standard 4.1
DESCRIPTION
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. - PowerPoint PPT PresentationTRANSCRIPT
STANDARD 4.1Aptitudes in Customer
Service
APTITUDES
PASSIVE LISTENING
•Listening without reacting Allowing someone to speak, without interrupting
Not doing anything else at the same time
ACTIVE LISTENING
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 NoddingMaking 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:the communication that is expressed through words. What you say is verbal communication.
VERBAL VS. NON VERBAL Non-Verbal Communications
Behavior and elements of speech aside from the words themselves that transmit meaning. .
Non-Verbal includes:
Pitch Speed tone and volume of
voice gestures and facial
expressions body posture stance proximity to the listener eye movements and
contact 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 Contact6. Cursing and Swearing7. 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 RapportCommunicate Confidently
Demonstrate Command of Products
Control the Interaction
Mirror Customer
CUSTOMER SERVICE PROCESS
1.Opening2.Discover
y3.Resolutio
n4.Ownershi
p5.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)
ParaphrasingSummarizingMirroringClarify
CUSTOMER SERVICE PROCESS(OWNERSHIP)
Employee empowerment
CUSTOMER SERVICE PROCESS(ALWAYS)
HappyPositiveRepresent Company
APTITUDE
A natural ability to do somethingA 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 situationsHelps you copeBenefits business by satisfying customers
WAYS OF SHOWING EMPATHY
Listen Carefully to what others sayMake regular contact with those around you
Use tack when speakingRespond with empathy to othersShare your own experiencesShow support of others.