standard 4.1

STANDARD 4.1Aptitudes in Customer

Service

APTITUDES

PASSIVE LISTENING

•Listening without reacting Allowing someone to speak, without interrupting

Not doing anything else at the same time

ACTIVE LISTENING

Reacting or doing something that demonstrates you are

listening and have understood.

ACTIVE LISTENING CONT.

Giving non-verbal cues to demonstrate you are paying attention NoddingMaking eye contact, Making facial expressions appropriate to what is being said

Reflecting back the main points and summarizing what has been said

VERBAL VS. NON VERBAL

Verbal communications:the communication that is expressed through words. What you say is verbal communication.

VERBAL VS. NON VERBAL Non-Verbal Communications

Behavior and elements of speech aside from the words themselves that transmit meaning. .

Non-Verbal includes:

Pitch Speed tone and volume of

voice gestures and facial

expressions body posture stance proximity to the listener eye movements and

contact dress and appearance

EYE CONTACT

• Is important to use when communicating with customers

• Helps customer to know that you care• Helps you keep the customers interest as

top priority• Helps customer know that you know they

are present.

BODY LANGUAGE

• Body Language Communication - 9 Things You Must Absolutely Avoid When Dealing With an Angry Customer • By Brandon Lindall

1. Wrong Facial Expression2. Annoying Voice Tone3. Closed Defensive Crossed-Arm

Gesture4. Negative Body Posture

BODY LANGUAGE CONT.

5. Touching and Physical Contact6. Cursing and Swearing7. Eating, Chewing and Nibbling 8. Sighing, Sighing, Sighing 9. Slow Dilly-Dally Movement

VOICE INFLECTION

• Can be improved upon by:• Singing in the

shower• Reading out loud to

others• Listening to news

casters• You can emphasize

the important words

SOFT SKILLS

Build RapportCommunicate Confidently

Demonstrate Command of Products

Control the Interaction

Mirror Customer

CUSTOMER SERVICE PROCESS

1.Opening2.Discover

y3.Resolutio

n4.Ownershi

p5.Always

CUSTOMER SERVICE PROCESS(OPENING)

Greet Customer (Smile)Smile in person or on the phone.

CUSTOMER SERVICE PROCESS(DISCOVERY)

Hearing and Listening (Really Listen)

CUSTOMER SERVICE PROCESS(RESOLUTION)

ParaphrasingSummarizingMirroringClarify

CUSTOMER SERVICE PROCESS(OWNERSHIP)

Employee empowerment

CUSTOMER SERVICE PROCESS(ALWAYS)

HappyPositiveRepresent Company

APTITUDE

A natural ability to do somethingA natural tendency.

PERSONALITY/TRAITS EVALUATION

A questionnaire that is supposed to yield a description of a person's personality traits; "a personality inventory is a direct test of personality, as contrasted with a projective test"

EMPATHY The ability to put yourself in another person’s place

Related but not the same as sympathy. Developing Empathy

Being sensitive to others’ feelings Being understanding Keeping an open mind Developing a good imagination

EMPATHY BENEFITS

Provides “tool” for handling difficult situationsHelps you copeBenefits business by satisfying customers

WAYS OF SHOWING EMPATHY

Listen Carefully to what others sayMake regular contact with those around you

Use tack when speakingRespond with empathy to othersShare your own experiencesShow support of others.