managing customer communications
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Managing customer Managing customer communications.communications.
Sam prakashSam prakash
Excellent verbal communication skills
Excellent listening skills
Excellent non-verbal communication skills
Prodductive relationship with customer
Excellent verbal communication skills communicating positively.
Plan your message.Plan your message. Greet customer Greet customer
warmely & sincerely.warmely & sincerely. Be specific.Be specific. Use “small talk”.Use “small talk”. Use simple languageUse simple language Paraphrase.Paraphrase. Agree with customer.Agree with customer.
Ask +ve ly phrased Ask +ve ly phrased question (instead, question (instead, ‘why do u feel that ‘why do u feel that way’, use : what way’, use : what makes u feel that makes u feel that way?. instead, ’why way?. instead, ’why do u want that color’. do u want that color’. What other color What other color have u considered?.have u considered?.
Focus on your customer
Excellent verbal communication skills words & phrases that build relationship
PleasePlease Thank youThank you I can or willI can or will How may I help?How may I help? I understand how I understand how
you feelyou feel You’re rightYou’re right May IMay I I apologize for…….I apologize for…….
communicating positively……
and call them back
Excellent verbal communication skills words & phrases that damage relationship
You don’t understandYou don’t understand You don’s see my pointYou don’s see my point Hold on a secondHold on a second That’s not my That’s not my
responsibilityresponsibility What u need to do isWhat u need to do is Why don’t uWhy don’t u The word “problem, but, The word “problem, but,
nono
Avoiding negative Communication
Don’t leave them on HOLD Ask permission & keep an eye on the clock. Don’t leave them waiting!
But… NEVER, EVER say that you…
It’s our responsibility to get the answersthey need.
When we say we donot know the answer it is a dead end to the user.
That’s frustrating!
clear
complete
courteous
concrete
correct
concise
Six C of giving good inf: to customer
Excellent Non verbal communication with customer
1.1. Body languageBody language
2.2. Volume cuesVolume cues
3.3. Appearance Appearance and Groomingand Grooming
4.4. Miscellaneous Miscellaneous cuescues
1.1. Body languageBody language
Eye contactEye contact PosturePosture Facial expressionFacial expression GesturesGestures
Excellent Non verbal communication with customer
2.2. Volume cuesVolume cues
PitchPitch
Volume Volume
Rate of speechRate of speech
Voice qualityVoice quality
ArticulationArticulation
PausesPauses
silencesilence
3.3. Appearance and Appearance and GroomingGrooming
Hygiene (regular Hygiene (regular washing and washing and combing of hair, use combing of hair, use of mouthwash and of mouthwash and deodorant)deodorant)
Clothing and Clothing and accessoriesaccessories
Make a good
First Impression
Be everything you would expect and want to your customer as you would for yourself
Excellent Non verbal communication with customer
4.4. Miscellaneous cuesMiscellaneous cues
Personal habitsPersonal habits
Proper etiquette and mannerProper etiquette and manner
Positive and negative Positive and negative communication behaviorcommunication behavior
Brief eye contactBrief eye contact Eyes wide openEyes wide open SmilingSmiling Nodding affirmativelyNodding affirmatively Expressive body gesturesExpressive body gestures Open body stanceOpen body stance Remaining silent as Remaining silent as
customer speakscustomer speaks Gesturing with open handGesturing with open hand Clean, organize work areaClean, organize work area
YawningYawning Frowning or sneeringFrowning or sneering Attending the matters other Attending the matters other
than the customerthan the customer Leaning away from Leaning away from
customers as he/she speakcustomers as he/she speak Staring blankly or coolly at Staring blankly or coolly at
customercustomer InterruptingInterrupting Pointing finger or object at Pointing finger or object at
customercustomer Disorganized, cluttered work Disorganized, cluttered work
spacespace
Keep Smiling
Build a good customer relationship. Create a devoted customer.
CHARACTERISTES OF CHARACTERISTES OF GOOD LISTENER GOOD LISTENER
EmpathyEmpathy UnderstandingUnderstanding PatiencePatience AttentivenessAttentiveness ObjectivityObjectivity
Good Listener
Good Listener
Strategies for improved Strategies for improved listeninglistening
Stop talking !Stop talking ! Prepare yourselfPrepare yourself Listen activelyListen actively Show willingness Show willingness
to listeningto listening
Show empathyShow empathy Send non verbal Send non verbal
cuescues Don’t argueDon’t argue Ask questionsAsk questions
Listen activelyuse acceptance responses so they know you are listeningrepeat all critical elements so they know you understandparaphrase to confirm understandingask clarifying questions when necessary
Because everyone likes to be thanked.
and