COMMUNICATE FACE-TO-FACE Lesson 3.1 2/22/2018 LESSON 3.1 COMMUNICATE FACE-TO-FACE Describe ways to make customers feel welcome Apply observation, listening, and speaking skills to understand customers CUSTOMER SERVICE

Welcome Customers Show that you are approachable 3.1 Welcome Customers Show that you are approachable Respect personal space Give your undivided attention Demonstrate sensitivity

Communicate Effectively 3.1 Communicate Effectively Listen actively Speak effectively

Active Listening—It’s More Than Hearing 3.1 Active Listening—It’s More Than Hearing Active listening is the learned skill of interpreting another person’s words.

Steps for Active Listening 3.1 Steps for Active Listening Face customer, make eye contact, and smile. Listen without interrupting and pay attention to body language. Avoid judgments. Pause before you reply and paraphrase what you heard. Ask questions. Empathize. Summarize what you heard.

Barriers to Effective Listening 3.1 Barriers to Effective Listening Personal bias Lack of interest Assumptions Emotional reactions Distractions

3.1 Ask Questions Open-ended questions Closed questions

How Good Are Your Listening Skills? 3.1 How Good Are Your Listening Skills? Instead of listening, many people Use the time while others talk to plan their response. Tune the conversation out. Allow themselves to be distracted.

3.1 How Well Do You Listen? 1. I often interrupt others to interject what I need to say 2. I anticipate what others are about to say and finish the statement. 3. During a conversation, I am easily distracted by what is happening around me. 4. I feel uncomfortable when I look at the person speaking to me for more than a few seconds. 5. I tune out people I don’t agree with. 6. I often focus on people’s appearance instead of what they are saying.

3.1 How Well Do You Listen? 7. I stop listening when I don’t understand the words being used. 8. Sometimes I daydream when someone is talking to me. 9. Instead of listening, I find myself planning what I want to say next. 10. I often pretend to be interested in what someone is saying, even when I’m not.

Speak Effectively 3.1 Spend more time listening than talking. Adjust voice level, body motions, and vocabulary. Satisfy customer’s need for acceptance, approval, appreciation, admiration, and agreement. Be specific. Ask questions to clarify. Use language your customer understands. Watch customer’s body language for cues.