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
Oct 20, 2014
CHAPTER 6 COMMUNICATION IN CUSTOMER SERVICE
Team BAizell BernalKathleen Mae BacaniMaria BoniRenan Bargo
Mr. Abelito QuiwaMKTG 1 6:00-9:00 PM MONDAY
OUTLINEI. Communication
i. Definition of Communication
ii. Types of Communication
II. Building Customer Intelligencei. Definition of Customer Intelligence
ii. Definition of Relationship Marketing
III. Methods of Communicationi. Listening
ii. Writing
iii. Talking
iv. Reading
v. Nonverbal expression
OUTLINEIV. Listening
i. Types of Listening
ii. Characteristics of a good listeneriii. How to improve your listening skill
V. Voice Inflection As a Customer Service Tooli. Definition of Voice Inflectionii. Definition of Pitchiii. Characteristics of the person you areiv. How to improve your voice inflection
VI. Telephones and Customer Servicei. Seven steps in answering a callii. Tips to better interact with customers over the telephone
OUTLINEVII. Words to Use/Words to Avoid
i. List of words to use
ii. List of words to avoid
VIII. Power Phrases i. Ten examples of power phrases
IX. Power of Eye Contacti. Definition of eye contact
ii. Importance of eye contact
X. Appeal to the Senses in Communicationi. Examples of customer service
OUTLINEXI. 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
XII. SUMMARY
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.
COMMUNICATIONA process in
which information, ideas, and
understanding are shared
between two or more people
Types of Communication
Intrapersonal CommunicationInterpersonal Communication
Intergroup CommunicationMass Communication
Building Customer Intelligence
Customer Intelligence Relationship Marketing
Methods of Communication
Listening
Writing
Talking
Reading
Nonverbal expression
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
TYPES OF LISTENING
Informative ListeningRelationship ListeningAppreciative Listening
Critical ListeningDiscriminative Listening
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
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.
Voice Inflection
Variation in the pitch,
timing, or loudness
of the voice
Pitch
The highs
and lows of the voice
Voice InflectionCharacteristics of the person you
are Level of job
satisfaction Attitude Gender Education Knowledge level Speed that you
work and react
ConfidenceThe part of the
country you are Status Energy level Mood
How to improve your voice inflection
▶ Tape yourself.▶ Ask friends for their honest assistance.
▶ Make a conscious effort to improve.
▶ Keep listening to yourself.
Telephones and Customer Service
Seven steps in answering a call1. Smile2. Enthusiastic and professional greeting3. Ask questions4. Give answers and assistance as quickly
as possible5. Thank the caller6. Conclude the call in a positive manner7. Follow up on the call
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.
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
Words to avoidx Can’tx Neverx Don’tx You have tox Don’t tell me nox Won’tx Not our policyx Not my jobx Profanityx Vulgarity
x Problemx Sorryx Love slangx We’ll tryx Haven’t had timex I don’t knowx Hang on for a
second
Power Phrases10 Examples of Power
Phrases1. Due to your specialized knowledge.2. What a unique suggestion!3. I’d like your considered opinion.4. Please.5. You are absolutely right!6. If I could borrow just a moment of your
time.7. May I?8. As you, of course, know.9. I’d like your advice.10.I would appreciate it if.
Power of Eye Contact
Eye contact is allowing our eyes to make visual contact with someone else’s eye.
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.
Appeal to the Senses in Communication
• A waiter in a restaurant
• A customer has brought in a bill
Communication and Technology
Three main areas of technology1. Voice Mail2. Fax Machines3. Electronic Mail
VOICE MAILSteps to increase customer responsiveness
1. Speaking clearly and slowly, identify yourself, your company, the day and date, and the time.
2. State your the reason for your call.
3. Suggest to the customer what the next step should be.
4. Leave your name and the phone number where you can be reached.
5. Close with a positive farewell.
FAX MACHINESFacsimile 101
1. When using a fax machine, a fax cover sheet should always be used.
2. If the information is confidential, place a warning statement or disclaimer on the cover sheet.
3. Double check the number you are calling. 4. Make sure that the faxed information is
readable.5. 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.
6. A faxed signature is in most cases considered as valid as a witnessed signature.
7. Make sure that your fax machine is well maintained and that it has an adequate paper supply.
ELECTRONIC MAILEmail Etiquette
1.Never type in uppercase2.Clean out your mailbox3.Avoid sending personal
messages over the system4.Since electronic mail has no
provision for voice inflection, it is incapable of showing emotion.
5.Ask for confirmation that mail has been received.
SUMMARYThis 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.
Thank You!