –Being sensitive to others’ feelings –Being understanding –Keeping an open mind –Developing a good imagination

22. Empathy Benefits Provides “tool” for handling difficult situations Helps you cope Benefits buiness by satisfying customers

23. Ways of Showing Empathy Listen Carefully to what others say Make regular contact with those around you Use tack when speaking Respond with empathy to others Share your own experiences Show support of others.