1. Customer Service Training
Lesson 4
Communication 2

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

3. 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.

4. 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.

5. Six Modes of Communication used in Customer Service
Face to Face
Telephone
Cell Phone
Voic
Written

6. 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.

7. 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

8. Voic
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.

9. 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

10. 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 ing.
Do not use text lingo. (U=You)