1. SCM Customer Service Operations LB 2
Communication Skills in Customer Service

2. Learning Block Objectives
Understand how to describe the communication activities related to customer service
Identify and describe various communication methods and their characteristics
Interpret guidelines for effective communication in customer service
Recognize the key barriers to effective to effective communication and how to overcome them
LO1

3. Communication
Communication involves the transfer of information among people
Communication involves sending and receiving information
Methods of communication include:
Written Communication
Oral Communication
Nonverbal Communication
Visual Communication
LO1

4. Communication
Being effective communicators requires an understanding of:
Your audience
Your message
The appropriate form of communication
Sometimes a combination of one or more forms of communication is appropriate
To confirm that communication has taken place, it is good to get feedback from the receiver
LO1

5. Communication Channels
Communication channel refers to the method of communication used
Business communication methods include:
, Voic , Phone, Texts, Instant Messaging, Chats, & Social Media
Written Communication – Good for large groups where interaction is not required
Oral Communication – Good for complex messages that require feedback
People in general receive messages based on their preferences i.e. written, visual, charts, oral etc.
LO2

6. Written Communication
Excellent grammar, spelling, and punctuation skills are important to portray the right message and image of you & your organization
Important to write with your audience in mind
Written Communication reaches a far wider audience than in-person or phone conversation
LO2

7. Issues that can arise with oral communication include:
Communicating in person or speaking to two or more individuals in public is oral communication
Issues that can arise with oral communication include:
Misunderstanding messages
Handling language barriers
LO3

8. Listening Communication
Listening involves an active effort to understand others. To listen to understand others, we must:
Listen for meaning behind words
Seek clarification whenever messages are not understood
After learning appropriate listening skills, apply them when receiving key messages
Avoid roadblocks to effective listening such as having pre-conceived ideas, thinking ahead, and thinking of topics not connected to those being discussed
LO4

9. Nonverbal Communication
Nonverbal communication can send a much clearer message than oral communication and includes:
Hand gestures
Facial expressions
Tone of voice
What is communicated orally and through body language can be completely different
Nonverbal communication can also emphasize or downplay what is being said during oral communication
LO4

10. Nonverbal Communication
The way people listen, look, move, and react sends messages
When nonverbal signals are paired well with spoken words, trust, clarity, and rapport can all increase
When nonverbal signals are not paired well with what is said, tension, confusion, and even mistrust can develop
A basic awareness of nonverbal communication and how to interpret it can help improve interactions with others
LO5

11. Visual Communication
Visual communication uses images to persuade, entertain, inform and enlighten customers or potential customers about products, ideas, and messages
Visual communication includes: Signs, photographs, tables, and diagrams
Visual communication includes visual technology such as televisions, DVDs, and computer displays
LO5

12. Barriers To Communication
Barriers to communication cause people to seeing things differently
Multiple barriers can be present at the same time for both sender and receiver
Common barriers include:
Use if unfamiliar terms
Lack of attention from receivers
Language differences
Differences in view and perception
Cultural differences
Preconceived ideas and notions

13. Guidelines for Effective Communication
Communicating effectively requires different efforts from various parties
Receivers should focus on what is being communicated
Senders should think about how their messages might be received
Clear communication can help avoid misunderstanding and potential conflict

14. Use words that are positive
Use Of Words
Use words that are positive
Words can make or break a relationship with customers
Words like “can” and “will” are better than “can’t” and “won’t”

15. Management of Challenging Customers
Some customers have internal conflicts that they express in a confrontational manner. They come across as defensive and negative
Types of challenging customers include:
Angry and openly antagonistic or aggressive
Lack good communication skills and cannot express themselves well
Individuals with an attitude of arrogance and supremacy
Individuals who personally attack others – employees and other customers
Individuals who are overly talkative

16. Preventing Challenging Customer Interactions
Customer service representatives and company practices create challenging customers by:
Making customers wait
Sharing bad moods
Forgetting regular customers
Making negative comments

17. Methods of Listening To Customers
Listening is an active learned process by which one message is understood and another message is used to respond
Listening well must be practiced
Handling challenging customers is best accomplished by first listening to understand the causes of their situation and frustration
Relay your understanding and empathy back to the customer
Provide detail plans to issue resolution

18. Let Steps To Customer Issue Resolution
Listen – Let customers speak without interruption
Acknowledge – Provide attention Demonstrate understanding and apologize
Solve – Offer real solutions. Dwell on what can be done
Thank – Thank the customer for shopping

19. Issue Management Plan
Issue management plans are steps to identifying and resolving an issue
Each customer issue or complaint must be documented and an issue management plan developed
The plan outlines how issues will be handled
The plan could be a series of investigations and actions on the part of customer service representatives