Session 3 Session 3 WORK = Workplace Skills WORK = Workplace Skills Recap on Slogans Activity Recap on Slogans Activity Recap on FISH Philosophy #2: Make Recap on FISH Philosophy #2: Make Their Day Their Day Recap on Diversity in Customer Service Recap on Diversity in Customer Service Presentation Decisions Presentation Decisions Chapter 2 Chapter 2 FISH Philosophy # 3: Be There FISH Philosophy # 3: Be There Chapter 3 Chapter 3 Assignment #3 Assignment #3 OMP #3 OMP #3
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Session 3 WORK = Workplace Skills WORK = Workplace Skills Recap on Slogans Activity Recap on Slogans Activity Recap on FISH Philosophy #2: Make Their Day.
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Session 3Session 3
WORK = Workplace SkillsWORK = Workplace Skills Recap on Slogans ActivityRecap on Slogans Activity Recap on FISH Philosophy #2: Make Their Recap on FISH Philosophy #2: Make Their
DayDay Recap on Diversity in Customer Service Recap on Diversity in Customer Service Presentation DecisionsPresentation Decisions Chapter 2 Chapter 2 FISH Philosophy # 3: Be ThereFISH Philosophy # 3: Be There Chapter 3Chapter 3 Assignment #3Assignment #3 OMP #3OMP #3
“There’s a lot of times that people are walking by with grim looks on their faces. They’re grouchy. They don’t wanna buy fish. They don’t have any money. Life is horrible. And we’ll say something and we’ll acknowledge them. And they’ll turn around and smile and say ‘Hi’, and they’ll stop and talk to us for a little bit. They come by here. They’re walking away. They’re holding their wife and playing with their baby. And I know we made their day. They don’t have to buy nothing (anything!). And we know they are walking away with a smile on their face.”
Session 3 –Recap on Diversity
Session 3 - Chapter 1Session 3 - Chapter 1Class Response on DiversityClass Response on Diversity
What is diversity?What is diversity? Diversity is a different way to say differenceDiversity is a different way to say difference Any thing that sets one person apart from another.Any thing that sets one person apart from another. Diversity is a wide range of people with different Diversity is a wide range of people with different
characteristics and cultural backgroundscharacteristics and cultural backgrounds List of choices or varietyList of choices or variety
What categories of diversity can you think of?What categories of diversity can you think of? AgeAge RaceRace Musical stylesMusical styles PersonalityPersonality Sexual orientation Sexual orientation life styles (adults-children)life styles (adults-children) CultureCulture ReligionReligion
What is diversity?What is diversity?Diversity is a Diversity is a
variety of variety of dimensions of dimensions of identity that identity that shape who we shape who we are and how we are and how we view the worldview the world
What is identity?What is identity?How we view How we view
ourselves and ourselves and how others view how others view us.us.
Session 3 – Ch 1 Session 3 – Ch 1 Diversity = Dimensions of Diversity = Dimensions of
IdentityIdentity AgeAge Class / Caste / Socio-economical statusClass / Caste / Socio-economical status CultureCulture (dis)Ability(dis)Ability Educational statusEducational status EthnicityEthnicity GenderGender LanguageLanguage Marital StatusMarital Status National Origin / CitizenshipNational Origin / Citizenship RaceRace SexSex Sexual preferenceSexual preference Spirituality / Faiths / Religion / Belief SystemsSpirituality / Faiths / Religion / Belief Systems VeteranVeteran Others?Others?
Session 3 – Ch 1 Session 3 – Ch 1
Why is understanding diversity Why is understanding diversity important in customer service?important in customer service?
Session 3 – Presentation Decisions Are you going to do your presentation
in a group or by yourself? Get contact information of your
Session 3 - Chapter 2Session 3 - Chapter 215 Behaviors That Taken 15 Behaviors That Taken
Together Convey PersonalityTogether Convey Personality1.1. Greet Customer Like GuestsGreet Customer Like Guests2.2. Break the IceBreak the Ice3.3. Compliment Freely and SincerelyCompliment Freely and Sincerely4.4. Communicate with People by NameCommunicate with People by Name5.5. Talk to Customers with Your Eyes Talk to Customers with Your Eyes – 3 – 3
I’sI’s
6.6. Ask Often “How am I doing?”Ask Often “How am I doing?”7.7. Listen with More Than Your EarsListen with More Than Your Ears8.8. Communicate Please, Thank You, Communicate Please, Thank You,
9.9. Reassure Customers In Their Decision Reassure Customers In Their Decision To Do Business With You – To Do Business With You – Buyer’s Buyer’s RemorseRemorse
10.10. SmileSmile11.11. Use Good Telephone TechniquesUse Good Telephone Techniques12.12. Reach Out and Touch Them Reach Out and Touch Them
– – Appropriate TouchingAppropriate Touching13.13. Enjoy People and Their DiversityEnjoy People and Their Diversity14.14. Be Positive About SellingBe Positive About Selling15.15. Watch Your Dress, Grooming, and Watch Your Dress, Grooming, and
Workplace AttractivenessWorkplace Attractiveness
Session 3 - Chapter 2Session 3 - Chapter 23 I’s of Eye Contact3 I’s of Eye Contact
1.1. IntimacyIntimacy
2.2. IntimidationIntimidation
3.3. InvolvementInvolvement
Session 3 - Chapter 2Session 3 - Chapter 2Organizational Action Tips that Organizational Action Tips that Convey a Customer-Centered Convey a Customer-Centered
CultureCulture Company’s Appearance and Company’s Appearance and
GroomingGrooming Get Customers to Interact with Your Get Customers to Interact with Your
OrganizationOrganization Correspond RegularlyCorrespond Regularly Use Hoopla and Fun (“Fish”)Use Hoopla and Fun (“Fish”) Reward the Right ActionsReward the Right Actions – Needs to – Needs to
be tilted toward great customer servicebe tilted toward great customer service Stay Close After the SaleStay Close After the Sale
I like fun!
Session 3 - Chapter 2Session 3 - Chapter 2A Final Thought………….A Final Thought………….
Individual and organizational Individual and organizational behaviors are conveyed to behaviors are conveyed to customers via little things. customers via little things.
Often people are unaware of Often people are unaware of how they are coming across.how they are coming across.
Session 3 –Session 3 –FISH – Be ThereFISH – Be There
Is anyone listening to me!Is anyone listening to me! Yes, I hear you fine.Yes, I hear you fine. But you’re not listening to what I But you’re not listening to what I
am saying!am saying!
Ever been in this kind of a Ever been in this kind of a situation?situation?
Session 3 – Chapter 3Session 3 – Chapter 3
Page 40 - …of the four basic Page 40 - …of the four basic communication skills – reading, communication skills – reading, writing, speaking, and listening writing, speaking, and listening – only one is not formally – only one is not formally taught in English. taught in English.
RDLS 0100 Reading StrategiesRDLS 0100 Reading StrategiesENGL 0960 Fund. of College ENGL 0960 Fund. of College
WritingWritingENGL 1010 English Comp IENGL 1010 English Comp ISPCH 1010 Public SpeakingSPCH 1010 Public Speaking
Where’s the listening? Where’s the listening? (Studying other languages usually (Studying other languages usually
has a listening component.)has a listening component.)
Session 3 – Chapter 3Session 3 – Chapter 3
What is the difference between What is the difference between listening and merely hearing?listening and merely hearing?
Class Ideas:Class Ideas:
Session 3 – Chapter 3Session 3 – Chapter 3
Cocktail party effectCocktail party effect – pg – pg 4141
Take into account ifTake into account if
you were obstructed fromyou were obstructed from
seeing the person youseeing the person you
were trying towere trying to
communicate with.communicate with.
Perhaps there are peoplePerhaps there are people
passing between you two.passing between you two.
Session 3 – Chapter 3Session 3 – Chapter 33 categories of the listening 3 categories of the listening
process:process:
1.1. Internal elementsInternal elementsa)a) The signs or sounds must be The signs or sounds must be
received by the receiverreceived by the receiver
b)b) The receiver must possess a set The receiver must possess a set of meaningsof meanings