Professional Documents
Culture Documents
Customer Service Communication Skills Interpersonal Skills E-Mail & Telephone Techniques
Customer Service Communication Skills Interpersonal Skills E-Mail & Telephone Techniques
CUSTOMER SERVICE
COMMUNICATION SKILLS
INTERPERSONAL SKILLS
E-MAIL & TELEPHONE TECHNIQUES
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This Workshop Provides Strategies to:
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Why Companies Lose Customers?
Customer Dies – 1%
Customer Moves away – 3%
Customer Influenced by friends – 5%
Customer lured away by competition –
9%
Customer dissatisfied with product –
14%
Best Practices in Customer Service, American Management Association, HRD Press,
Amherst
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Why Companies Lose Customers?
(Cont’d)
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Some numbers to think about:
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LaGuardia’s Two Main Customers
STUDENTS
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What Do Our Customers Want?
Customers are looking to the college to
offer them:
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What Do Our Customers Dislike?
Customers find the following aspects of
college life annoying and obstructive:
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Communication
Skills
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Components of Communication
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Verbal Communication (Content)
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Vocal Communication (Tone)
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Visual Communication (Body Language)
Eye Contact
Facial Expression
Body Language
Personal Requirements & Room
Geography - dress, office space, etc
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Components of Communication
Verbal
Content
7%
Verbal Tone
Body
55% 38% Language
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Security
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Positive Communication
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Barriers to Positive
Communications
Fear and Lack of confidence
Embarrassment/inadequate knowledge
Annoyance with customers
Irritation with ourselves
Being rushed/stressed
Lack of practice
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Create Rapport, Build Trust &
Establish Credibility
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Students and Work
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Negative Communication
Rudeness Scowling
Ignoring Sighing
Lack of Eye-Rolling
Helpfulness Stereotyping
Making
Assumptions
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Conflict in the Workplace
& Interpersonal Skills
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Why Does Conflict Occur?
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How do you react to Conflict?
Avoider Fighter
Peacemaker Parent
Crusader Martyr
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Diffusing & Resolving Conflict
Do not judge the other Choose words carefully
person Avoid questions
Remain neutral – let go designed to attack
of preconceived notions Utilize the power of
Focus on the message silence and delayed
(facts), not personalities response
Deal with present Don’t be afraid to say,
behavior “You might be right”
Use positive body Avoid interpreting
language other’s motives
Use “I” Messages Do not YELL!
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10 Vital Interpersonal Skills
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10 Vital Interpersonal Skills
(Continued)
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Assertive vs. Aggressive
Communication
Use “I” statements
Keep responses short
Slow down verbally
Monitor your tone of voice
Watch nonverbal messages
Listen & maintain eye contact
Remain focused and keep a check
on your emotions
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Expectations of Quality:
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Doing More Than The Minimum
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Book Store
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Library
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HANDLING COMPLAINTS
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Six Steps in Handling the Angry Customer:
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Four Tactics to Avoid
Lead by Example.
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Valuing Diversity
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What is Diversity?
Race Religion
Gender Sexual Orientation
Culture Regional Origin
Age Thinking Style
National Origin Function
Physical Ability Employee Status
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• Recognize and appreciate that individuals are different
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Telephone & E-Mail Etiquette
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Telephone Techniques
Clearly identify yourself, and the
department and/or institution the caller
has reached.
Listening to the caller is absolutely vital.
Listen without interrupting. Don’t make
assumptions.
When taking a message, clearly repeat
information to show that you have
accurate information. Also, note the
date, time and caller’s name & number.
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Telephone Techniques - Continued
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How does my Voice Sound?
Sleepy or bored?
Harsh or abrupt?
Angry or frustrated?
Rushed or uncaring?
Distant or uninterested?
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E-Mail
Communication Techniques
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Email Communication Techniques
(Continued)
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Some thoughts to leave you with:
“Customer Service is not a department, it’s
an attitude!” Unknown
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Questions?
Thank you.
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