1. WELCOME TO UNIT 5 Customer Service MT 221 Marilyn Radu, Instructor

2. Tonight’s Agenda Tonight I am going to review the following topics with you: Communication Essentials Customer-Focused Listening Skills

3. What type of questions do you mostly use when trying to get answers in a customer service situation? 1.Open 2.Closed 3.Probing 4.I don’t know

4. What grade would you use to rate your listening skills? 1.A 2.B 3.C 4.D

5. Unit 5 Communication Essentials Objectives 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.

6. The Basics of Communication 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

7. Service-Oriented Communication 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 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

8. Communication Styles 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

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

10. Communicating with Customers in Person 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

11. Use the Proper Tone 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

12. Three Levels of Listening Level 1 Listening –Characterizes a good listener who suspends judgment, is empathetic, and who listens with a high degree of understanding and respect Level 2 Listening –Describes a listener who mainly listens to words, but does not fully understand what the words mean Level 3 Listening –Describes a listener who may be daydreaming, forming a premature reply or faking attention

13. Active Listening 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

14. Strategies for Effective Listening 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

15. Listening Techniques 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

16. Three Types of Feedback 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…”

17. Passive Listening and Selective Listening Passive listening is characterized by hearing without sending any feedback –It offers no indication of acceptance or rejection of the message. Selective Listening is hearing only what you want to hear, filtering out what is not important or of no interest to you.

18. Empathetic Listening 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

19. Roadblocks to Communicating and Listening 1.Judging or criticizing 2.Naming or labeling 3.Commanding or ordering 4.Moralizing 5.Diverting 6.Advising

20. Any Questions? Thank you for attending! See you next week.