Communication in Customer Service St. Michael CHS TFJ4C – Hospitality

What is Communication? Customer Service requires the ability to communicate effectively. Frequently, individuals think that they are communicating, but the element of understanding may not be taking place. Customer service providers must develop their communication skills so that they are proficient in all methods of communication. The process in which information, ideas, and understanding are shared between two or more people.

Building Customer Intelligence One way to develop a more intimate understanding of customers is to build customer intelligence. Customer Intelligence is the process of gathering information; building a historical database; and developing an understanding of current, potential, and lapsed customers. Customers are actively participating in the providing of this information.

Building Customer Intelligence Customer intelligence can enhance the possibility of improved relationship marketing. Relationship Marketing is the process of cultivating a lasting and mutually beneficial connection with customers. Many businesses have a considerable amount of information about customers at their disposal….

Customer information… The methods by which customers choose to conduct their business (ie buy theater tickets on-line rather than from the sales person at the end of the line up). The time of day they do their business The depth of their expectations, purchase patterns, and level of interaction.

Methods of communicating: 1) Listening – the ability to listen and to understand 2) Writing – communicating by using the written word so that others can understand the intended message (no ambiguity) 3) Talking – using words and terminology that others can comprehend. (tone, attitude, volume, word choice) 4) Reading – the ability to look at and comprehend the written word.

Methods of communicating: 5) Non-verbal expression – Tone and inflection of the voice, facial expressions, posture, and eye contact. These all contribute to sharing a message – whether positive or negative.

Nonverbal

Listening Several barriers to good listening exist. A listener may be distracted A listener may have a closed mind A listener may be unwilling to make a commitment to the customer A listener may already feel that he/she has the solution without listening to the customer.

A good listener… Conveys sincerity Does not interject his/her own thoughts Nods head in recognition Does not finish the sentence for the speaker Paraphrases Leans towards the speaker (NOT STALKISH) Shares positive comments Shows good eye contact Is aware of his/her body language

Words are Important! – practice - Words to Use Please Yes May I Consider this Do Let’s negotiate Will Thank you Us Appreciate Can Opportunity Challenge Regret Use customer’s name –introduce self Words to AVOID -Can’t Never Don’t You have to Don’t tell me no Won’t Not our policy Not my job Profanity Vulgarity Problem Sorry Love – honey I don’t know Hang on for a second

QUIZ 1) Customer service providers must be proficient communicators. T or F 2) Customer intelligence is the process of gathering information on current and lapsed customers. T or F 3) Relationship marketing rarely has a positive impact on business. T or F 4) A good listener plans his/her answer while speaking out loud T or F

Quiz 5) The way you use your voice does not significantly impact how a message is received. T or F 6) Can’t, never, don’t, and you have to.. Would not be considered words to use T or F 7) Eye contact can convey sincerity and interest. T or F 8) Identifying why a customer has lapsed can help a business to make a positive change. T or F