1. AB221: CUSTOMER SERVICE UNIT 6 Tonight’s Focus: Course Operations, Review of U5, Nonverbal Communication and Effective Telephone Techniques..

2. What do I have to do this week? Reading: Chapters 10 & 11. Discussion: Read & Respond! Assignment : APA Assignment w/ 2 – 3 page response section. Remember: Tuesday @ 11:59 pm is the weekly deadline.

3. Discussion “Best Practices” Major Discussion Requirements include: 1st detailed original response (answers discussion questions) no later than Saturday of unit. EXCEED minimum 100 word initial post (usually will have to exceed this minimum to adequately respond to the question(s) asked.) Post on at least 3 different days. Respond to @ least 2 of your classmates (These posts must also include the substance from our weekly focus and demonstrate your application of the material we are learning.) Minimum 3 total posts for each unit (1 st detailed original response, 2 peer responses). Remember: Relate Discussion to Reading & Weekly Focus. Interactive discussions, so please answer any questions that I or classmates may ask.

4. U5 Assignment & Quiz Any questions or thoughts on this past week’s assignment paper or quiz?

5. Quick Review of U5

6. Learning Objectives for U5 Explain each of the elements in the communication process Identify the behaviors of people who communicate using different communication styles Compose examples of open, probing, closed, alternative choice, leading, and direct questions Understand the fundamentals of business writing Distinguish among the three levels of listening. Explain the importance of active listening. Develop techniques for becoming an effective listener. Describe barriers of effectively communicating and listening. Identify techniques for communicating with ESL speakers. Communication Essentials

7. Communication has been successful if there is shared understanding between two or more persons. Seven elements in the communication model 1. The sender 2. The receiver 3. A message 4. Signals 5. The brain 6. Shared understanding 7. Feedback The Basics of Communication

8. Listening skills that make the other person feel heard Questions framed in a respectful manner A willingness to perform the work needed to reach a desired goal An ability to remain calm and centered, despite chaos or challenge Service-Oriented Communication Flawless follow up A demonstrated understanding of the other person’s perspective An ability to anticipate the client’s needs A calm and pleasant tone of voice Honest communication Ease with admitting fault

9. Aggressive–closed-minded, listens poorly –Fosters resistance, defiance and retaliation Passive–indirect and hesitant to say what is on the person’s mind –Tends to agree externally, while disagreeing internally Assertive–an effective active listener –Is open to negotiating, bargaining, and compromising in ways that everyone wins Communication Styles

10. When asking questions, use an assortment of: –Open questions –Probing questions –Closed questions –Alternative choice questions –Leading questions –Direct questions Communicating with Customers in Person

11. When answering questions, first –Understand the question –Decide whether you know the answer –Remember, you are the expert –Take enough time –Smile –Never answer a question with a question –Be careful with your power –When you don’t know, admit it Communicating with Customers in Person

12. Tone refers to the writer’s attitude toward the reader and the subject of the message. –Be confident –Be courteous and sincere –Use nondiscriminatory language –Stress the benefits for the reader Use the Proper Tone

13. Means listening with your whole mind and body— not just your ears Five strategies that help improve active listening skills 1.Be ready to listen 2.Be ready to take notes 3.Demonstrate that you are listening 4.Ask questions 5.Restate the customer’s points Active Listening

14. Realize that listening is hard work Make good use of the thought-speech ratio Seek to listen in more than one way Give the speaker space Don’t begin speaking the moment the person stops talking Develop an open posture that encourages the other person to talk Strategies for Effective Listening

15. 1. Pay attention 2. Be courteous 3. Nod your head 4. Repeat the statement 5. Don’t be judgmental 6. Ask follow-up questions 7. Listen with your entire body 8. Respect the other person Listening Techniques

16. Reflective feedback mirrors content and intent –“If I understand you correctly, what you are saying is…” Responsive feedback characterizes the listener’s feelings –“When you [action], I feel [reaction].” Reactive feedback reaffirms the speaker’s message –“I had a similar experience. It was…” Three Types of Feedback

17. Empathy is seeking to understand the other person’s position without getting emotionally involved yourself. Putting yourself in the customer’s place can help you analyze the message from his her perspective. Guiding principles –Be attentive –Be interested in the speaker’s needs –Listen with a caring attitude –Act as a mirror –Don’t get personally involved –Use verbal cues Empathetic Listening

18. WELCOME TO UNIT 6 Nonverbal Communication and Effective Telephone Techniques

19. In general, what percentage of a spoken message consists of nonverbal signals? 1.25 2.35 3.55 4.10

20. If you were president of a company, would you use voice mail to better serve your customers? Yes No

21. Are you generally tolerant and do not get too upset if you are put on hold for more than one minute? 1.Yes 2.No

22. Nonverbal Communication Learning Objectives for U6 Understand the elements and interpretations of body language Cite examples of business etiquette and manners Detail the essential customer service skills needed when communicating over the phone Understand the purpose of voicemail and how to leave a customer-friendly message Learn how to evaluate the quality and delivery of your voice, especially when speaking on the phone Distinguish between outbound and inbound telemarketing

23. Customer-Friendly Body Language Body language includes tone of voice, eye movement, posture, hand gestures, facial expressions, and more. These nonverbal cues are more immediate, instinctive, and uncontrolled than verbal expressions.

24. A Message Consists of: 55% of the message = Nonverbal signals 38% of the message = Tone of voice 7% of the message = The words we use Therefore, 93% of every conversation is interpreted through body language.

25. Major Elements of Body Language Eye Contact – the eyes communicate more than any other part of the human anatomy Tone of Voice – this is especially important on the phone when visual cues are missing Smiling – this shows customers that you enjoy helping them Posture – an alert posture tells the customer that you are interesting in helping Gestures – using gestures contributes to how your total message is interpreted

26. Answering the Telephone Telephone greetings help form first impressions with customers Key elements of a telephone greeting –The department or company name, your name, and an offer of assistance –Example: “Customer service, this is Melissa. How may I help you?”

27. Answering the Telephone - The Basic Process Stay close to the phone Be friendly and pleasant Do not use technical language or abbreviations Always remain courteous, even if the caller is not Have paper and pencil handy to take notes Bring closure to the call

28. Transferring Calls Strategies to use: –State what you can do, not what you cannot do –Avoid using the word “transfer” –Pass along customer information –Stay on the line –Don’t guess who to transfer a call to –Do transfer the customer, if that is his or her preference

29. Reminders When Placing Callers on Hold Tell the caller why you would like to put him or her on hold, and ask for permission to do so Keep callers on hold no longer than 45 seconds Thank the customer for holding Offer to call the customer back instead of putting him or her on hold Check back frequently

30. Handling Irate Callers Surveys show that almost 75% of people who complain will do business with the same company in the future if the problem is resolved quickly and to the customer’s satisfaction.

31. Voicemail: Outgoing Greeting & Leaving a Message Recording an outgoing greeting –State your name and title and give reasons you cannot answer the phone at this time –Request key information from the caller –Remember to return calls promptly Leaving a voicemail message –State your name, date/time, company name and why you are calling –Say what you would like the recipient to do –Give reasons for the request –Say, “Thank you.” –Finish with providing your phone number clearly stated

32. Voice Qualities While Speaking on the Phone General guidelines for using your voice –Use a steady, moderate rate of speech –Never allow your voice to become overly loud or shrill –Keep a smile in your voice –Increase the energy in your voice

33. What do I have to do this week? Reading: Chapters 10 & 11. Discussion: Read & Respond! Assignment : APA Assignment w/ 2 – 3 page response section. Remember: Tuesday @ 11:59 pm is the weekly deadline.

34. Any Questions? Thank you for attending! See you next week.... Same Place, Same Time!