Communication in Customer Service

1. Chapter 6 Communication in Customer service Team B Aizell Bernal Kathleen Mae Bacani Maria Boni Renan Bargo Mr. Abelito Quiwa MKTG 1 6:00-9:00 PM MONDAY

2. OUTLINE Communication i . Definition of Communication ii. Types of Communication Building Customer Intelligence i . Definition of Customer Intelligence ii. Definition of Relationship Marketing Methods of Communication i . Listening ii. Writing iii. Talking iv. Reading v. Nonverbal expression

3. OUTLINE Listening i . Types of Listening ii. Characteristics of a good listener iii. How to improve your listening skill Voice Inflection As a Customer Service Tool i . Definition of Voice Inflection ii. Definition of Pitch iii. Characteristics of the person you are iv. How to improve your voice inflection Telephones and Customer Service i . Seven steps in answering a call ii. Tips to better interact with customers over the telephone

4. OUTLINE Words to Use/Words to Avoid i . List of words to use ii. List of words to avoid Power Phrases i . Ten examples of power phrases Power of Eye Contact i . Definition of eye contact ii. Importance of eye contact Appeal to the Senses in Communication i . Examples of customer service

5. OUTLINE 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 SUMMARY

6. 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.

7. COMMUNICATION A process in which information, ideas, and understanding are shared between two or more people

8. Types of Communication Intrapersonal Communication Interpersonal Communication Intergroup Communication Mass Communication

9. Building Customer Intelligence Customer Intelligence Relationship Marketing

10. Methods of Communication Listening Writing Talking Reading Nonverbal expression

11. 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

12. Types of Listening Informative Listening Relationship Listening Appreciative Listening Critical Listening Discriminative Listening

13. 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

14. 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.

15. Voice Inflection Variation in the pitch, timing, or loudness of the voice

16. Pitch The highs and lows of the voice

17. Voice Inflection Characteristics of the person you are Level of job satisfaction Attitude Gender Education Knowledge level Speed that you work and react Confidence The part of the country you are Status Energy level Mood

18. How to improve your voice inflection Tape yourself. Ask friends for their honest assistance. Make a conscious effort to improve. Keep listening to yourself.

19. Telephones and Customer Service Seven steps in answering a call Smile Enthusiastic and professional greeting Ask questions Give answers and assistance as quickly as possible Thank the caller Conclude the call in a positive manner Follow up on the call

20. 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.

21. 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

22. Words to avoid Can’t Never Don’t You have to Don’t tell me no Won’t Not our policy Not my job Profanity Vulgarity Problem Sorry Love slang We’ll try Haven’t had time I don’t know Hang on for a second

23. Power Phrases 10 Examples of Power Phrases Due to your specialized knowledge. What a unique suggestion! I’d like your considered opinion. Please. You are absolutely right! If I could borrow just a moment of your time. May I? As you, of course, know. I’d like your advice. I would appreciate it if.

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

25. 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.

26. Appeal to the Senses in Communication A waiter in a restaurant A customer has brought in a bill

27. Communication and Technology Three main areas of technology Voice Mail Fax Machines Electronic Mail

28. Voice Mail Steps to increase customer responsiveness Speaking clearly and slowly, identify yourself, your company, the day and date, and the time. State your the reason for your call. Suggest to the customer what the next step should be. Leave your name and the phone number where you can be reached. 5. Close with a positive farewell.

29. FAX MACHINES Facsimile 101 When using a fax machine, a fax cover sheet should always be used. If the information is confidential, place a warning statement or disclaimer on the cover sheet. Double check the number you are calling. Make sure that the faxed information is readable. 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. A faxed signature is in most cases considered as valid as a witnessed signature. Make sure that your fax machine is well maintained and that it has an adequate paper supply.

30. ELECTRONIC MAIL Email Etiquette Never type in uppercase Clean out your mailbox Avoid sending personal messages over the system Since electronic mail has no provision for voice inflection, it is incapable of showing emotion. Ask for confirmation that mail has been received.

31. SUMMARY This 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.

32. Thank You!