Session 3Session 3 WORK = Workplace SkillsWORK = Workplace Skills Recap on Slogans ActivityRecap on Slogans Activity Recap on FISH Philosophy #2: Make Their Recap on FISH Philosophy #2: Make Their

DayDay Recap on Diversity in Customer Service Recap on Diversity in Customer Service Presentation DecisionsPresentation Decisions Chapter 2 Chapter 2 FISH Philosophy # 3: Be ThereFISH Philosophy # 3: Be There Chapter 3Chapter 3 Assignment #3Assignment #3 OMP #3OMP #3

Session 3 – Ch 1Session 3 – Ch 1Slogans ActivitySlogans Activity

A.A. Your friendYour friend in the digital age in the digital ageB.B. It’s everywhere you want to beIt’s everywhere you want to beC.C. We would rather be the best than We would rather be the best than

apologize for anything lessapologize for anything lessD.D. Have it your way!Have it your way!E.E. When you’re here, you’re familyWhen you’re here, you’re familyF.F. Be the first to knowBe the first to knowG.G. Where there’s a helpful smile in Where there’s a helpful smile in

every aisleevery aisleH.H. What can Brown do for you?What can Brown do for you?I.I. Your life…your path…your choiceYour life…your path…your choice

A.A. CoxCoxB.B. Visa Visa C.C. Dingman’s Dingman’s

Collision CtrCollision CtrD.D. Burger KingBurger KingE.E. Olive GardenOlive GardenF.F. CNNCNNG.G. Hy-VeeHy-VeeH.H. UPSUPSI.I. MCCMCC

Session 3 – Recap onFish #2: Make Their

Day “There’s a lot of times that people are walking by

with grim looks on their faces. They’re grouchy. They don’t wanna buy fish. They don’t have any money. Life is horrible. And we’ll say something and we’ll acknowledge them. And they’ll turn around and smile and say ‘Hi’, and they’ll stop and talk to us for a little bit. They come by here. They’re walking away. They’re holding their wife and playing with their baby. And I know we made their day. They don’t have to buy nothing (anything!). And we know they are walking away with a smile on their face.”

Session 3 –Recap on Diversity

Session 3 - Chapter 1Session 3 - Chapter 1Class Response on DiversityClass Response on Diversity

What is diversity?What is diversity? Diversity is a different way to say differenceDiversity is a different way to say difference Any thing that sets one person apart from another.Any thing that sets one person apart from another. Diversity is a wide range of people with different Diversity is a wide range of people with different

characteristics and cultural backgroundscharacteristics and cultural backgrounds List of choices or varietyList of choices or variety What categories of diversity can you think of?What categories of diversity can you think of? AgeAge RaceRace Musical stylesMusical styles PersonalityPersonality Sexual orientation Sexual orientation life styles (adults-children)life styles (adults-children) CultureCulture ReligionReligion

Session 3 - Chapter 1Session 3 - Chapter 1DiversityDiversity

What is diversity?What is diversity?Diversity is a Diversity is a

variety of variety of dimensions of dimensions of identity that identity that shape who we shape who we are and how we are and how we view the worldview the world

What is identity?What is identity?How we view How we view

ourselves and ourselves and how others view how others view us.us.

Session 3 – Ch 1 Session 3 – Ch 1 Diversity = Dimensions of Diversity = Dimensions of

IdentityIdentity AgeAge Class / Caste / Socio-economical statusClass / Caste / Socio-economical status CultureCulture (dis)Ability(dis)Ability Educational statusEducational status EthnicityEthnicity GenderGender LanguageLanguage Marital StatusMarital Status National Origin / CitizenshipNational Origin / Citizenship RaceRace SexSex Sexual preferenceSexual preference Spirituality / Faiths / Religion / Belief SystemsSpirituality / Faiths / Religion / Belief Systems VeteranVeteran Others?Others?

Session 3 – Ch 1 Session 3 – Ch 1 Why is understanding diversity Why is understanding diversity

important in customer service?important in customer service?

Session 3 – Presentation Decisions Are you going to do your presentation in

a group or by yourself? Get contact information of your

teammates Group: Sheree, Melisa, Ruth, Reasha,

Michelle, & Heather Individual: Kristen, Eric, Libby, & Delores Undecided: Alyssa, Mikel, & Marion

Session 3 – Book InfoSession 3 – Book Info Turn to page 17 (5Turn to page 17 (5thth ed) ed) From here on out the textbook it From here on out the textbook it

broken into four major topics that broken into four major topics that equate to equate to

LL I I F F EE

Session 3 - Chapter 2Session 3 - Chapter 2What does the power of personality What does the power of personality

mean?mean?

Personality gives Personality gives us the opportunity us the opportunity

to provide a to provide a powerful way to powerful way to

create A+ create A+ experiences for experiences for

customers.customers.

Session 3 - Chapter 2Session 3 - Chapter 2

Session 3 - Chapter 2Session 3 - Chapter 2What is a behavior?What is a behavior?

Session 3 - Chapter 2Session 3 - Chapter 22 Rules of 2 Rules of

CommunicationCommunication1.1. Anything can and will communicateAnything can and will communicate

2.2. The receiver of the message The receiver of the message determines what it meansdetermines what it means

– Yikes!Yikes!

Aggressive Aggressive AssertiveAssertive PassivePassive Passive-AggressivePassive-Aggressive

Session 3 -Session 3 - Chapter 2Chapter 2Communication StylesCommunication Styles

Session 3 - Chapter 2Session 3 - Chapter 2Two Interrelated PersonalitiesTwo Interrelated Personalities

The employeeThe employee The overall culture/personality of the The overall culture/personality of the

business: business: organizational cultureorganizational culture

Session 3 - Chapter 2Session 3 - Chapter 215 Behaviors That Taken 15 Behaviors That Taken

Together Convey PersonalityTogether Convey Personality1.1. Greet Customer Like GuestsGreet Customer Like Guests2.2. Break the IceBreak the Ice3.3. Compliment Freely and SincerelyCompliment Freely and Sincerely4.4. Communicate with People by NameCommunicate with People by Name5.5. Talk to Customers with Your Eyes Talk to Customers with Your Eyes – 3 – 3

I’sI’s6.6. Ask Often “How am I doing?”Ask Often “How am I doing?”7.7. Listen with More Than Your EarsListen with More Than Your Ears8.8. Communicate Please, Thank You, Communicate Please, Thank You,

You’re WelcomeYou’re Welcome

Session 3 - Chapter 2Session 3 - Chapter 215 Behaviors, 15 Behaviors, cont.cont.

9.9. Reassure Customers In Their Decision To Reassure Customers In Their Decision To Do Business With You – Do Business With You – Buyer’s RemorseBuyer’s Remorse

10.10. SmileSmile11.11. Use Good Telephone TechniquesUse Good Telephone Techniques12.12. Reach Out and Touch Them Reach Out and Touch Them

– – Appropriate TouchingAppropriate Touching13.13. Enjoy People and Their DiversityEnjoy People and Their Diversity14.14. Be Positive About SellingBe Positive About Selling15.15. Watch Your Dress, Grooming, and Watch Your Dress, Grooming, and

Workplace AttractivenessWorkplace Attractiveness

Session 3 - Chapter 2Session 3 - Chapter 23 I’s of Eye Contact3 I’s of Eye Contact

1.1. IntimacyIntimacy

2.2. IntimidationIntimidation

3.3. InvolvementInvolvement

Session 3 - Chapter 2Session 3 - Chapter 2Organizational Action Tips that Organizational Action Tips that Convey a Customer-Centered Convey a Customer-Centered

CultureCulture Company’s Appearance and Company’s Appearance and

GroomingGrooming Get Customers to Interact with Your Get Customers to Interact with Your

OrganizationOrganization Correspond RegularlyCorrespond Regularly Use Hoopla and Fun (“Fish”)Use Hoopla and Fun (“Fish”) Reward the Right ActionsReward the Right Actions – Needs to be – Needs to be

tilted toward great customer servicetilted toward great customer service Stay Close After the SaleStay Close After the Sale

I like fun!

Session 3 - Chapter 2Session 3 - Chapter 2A Final Thought………….A Final Thought………….

Individual and organizational Individual and organizational behaviors are conveyed to behaviors are conveyed to customers via little things. customers via little things.

Often people are unaware of Often people are unaware of how they are coming across.how they are coming across.

Session 3 –Session 3 –FISH – Be ThereFISH – Be There

Session 3 – Switching Session 3 – Switching to Chapter 3to Chapter 3

Session 3 – Chapter 3Session 3 – Chapter 3 Is anyone listening to me!Is anyone listening to me! Yes, I hear you fine.Yes, I hear you fine. But you’re not listening to what I But you’re not listening to what I

am saying!am saying!

Ever been in this kind of a Ever been in this kind of a situation?situation?

Session 3 – Chapter 3Session 3 – Chapter 3Page 40 - …of the four basic Page 40 - …of the four basic

communication skills – reading, communication skills – reading, writing, speaking, and listening writing, speaking, and listening – only one is not formally taught – only one is not formally taught in English. in English.

RDLS 0100 Reading StrategiesRDLS 0100 Reading StrategiesENGL 0960 Fund. of College ENGL 0960 Fund. of College

WritingWritingENGL 1010 English Comp IENGL 1010 English Comp ISPCH 1010 Public SpeakingSPCH 1010 Public Speaking

Where’s the listening? Where’s the listening? (Studying other languages usually (Studying other languages usually

has a listening component.)has a listening component.)

Session 3 – Chapter 3Session 3 – Chapter 3

What is the difference between What is the difference between listening and merely hearing?listening and merely hearing?

Class Ideas:Class Ideas:

Session 3 – Chapter 3Session 3 – Chapter 3

Cocktail party effectCocktail party effect – pg – pg 4141

Take into account ifTake into account ifyou were obstructed fromyou were obstructed fromseeing the person youseeing the person youwere trying towere trying tocommunicate with.communicate with.Perhaps there are peoplePerhaps there are peoplepassing between you two.passing between you two.

Session 3 – Chapter 3Session 3 – Chapter 33 categories of the listening 3 categories of the listening

process:process:1.1. Internal elementsInternal elements

a)a) The signs or sounds must be The signs or sounds must be received by the receiverreceived by the receiver

b)b) The receiver must possess a set The receiver must possess a set of meaningsof meanings

2.2. Environmental elementsEnvironmental elementsa)a) Our individual Our individual listening capacitylistening capacityb)b) The presence of The presence of noisenoisec)c) The use or misuse of The use or misuse of gatekeepersgatekeepers

3.3. Interactional elementsInteractional elementsa)a) Self-centerednessSelf-centeredness – vested – vested

interestinterestb)b) Self-protectionSelf-protection – anticipate conv. – anticipate conv.

Session 3 – Chapter 3Session 3 – Chapter 3Action TipsAction Tips

1.1. Stop talkingStop talking2.2. Prepare to listenPrepare to listen3.3. Avoid Avoid faking faking

attentionattention – – “wide “wide asleep listener”asleep listener”

4.4. Be patient, defer Be patient, defer disagreementdisagreement

5.5. Listen for more Listen for more than the factsthan the facts

6.6. Bite your tongue Bite your tongue before interruptingbefore interrupting

7.7. Reinforce the Reinforce the customer with customer with positive nonverbal positive nonverbal and verbal cuesand verbal cues

8.8. Solicit clarificationSolicit clarification9.9. Minimize the Minimize the

number of number of gatekeepersgatekeepers

10.10. Try Try counter-counter-attitudinal advocacyattitudinal advocacy

11.11. Take notesTake notes

Session 3Session 3 Role playing Action Tips in Role playing Action Tips in

Chapters 2 & 3Chapters 2 & 3 Read Chapters 4 & 5Read Chapters 4 & 5 Assignment #3Assignment #3

OMP #3OMP #3