Post on 28-Dec-2015
transcript
Standard 4.1
Aptitudes in Customer Service
Aptitudes
Passive Listening
• Passive Listening is listening without reacting:– Allowing someone to speak, without
interrupting– Not doing anything else at the same time
Active Listening
• Is reacting or doing something that demonstrates you are listening and have understood.
Active Listening Cont.
– Giving non-verbal cues to demonstrate you are paying attention (nodding, making eye contact, making facial expressions appropriate to what is being said)
– Reflecting back the main points and summarizing what has been said
Verbal vs. Non verbal
• Verbal communications– is simply the communication that is
expressed through words. What you say is verbal communication.
Verbal vs. Non verbal cont.
• Non-Verbal communications– Behavior and elements of speech aside
from the words themselves that transmit meaning. Non-verbal communication includes pitch, speed, tone and volume of voice, gestures and facial expressions, body posture, stance, and proximity to the listener, eye movements and contact, and dress and appearance.
Eye Contact
• Is important to use when communicating with customers
• Helps customer to know that you care• Helps you keep the customers interest as top
priority• Helps customer know that you know they are
present.
Body Language
• Body Language Communication - 9 Things You Must Absolutely Avoid When Dealing With an Angry Customer • By Brandon Lindall
1. Wrong Facial Expression2. Annoying Voice Tone3. Closed Defensive Crossed-Arm Gesture4. Negative Body Posture
Body Language Cont.
5. Touching and Physical Contact
6. Cursing and Swearing
7. Eating, Chewing and Nibbling
8. Sighing, Sighing, Sighing
9. Slow Dilly-Dally Movement
Voice Inflection
• Can be improved upon by:• Singing in the shower• Reading out loud to
others• Listening to news casters• You can emphasize the
important words
Soft skills
• Build Rapport• Communicate
Confidently• Demonstrate
Command of Products• Control the Interaction• Mirror Customer
Customer Service Process
1. Opening
2. Discovery
3. Resolution
4. Ownership
5. Always
Customer Service Process(Opening)
• Greet Customer (Smile)• Smile in person or on the phone.
Customer Service Process(Discovery)
• Hearing and Listening (Really Listen)
Customer Service Process(Resolution)
• Paraphrasing• Summarizing• Mirroring• Clarify
Customer Service Process(Ownership)
• Employee empowerment
Customer Service Process(Always)
• Happy• Positive• Represent Company
Aptitude
• A natural ability to do something• A natural tendency.
Personality/Traits Evaluation
• a questionnaire that is supposed to yield a description of a person's personality traits; "a personality inventory is a direct test of personality, as contrasted with a projective test"
Empathy
• The ability to put yourself in another person’s place
• Related but not the same as sympathy.• Developing Empathy
– Being sensitive to others’ feelings– Being understanding– Keeping an open mind– Developing a good imagination
Empathy Benefits
• Provides “tool” for handling difficult situations
• Helps you cope• Benefits buiness by satisfying customers
Ways of Showing Empathy
• Listen Carefully to what others say• Make regular contact with those around
you• Use tack when speaking• Respond with empathy to others• Share your own experiences• Show support of others.