Chapter 3: Verbal Communication Skills

© 2012 by Robert W. Lucas

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.

2 © 2012 by Robert W. Lucas

Learning Outcomes

• 3-6: Use assertive communication techniques to enhance service.

• 3-7: Understand key differences between assertive and aggressive behavior.

3 © 2012 by Robert W. Lucas

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 4 © 2012 by Robert W. Lucas

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 5 © 2012 by Robert W. Lucas

Two Way Communication

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

Avoiding Negative Communication

• Choice of words • Weak words – I’ll try, Maybe • Global terms – Never, Always, Everyone 7 © 2012 by Robert W. Lucas

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 8 © 2012 by Robert W. Lucas

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 9 © 2012 by Robert W. Lucas

Communicating Positively

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

Communicating Positively

• Elicit Customer feedback and participation • Close the transaction professionally • Address pet peeves – Long wait time, Lack of cleanliness, Lack of knowledge, 11 © 2012 by Robert W. Lucas

Providing Feedback

• Define 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 12 © 2012 by Robert W. Lucas

Dealing Assertively with Customers

• Definition of assertiveness • Examples of assertiveness 13 © 2012 by Robert W. Lucas

Assertive vs. Aggressive and Conflict

14 • 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 © 2012 by Robert W. Lucas

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 15 © 2012 by Robert W. Lucas

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 16 © 2012 by Robert W. Lucas