1. © 2011 South-Western | Cengage Learning GOALS LESSON 3.1 COMMUNICATE FACE-TO-FACE Describe ways to make customers feel welcome Apply observation, listening, and speaking skills to understand customers

2. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 2 3.1 Welcome Customers Show that you are approachable Respect personal space Give your undivided attention Demonstrate sensitivity

3. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 3 3.1 Communicate Effectively Listen actively Speak effectively

4. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 4 3.1 Active Listening—It’s More Than Hearing Active listening is the learned skill of interpreting another person’s words.

5. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 5 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. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 6 3.1 Barriers to Effective Listening Personal bias Lack of interest Assumptions Emotional reactions Distractions

7. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 7 3.1 Ask Questions Open-ended questions Closed questions

8. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 8 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. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 9 3.1 How Well Do You Listen? 1. 1.I often interrupt others to interject what I need to say 2. 2.I anticipate what others are about to say and finish the statement. 3. 3.During a conversation, I am easily distracted by what is happening around me. 4. 4.I feel uncomfortable when I look at the person speaking to me for more than a few seconds. 5. 5.I tune out people I don’t agree with. 6. 6.I often focus on people’s appearance instead of what they are saying.

10. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 10 3.1 How Well Do You Listen? 7. 7.I stop listening when I don’t understand the words being used. 8. 8.Sometimes I daydream when someone is talking to me. 9. 9.Instead of listening, I find myself planning what I want to say next. 10. 10.I often pretend to be interested in what someone is saying, even when I’m not.

11. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 11 3.1 Speak Effectively 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.