1. COMMUNICATE FACE-TO-FACE
Lesson 3.1
2/22/2018
LESSON 3.1
COMMUNICATE FACE-TO-FACE
Describe ways to make customers feel welcome
Apply observation, listening, and speaking skills to understand customers
CUSTOMER SERVICE

2. Welcome Customers Show that you are approachable
3.1
Welcome Customers
Show that you are approachable
Respect personal space
Give your undivided attention
Demonstrate sensitivity

3. Communicate Effectively
3.1
Communicate Effectively
Listen actively
Speak effectively

4. Active Listening—It’s More Than Hearing
3.1
Active Listening—It’s More Than Hearing
Active listening is the learned skill of interpreting another person’s words.

5. Steps for Active Listening
3.1
Steps for Active Listening
Face customer, make eye contact, and smile.
Listen without interrupting and pay attention to body language.
Avoid judgments.
Pause before you reply and paraphrase what you heard.
Ask questions.
Empathize.
Summarize what you heard.

6. Barriers to Effective Listening
3.1
Barriers to Effective Listening
Personal bias
Lack of interest
Assumptions
Emotional reactions
Distractions

7. 3.1
Ask Questions
Open-ended questions
Closed questions

8. How Good Are Your Listening Skills?
3.1
How Good Are Your Listening Skills?
Instead of listening, many people
Use the time while others talk to plan their response.
Tune the conversation out.
Allow themselves to be distracted.

9. 3.1
How Well Do You Listen?
1. I often interrupt others to interject what I need to say
2. I anticipate what others are about to say and finish the statement.
3. During a conversation, I am easily distracted by what is happening around me.
4. I feel uncomfortable when I look at the person speaking to me for more than a few seconds.
5. I tune out people I don’t agree with.
6. I often focus on people’s appearance instead of what they are saying.

10. 3.1
How Well Do You Listen?
7. I stop listening when I don’t understand the words being used.
8. Sometimes I daydream when someone is talking to me.
9. Instead of listening, I find myself planning what I want to say next.
10. I often pretend to be interested in what someone is saying, even when I’m not.

11. Speak Effectively 3.1 Spend more time listening than talking.
Adjust voice level, body motions, and vocabulary.
Satisfy customer’s need for acceptance, approval, appreciation, admiration, and agreement.
Be specific.
Ask questions to clarify.
Use language your customer understands.
Watch customer’s body language for cues.