Chapter 3: Verbal Communication Skills

Learning Outcomes 3-1: Explain the importance of effective communication in customer service. 3-2: Recognize the elements of effective two-way interpersonal communication. 3-3 Avoid language that could send a negative message and harm the customer relationship. 3-4: Project a professional customer service image. 3-5: Provide feedback effectively. This chapter discusses the elements of a service culture and how companies and promote a service culture.

Learning Outcomes 3-6: Use assertive communication techniques to enhance service. 3-7: Understand key differences between assertive and aggressive behavior.

Effective Communication What is the importance of effective communication? Key elements in making interaction with customers successful Recognize how you communicate Understanding of how the communication process works As the frontline person, you have the power to make or break an organization Should continually work to improve communication skills LO 3-1 Importance of Effective Communication Elements in making interaction with customers successful Recognize how you communicate Understanding of how the communication process works As the front line person, you have the power to make or break an organization Should continually work to improve communication skills

Two Way Communication Two way communication An active process in which two individuals apply the elements of communication Interpersonal communication model Environment Sender Receiver Message Channel LO 3-2 An active process in which two individuals apply the elements of communication Interpersonal communication model Environment This is the place where messages are sent Depending on the type of environment, sending of messages may be rushed Sender Person initiating a message Receiver Effective listening is key here Person who receives a message Message The idea or concept you want to convey Inappropriate words or non-verbal clues can get in the way of the message Channel The method by which you send the message, such as verbal, email, fax or in person

Two Way Communication Interpersonal communication model Encoding Decoding Feedback Filters Noise LO 3-2 Encoding Occurs as you evaluate must be done to put your message in an understandable format Decoding Occurs as messages are received and interpreting or assignment of meaning Feedback Crucial elements Shows understanding of the message being sent Filters Factors that distort or affect the messages sent Can include Attitude Interests Biases Expectations Experiences Education Beliefs and values Background Culture Gender Noise Physiological factors, psychological factors that can interfere with reception of information Health, abilities, level of attention, mood, as examples

Avoiding Negative Communication Choice of words Weak words I’ll try, Maybe Global terms Never, Always, Everyone LO 3-3 Avoiding Negative Communication Choice of words or phrasing can effect customer service Don’t use weak words such as “I’ll try” Don’t use global terms Always, never, everyone, all Verbal finger pointing Verbally blaming another person “you were supposed to call me back to remind me” Other phrases to avoid You don’t understand You’ll have to You don’t see my point That’s not my job Endearment terms (honey, sweetie, sugar) Profanity Technical specific jargon I don’t know

Communicating Positively Plan your messages Think before you speak Positive messages Focus on customer as a person Offer assistance Be prepared Provide factual information Be helpful Accept responsibility Take appropriate action Greet customers warmly Handshake, Smile LO 3-4 Plan your messages Think before you speak Positive messages Focus on the customer as a person Offer assistance Be prepared Provide factual information Be helpful Accept responsibility Take appropriate action Great customers warmly and sincerely Make the customers feel welcomed to be there Use customer focused language Avoid provider centered language such as “when I have time” Customer centered language might include “I’ll take care of that right away”

Communicating Positively Use customer focused language Provider Centered vs Customer Centered Language Make customers feel welcomed Listen carefully/respond appropriately Be Specific Use I and We messages Use small talk LO 3-4 Make customers feel welcomed Listen carefully and respond appropriately Be specific For example, if deliveries are free, but only with a certain radius, tell customer about the policy Use positive I and We messages Use small talk Get proficient at being able to ask questions and make someone feel comfortable Also read body language to see if someone is interested in small talk

Communicating Positively Use simple language Paraphrase As positively phrased questions Ask permission Agree with customers LO 3-4 Use simple language Avoid too much industry jargon Paraphrase Repeat back what the customer has said to make sure you understand Ask positively phrased questions Instead of “why do you feel this way” try “what makes you feel this way” or instead of “don’t you think” try “what do you think about” Ask permission Get approval before taking action Agree with customers Everyone wants to hear they are right Acknowledgment is a powerful tool Listen for emotion Show understanding Let the customer vent if they are upset

Communicating Positively Elicit Customer feedback and participation Close the transaction professionally Address pet peeves Long wait time, Lack of cleanliness, Lack of knowledge, LO 3-4 Elicit Customer feedback and participation Build rapport Use phrases such as “that’s a good idea” Foster a feeling of two people working together Close the transaction professionally Sincerely thank the customer Address pet peeves Identify your own hot buttons which can lead to relationship breakdowns

Providing Feedback Define feedback Types of feedback Feedback is a response to messages that a listener receives Types of feedback Verbal feedback The response given to a sender’s message that allows both parties to know that a message was received correctly Nonverbal feedback Body language (addressed in chapter four) Eye contact Positive facial expressions LO 3-5 Feedback is a response to messages a listener receives Can be verbal or non verbal Verbal feedback The response given to a senders message that allows both parties to know that a message was received correctly Non-verbal feedback Body language (addressed in chapter four) Eye contact Positive facial expressions

Dealing Assertively with Customers Definition of assertiveness Examples of assertiveness LO 3-6 Assertiveness is tied to style of behavior and culture Some people are direct and to the point Others are calm and may come across as passive Assertive communication means to express ideas positively and with confidence Examples in figure 3.5

Assertive vs. Aggressive and Conflict Ways to be assertive Assertiveness assists in solving problems Aggression can escalate and cause relationship breakdowns Do not become defensive Appropriate eye contact Listen openly Affirmative acknowledgments of what the customer is saying Open body posture Avoid blaming Use “I” statements LO 3-7 Assertive versus aggressive service Assertiveness assists in solving problems Aggression can escalate and cause relationship breakdowns Do not become defensive Appropriate eye contact Listen openly Affirmative acknowledgments of what the customer is saying Open body posture Avoid blaming Use I statements Ask for feedback and then listen Learn to say no to unreasonable requests Paraphrase the customers point of view Strive for win- win situations Responding to conflict Conflict isn’t positive or negative Opportunity to identify differences that may need to be addressed Causes of conflict Conflicting values and beliefs Personal style differences Differing perceptions Inadequate or poor communication Contrary expectations Goals that are not in sync with reality Opposition over shared resources Outcomes dependant on others Misuse of power Salvaging relationships after conflict Reaffirm the value of relationship Demonstrate commitment Be realistic Remain flexible Keep communication open Gain commitment Monitor progress

Assertive vs. Aggressive and Conflict Responding to conflict Causes of conflicts Conflicting values and beliefs Personal style differences Differing perceptions Inadequate or poor communications Goals that are out of sync with reality Opposition over shared resources Outcomes dependent on others Misuse of power LO 3-7 Assertive versus aggressive service Assertiveness assists in solving problems Aggression can escalate and cause relationship breakdowns Do not become defensive Appropriate eye contact Listen openly Affirmative acknowledgments of what the customer is saying Open body posture Avoid blaming Use I statements Ask for feedback and then listen Learn to say no to unreasonable requests Paraphrase the customers point of view Strive for win- win situations Responding to conflict Conflict isn’t positive or negative Opportunity to identify differences that may need to be addressed Causes of conflict Conflicting values and beliefs Personal style differences Differing perceptions Inadequate or poor communication Contrary expectations Goals that are not in sync with reality Opposition over shared resources Outcomes dependant on others Misuse of power Salvaging relationships after conflict Reaffirm the value of relationship Demonstrate commitment Be realistic Remain flexible Keep communication open Gain commitment Monitor progress

Assertive vs. Aggressive and Conflict Salvaging a relationship after conflict Reaffirm the value of the relationship Demonstrate commitment Be realistic Keep communications open Gain Commitment Monitor progress LO 3-7 Assertive versus aggressive service Assertiveness assists in solving problems Aggression can escalate and cause relationship breakdowns Do not become defensive Appropriate eye contact Listen openly Affirmative acknowledgments of what the customer is saying Open body posture Avoid blaming Use I statements Ask for feedback and then listen Learn to say no to unreasonable requests Paraphrase the customers point of view Strive for win- win situations Responding to conflict Conflict isn’t positive or negative Opportunity to identify differences that may need to be addressed Causes of conflict Conflicting values and beliefs Personal style differences Differing perceptions Inadequate or poor communication Contrary expectations Goals that are not in sync with reality Opposition over shared resources Outcomes dependant on others Misuse of power Salvaging relationships after conflict Reaffirm the value of relationship Demonstrate commitment Be realistic Remain flexible Keep communication open Gain commitment Monitor progress