1. © 2012 by Robert W. Lucas Chapter 3: Verbal Communication Skills

2. 2 2 © 2012 by Robert W. Lucas Learning Outcomes 3-1: Explain the importance of effective communication in customer service.3-1: Explain the importance of effective communication in customer service. 3-2: Recognize the elements of effective two-way interpersonal communication.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.3-3 Avoid language that could send a negative message and harm the customer relationship. 3-4: Project a professional customer service image.3-4: Project a professional customer service image. 3-5: Provide feedback effectively.3-5: Provide feedback effectively.

3. 3 3 © 2012 by Robert W. Lucas Learning Outcomes 3-6: Use assertive communication techniques to enhance service.3-6: Use assertive communication techniques to enhance service. 3-7: Understand key differences between assertive and aggressive behavior.3-7: Understand key differences between assertive and aggressive behavior.

4. 4 4 © 2012 by Robert W. Lucas Effective Communication What is the importance of effective communication?

5. 5 5 © 2012 by Robert W. Lucas Two Way Communication Define two way communication Interpersonal communication model – –Environment – –Sender – –Receiver – –Message – –Channel

6. 6 6 © 2012 by Robert W. Lucas Two Way Communication Interpersonal communication model – –Encoding – –Decoding – –Feedback – –Filters – –Noise

7. 7 7 © 2012 by Robert W. Lucas Avoiding Negative Communication Choice of words Weak words Global terms

8. 8 8 © 2012 by Robert W. Lucas Communicating Positively Plan your messages Focus on customer as a person Greet customers warmly Use customer focused language

9. 9 9 © 2012 by Robert W. Lucas Communicating Positively Make customers feel welcomed Listen carefully/respond appropriately Be Specific Use I and We messages Use small talk

10. 10 © 2012 by Robert W. Lucas Communicating Positively Use simple language Paraphrase As positively phrased questions Ask permission Agree with customers

11. 11 © 2012 by Robert W. Lucas Communicating Positively Elicit Customer feedback and participation Close the transaction professionally Address pet peeves

12. 12 © 2012 by Robert W. Lucas Providing Feedback Define feedback Types of feedback

13. 13 © 2012 by Robert W. Lucas Dealing Assertively with Customers Definition of assertiveness Examples of assertiveness

14. 14 © 2012 by Robert W. Lucas Assertive vs. Aggressive and Conflict Ways to be assertive Responding to conflict Salvaging a relationship after conflict