Lesson 3Lesson 3Communication 1Communication 1

Customer Customer Service Service TrainingTraining

After this Lesson you After this Lesson you will…will…

•Be able to explain the importance of Be able to explain the importance of effective communication as it relates effective communication as it relates to customer service.to customer service.

•Be able to understand and Be able to understand and demonstrate effective communication demonstrate effective communication skills.skills.

•Learn to identify and acknowledge Learn to identify and acknowledge customer service needs.customer service needs.

The Importance of Effective The Importance of Effective Communication as it Communication as it Relates to Customer Relates to Customer

ServiceService“ “ Good communication is the heart and soul of Good communication is the heart and soul of strong customer and coworker relationships.”strong customer and coworker relationships.”

“ “ Relationships develop when there is good Relationships develop when there is good communication- and breakdown when there communication- and breakdown when there

is poor communication” is poor communication” (Evenson. Pg. 41)(Evenson. Pg. 41)

How we How we communicatecommunicate

When Customers are When Customers are dissatisfied..dissatisfied..•Most Customer Will not complain Most Customer Will not complain

when they are dissatisfiedwhen they are dissatisfied•They will leaveThey will leave•Not come backNot come back•And talk negatively to their And talk negatively to their

friends and familyfriends and family

TerminologyTerminology• Verbal Communication Verbal Communication Speaking and Speaking and

communicating, what you say.communicating, what you say.• Non-Verbal CommunicationNon-Verbal Communication Speaking and Speaking and

communicating without words, what you say communicating without words, what you say with other means of communication other than with other means of communication other than speaking words.speaking words.

• Body Language Body Language Body language is a collection Body language is a collection of expressions on our face and gestures we of expressions on our face and gestures we make. Very often, body language tells us more make. Very often, body language tells us more about what somebody is actually thinking than about what somebody is actually thinking than words they use. When dealing with a customer words they use. When dealing with a customer you can learn a lot about what he/she is thinking you can learn a lot about what he/she is thinking from body language.from body language.

• Diversity Diversity The differences between people both The differences between people both internally and externally.internally and externally.

More TerminologyMore Terminology• Respect Respect To treat others with consideration and courtesyTo treat others with consideration and courtesy• Disrespect Disrespect To place no value upon, to disregard.To place no value upon, to disregard.• Point of View Point of View The position or place from which one The position or place from which one

looks at something.looks at something.• Tolerance Tolerance The willingness to let others have their own The willingness to let others have their own

views or opinions.views or opinions.• Stereotypes Stereotypes – when we label people; when we make – when we label people; when we make

assumptions about what people look like, how they will assumptions about what people look like, how they will behave, what they will say, or what they think.behave, what they will say, or what they think.

• Context Context – The circumstances in which things and events – The circumstances in which things and events have taken place.have taken place.

• Inflection Inflection – The change in the tone or pitch of your – The change in the tone or pitch of your voice when speaking.voice when speaking.

Terminology Terminology ContinuedContinued• Opinion -Opinion -A belief; what an individual A belief; what an individual

thinks about a subject.thinks about a subject.• Active Listening- Active Listening- Listening to understand Listening to understand

what other are thinking and feeling.what other are thinking and feeling.• Passive Listening -Passive Listening -Listening without Listening without

expressing interest in the message of expressing interest in the message of others.others.

• Empathy -Empathy -The degree of caring and The degree of caring and individual attention you show customers.individual attention you show customers.

• Blocking -Blocking -Interrupting, distracting, and Interrupting, distracting, and preventing a give or take of ideas and preventing a give or take of ideas and feelings between two or more people.feelings between two or more people.

What?!? More What?!? More Terminology?Terminology?

• Constructive Conversation -Constructive Conversation -Giving an Giving an idea and taking of ideas between two or idea and taking of ideas between two or more people or groups.more people or groups.

• Prejudice Prejudice – An unfavorable opinion or – An unfavorable opinion or feeling formed beforehand or without feeling formed beforehand or without knowledge, thought, or reason.knowledge, thought, or reason.

• Biased Behavior Biased Behavior – Treating people – Treating people unfairly because of their identity.unfairly because of their identity.

• Awareness Awareness – Recognizing our own biases, – Recognizing our own biases, the biases of others, and the negative the biases of others, and the negative effects of bias upon everyoneeffects of bias upon everyone

Effective Communication Effective Communication SkillsSkills•Look and ListenLook and Listen•Think before you speak.Think before you speak.•Pay attention to body language, Pay attention to body language,

yours and Others.yours and Others.•Ask good questions in order to help Ask good questions in order to help

your customer better.your customer better.•Listen, Listen, ListenListen, Listen, Listen•Did I forget to mention listenDid I forget to mention listen

Identify and Identify and Acknowledge Customer Acknowledge Customer

Service NeedsService Needs Remember that customers are number one. Remember that customers are number one. Tune in so you can find the best solution Tune in so you can find the best solution efficiently and effectivelyefficiently and effectively

-Stay focused-Stay focused-Stop fidgeting-Stop fidgeting

-Make eye contact-Make eye contact-Listen carefully-Listen carefully-Show concern-Show concern

-Nod from time to time -Nod from time to time Now you are sending a message that the Now you are sending a message that the

customer is important to you. customer is important to you.

Use your communication Use your communication skills like this…skills like this…