communication in customer service

CHAPTER 6 COMMUNICATION IN CUSTOMER SERVICE

Team BAizell BernalKathleen Mae BacaniMaria BoniRenan Bargo

Mr. Abelito QuiwaMKTG 1 6:00-9:00 PM MONDAY

OUTLINEI. Communication

i. Definition of Communication

ii. Types of Communication

II. Building Customer Intelligencei. Definition of Customer Intelligence

ii. Definition of Relationship Marketing

III. Methods of Communicationi. Listening

ii. Writing

iii. Talking

iv. Reading

v. Nonverbal expression

OUTLINEIV. Listening

i. Types of Listening

ii. Characteristics of a good listeneriii. How to improve your listening skill

V. Voice Inflection As a Customer Service Tooli. Definition of Voice Inflectionii. Definition of Pitchiii. Characteristics of the person you areiv. How to improve your voice inflection

VI. Telephones and Customer Servicei. Seven steps in answering a callii. Tips to better interact with customers over the telephone

OUTLINEVII. Words to Use/Words to Avoid

i. List of words to use

ii. List of words to avoid

VIII. Power Phrases i. Ten examples of power phrases

IX. Power of Eye Contacti. Definition of eye contact

ii. Importance of eye contact

X. Appeal to the Senses in Communicationi. Examples of customer service

OUTLINEXI. Communication and Technology

i. Three main areas of technology

a. Voice mail

> Steps to increase customer responsiveness

b. Fax machines

> Facsimile 101

c. Electronic mail

> Email etiquette

XII. SUMMARY

OBJECTIVES

• Explain the relationship between communication and customer service.

• Define customer intelligence.• Discuss the benefits of

relationship marketing.• List the five main methods of

communication.• Demonstrate the use of voice

inflection to positively convey information.

• Create your own words to use/words to avoid.

COMMUNICATIONA process in

which information, ideas, and

understanding are shared

between two or more people

Types of Communication

Intrapersonal CommunicationInterpersonal Communication

Intergroup CommunicationMass Communication

Building Customer Intelligence

Customer Intelligence Relationship Marketing

Methods of Communication

Listening

Writing

Talking

Reading

Nonverbal expression

Listening a skill that must continuously be

developed pay attention we can think about 10 times faster

than we can speak avoid becoming visually distracted requires the listener to stop talking

and to hear what the speaker is saying

allow the speaker to complete the thought before giving your response

be an observer

TYPES OF LISTENING

Informative ListeningRelationship ListeningAppreciative Listening

Critical ListeningDiscriminative Listening

Characteristics of a Good Listener

conveys sincerity does not interject his or her own

thoughts nods head does not finish the sentence for the

speaker paraphrases what was said leans toward the speaker shares positive comments shows good eye contact

How to improve your listening skill

Focus on the speaker and what he or she is saying.

Look at the speaker and make eye contact when possible.

Listen with an open mind. Rephrase what was said to clarify

that you understood the intended message.

Control your body language.

Voice Inflection

Variation in the pitch,

timing, or loudness

of the voice

Pitch

The highs

and lows of the voice

Voice InflectionCharacteristics of the person you

are Level of job

satisfaction Attitude Gender Education Knowledge level Speed that you

work and react

ConfidenceThe part of the

country you are Status Energy level Mood

How to improve your voice inflection

▶ Tape yourself.▶ Ask friends for their honest assistance.

▶ Make a conscious effort to improve.

▶ Keep listening to yourself.

Telephones and Customer Service

Seven steps in answering a call1. Smile2. Enthusiastic and professional greeting3. Ask questions4. Give answers and assistance as quickly

as possible5. Thank the caller6. Conclude the call in a positive manner7. Follow up on the call

Tips to better interact with customers over the telephone

Always have a notepad available. Know the company’s policies or

have a reference close by. Tell the customer your name. Practice great listening skills. Check back with the customer to

ensure that something was really completed.

Words to use Please Yes May I Consider this Do Let’s negotiate Will Thank You You

Us Appreciate Can Use customer’s

name Would you like Opportunity Challenge Regret

Words to avoidx Can’tx Neverx Don’tx You have tox Don’t tell me nox Won’tx Not our policyx Not my jobx Profanityx Vulgarity

x Problemx Sorryx Love slangx We’ll tryx Haven’t had timex I don’t knowx Hang on for a

second

Power Phrases10 Examples of Power

Phrases1. Due to your specialized knowledge.2. What a unique suggestion!3. I’d like your considered opinion.4. Please.5. You are absolutely right!6. If I could borrow just a moment of your

time.7. May I?8. As you, of course, know.9. I’d like your advice.10.I would appreciate it if.

Power of Eye Contact

Eye contact is allowing our eyes to make visual contact with someone else’s eye.

Importance of Eye Contact

Eye contact conveys sincerity and interest.

Our eyes can convey compassion and caring.

Be aware of cultural differences. Eye contact is a sign of respect. Be sensitive to others.

Appeal to the Senses in Communication

• A waiter in a restaurant

• A customer has brought in a bill

Communication and Technology

Three main areas of technology1. Voice Mail2. Fax Machines3. Electronic Mail

VOICE MAILSteps to increase customer responsiveness

1. Speaking clearly and slowly, identify yourself, your company, the day and date, and the time.

2. State your the reason for your call.

3. Suggest to the customer what the next step should be.

4. Leave your name and the phone number where you can be reached.

5. Close with a positive farewell.

FAX MACHINESFacsimile 101

1. When using a fax machine, a fax cover sheet should always be used.

2. If the information is confidential, place a warning statement or disclaimer on the cover sheet.

3. Double check the number you are calling. 4. Make sure that the faxed information is

readable.5. If you have had difficulty in receiving

responses after sending a fax, try using broad-tipped pen and writing ATTENTION or IMPORTANT across the cover sheet.

6. A faxed signature is in most cases considered as valid as a witnessed signature.

7. Make sure that your fax machine is well maintained and that it has an adequate paper supply.

ELECTRONIC MAILEmail Etiquette

1.Never type in uppercase2.Clean out your mailbox3.Avoid sending personal

messages over the system4.Since electronic mail has no

provision for voice inflection, it is incapable of showing emotion.

5.Ask for confirmation that mail has been received.

SUMMARYThis chapter discuss the definition of

communication, customer intelligence and relationship marketing in relation to customer service. It presents the five methods of communication and how to used it to effective customer service interaction. The definition of voice inflection and pitch, and the important characteristics about the person you are. It also discuss the steps to answering a call because a large percentage of customer service interaction takes place by phone. It confer the words to use and words to avoid when dealing with customers. The importance of power phrases and power of eye contact when communicating with customers. Finally, the three main areas of technology and how to used it in communication.

Thank You!