chapter 2: developing strong listening and communication skills

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Chapter 2:Developing Strong Listening and Communication SkillsA Guide to Customer Service Skills for the Service Desk ProfessionalThird Edition12ObjectivesIn this chapter you will learn:The characteristics and benefits of active listeningHow to avoid the distractions that prevent good listeningWhat to listen forHow to build rapport and trust with customersHow to identify and understand customer communication styles56Ch. 2: Listening & Communication Skills23IntroductionTwo of the most basic and important skills service desk analysts must possess areListening skillsCommunication skillsUse to communicate effectively with CustomersCoworkersManagersOther service providers such as internal support groups and vendors57Ch. 2: Listening & Communication Skills3Topic 1:The Power of Active Listening5745Being an Active ListenerPart 1 of 10Listening Making an effort to hear something; paying attentionActive listening Participating in a conversation and giving the speaker a sense of confidence that he or she is being heardPassive listening Simply taking in information and shows little regard for the speakerCh. 2: Listening & Communication Skills575Most people do not listen with the intent to understand; they listen with the intent to reply.Stephen R. Covey,The 7 Habits of Highly Effective People: Powerful Lessons in Personal ChangeCh. 2: Listening & Communication Skills667Active ListenersAsk questions and respond to the speakerVerify understandingPay attention to what is being said and how it is being saidPassive ListenersTaking in information without questionsAccept information at face valueShow little regard for the feeling with which the information is being communicatedCh. 2: Listening & Communication SkillsBeing an Active ListenerPart 2 of 105878Ask questions and respond to the speakerAsk appropriate and relevant questionsAssimilate and acknowledge the information the customer is providingUse checklists to diagnose and methodically identify solutionsImportant skills include:Knowing what questions to askKnow when to question the answers receivedCh. 2: Listening & Communication SkillsBeing an Active ListenerPart 4 of 105989Listen to how customers use jargon and acronyms to determine their skill levelJargon The specialized or technical language used by a trade or professionAcronym A word formed from the first letters of a series of wordsGood listening enables you to: Learn the business language that customers are using to describe their workUnderstand the impact when the technology is failingUnderstand and adjust to your customers needs no matter what their skill levelCh. 2: Listening & Communication SkillsBeing an Active ListenerPart 5 of 1060910Knowing when not to ask questions while still being responsive is a nuance of customer servicePolicies and procedures helpWhen customers are angry or upset, simply listen and respond to what the customer is saying in the least intrusive way possible Face-to-face, maintain eye contact, nod your headOver the telephone, use acknowledging and encouraging phrasesUh-huh, I see, Go on, I understandCh. 2: Listening & Communication SkillsBeing an Active ListenerPart 6 of 10611011Verify understandingVerify that:You understand what the customer said The customer understands your replyLook and listen for signs of understandingAsk questions to determine the customers level of understanding:Would you like me to repeat that?Would you like to go through that again?How does that sound?Paraphrase - To restate the information given by the customer using slightly different words

Ch. 2: Listening & Communication SkillsBeing an Active ListenerPart 7 of 10601112Verifying understanding:Enables you to satisfy customers by meeting their needsPromotes a good working relationship with other service providersAsking questions is the only way to determine the actual source of the incidentChoose your questions carefully and actively listen to determine your customers needsCh. 2: Listening & Communication SkillsBeing an Active ListenerPart 8 of 10601213Pay attention to what is being said and how it is being said:The what component is the incident the customer is experiencing or the information or instructions that he or she needsThe how component is any emotion the customer is experiencing as a result of having an incident or not having what they needListening actively enables you to Hear both the incident and emotion Acknowledge bothCh. 2: Listening & Communication SkillsBeing an Active ListenerPart 9 of 10631314A basic human need is to be understoodAcknowledging customers emotions addresses that needWhen you dont acknowledge emotionsCustomers may become more upset or angryCustomers may be unable to actively participate in problem solvingBeing a good listener requires concentrationCommunicating that you are listening requires thought and caringTake responsibility and determine why if a customer does not perceive that you are listeningCh. 2: Listening & Communication SkillsBeing an Active ListenerPart 10 of 10631415Benefits of Active ListeningActive listening helps you:Establish rapport with a customerListen for and respectfully use their nameDetermine the customers emotional stateBuild trustKeep the conversation on trackDetermine situations that require management involvementShow customers that they are important and that you want to satisfy their needsCh. 2: Listening & Communication Skills651516Avoiding Distractions that Prevent Good ListeningFactors that influence the ability to be a good listenerDistractions and interruptions Third ear syndromeJumping ahead Listening is NOT waiting for your turn to talkEmotional filtersMental side tripsTalkingCh. 2: Listening & Communication Skills661617Knowing Whatto Listen ForPart 1 of 4

Take note of the key points the customer is makingWho is reporting an incident or service request?What product or service is involved?When is the incident occurring?Where is the incident occurring?How severe or widespread is the incident?How is the incident affecting the customer?Why is determined once a solution is identifiedCh. 2: Listening & Communication Skills691718Skillful listening enables you to:Detect any emotion the customer is experiencingObtain the details of the incident or service requestGraciously receive any complaintsDetect any misconceptionsLearn ways that products and services can be enhanced and improvedGain insight that can be used to improve the quality of servicesCh. 2: Listening & Communication SkillsKnowing Whatto Listen ForPart 2 of 4

701819Listening involves keeping your eyes open as well as your earsLook for nonverbal cuesOver the telephone, silence may mean the customer is confused or disagreesAvoid the temptation to view silence as acceptanceCh. 2: Listening & Communication SkillsKnowing Whatto Listen ForPart 3 of 4

701920Good listening:Requires discipline Begins with a willingness to fully comprehend and retain everything that customers are saying Does not begin and end with the conversations you have with customersListening is a skill that you can use and apply on a daily basis in all areas of your life! Ch. 2: Listening & Communication SkillsKnowing Whatto Listen ForPart 4 of 4

7020Topic 2:communicating with customers712122Communicating With CustomersCommunication - The exchange of thoughts, messages, and informationCommunication requires:Skills such as listening, speaking, and writing The desire to convey information in a meaningful and respectful wayKnowing what to say and how to say it takes practice and patienceCh. 2: Listening & Communication Skills712223Building Rapport and Trust with CustomersPart 1 of 8

What you say is a simple matter of knowing and selecting the right words to use for a given situationHow you say it requires an understanding of how people communicateCh. 2: Listening & Communication Skills712324

Ch. 2: Listening & Communication SkillsBuilding Rapport and Trust with CustomersPart 2 of 8

712425Its against our policyState your response as a positiveOur policy statesThats not my jobIt is your job to determine who can What I can do isThats not the way we do thingsOffer a positive option that addresses the customers needI need for you to fill out a form and then I canCh. 2: Listening & Communication SkillsBuilding Rapport and Trust with CustomersPart 3 of 8

722526There is nothing else I can do or I dont know what else I can tell youThere is always something you can doWhen in doubt, offer to let the customer speak with your managerYou need to look this up on our Web siteReplace You with Have you, Let me, or LetsLet me show you how to locate that information on our Web site.Ch. 2: Listening & Communication SkillsBuilding Rapport and Trust with CustomersPart 4 of 8

732627You set it up wrongReplace You with LetsLets look at the system parameters and make sure they are set up correctly.If the customer figures out that he made a mistake, offer empathyWe dont support that. You need to callUse a positively stated phraseWhat I can do is give you the telephone number of the group that supports this product.Ch. 2: Listening & Communication SkillsBuilding Rapport and Trust with CustomersPart 5 of 8

732728Were swamped. I cant get to that until later.Give an honest estimate or communicate the terms of any existing SLAPer our SLA with your department, this request will be completed within 48 hours.Whats your point?Ask the customer in a respectful way to clarify what he or she meansWould you explain that again? Im not sure I understand.Ch. 2: Listening & Communication SkillsBuilding Rapport and Trust with CustomersPart 6 of 8

742829Whoa! Slow down!Get the customers attention and respectfully ask him or her to slow downMr. Lee, could I ask you to slow down just a bit so that I can be sure I am getting all of your information correctly.Youve got to be kidding!Consider the customers request and positively and respectfully let the customer know what you can doWhat I can do is take control of your systemCh. 2: Listening & Communication SkillsBuilding Rapport and Trust with CustomersPart 7 of 8

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Ch. 2: Listening & Communication SkillsBuilding Rapport and Trust with CustomersPart 8 of 8

723031Nonverbal CommunicationPart 1 of 3

Nonverbal communication - The exchange of information in a form other than wordsFacial expressions, body language, clothingOver the telephone, nonverbal qualities have no impact whatsoeverFace-to-face, they make up over half of our conversationPeople read meaning into nonverbal cuesCh. 2: Listening & Communication Skills793132Ch. 2: Listening & Communication Skills

Nonverbal CommunicationPart 2 of 33233Learn to use your nonverbal vocabulary in the same positive way you use wordsBe respectful, be attentive, and listen to a speakers nonverbal cuesObserve and consider emulating the nonverbal techniques used by someone that you believe is an excellent communicatorBe aware of the culture at the company where you work or when traveling to another countryCh. 2: Listening & Communication SkillsNonverbal CommunicationPart 3 of 3

793334Factors that make up your tone of voice:Energy Rate of speechVolume and pitchCh. 2: Listening & Communication SkillsTone of voicePart 1 of 7

793435Energy:The energy in your voice reflects your personality and attitudeFacial expression mirrors mood and mood mirrors facial expressionApproach all interactions with customers as if they were standing in front of youPut a smile on your face, focus your attention on what the customer is saying, be as responsive as possible False enthusiasm can be just as offensive and distracting as no enthusiasmBe yourself!Ch. 2: Listening & Communication SkillsTone of voicePart 2 of 7

793536Place a mirror on your desk at eye level toMonitor your facial expressions Ensure you are sitting straight and practicing good posture Take a quick look in the mirror before you answer the telephone to ensure you have a relaxed and pleasant facial expressionCh. 2: Listening & Communication SkillsTone of voicePart 3 of 7

803637Rate of speech:A normal rate of speech is about 125 words per minuteSpeaking too quickly or too slowly can:Be distracting to customersAffect their ability to listenDetermine your normal rate of speech by recording yourselfStrive to adapt to the needs of your customersCh. 2: Listening & Communication SkillsTone of voicePart 4 of 7

813738Volume:Loud enough that the people involved in your conversation can hear youNot so loud that it disturbs the people around youService desks can be loudIf things get too loud, politely signal your coworkersGraciously accept and respond to any signals you receive Ch. 2: Listening & Communication SkillsTone of voicePart 5 of 7

813839Pitch:Refers to the highness or lowness of vocal toneGenerally speaking:High-pitched voices are viewed as weakLow-pitched voices are viewed as strongVoice pitch is influenced by:The way you hold your headThe way you breatheYour postureCh. 2: Listening & Communication SkillsTone of voicePart 6 of 7

813940Coupled with the right words, the tone of voice you use can dramatically change the message you communicate to a customerWhat do you expect me to do about it?How would you like to see this situation resolved?Customers recognize and respond to your words, whether they are spoken or communicated through nonverbal cues or your tone of voice Ch. 2: Listening & Communication SkillsTone of voicePart 7 of 7

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Identifying &Understanding Customer Communication StylesPart 1 of 9

Customers are people and people are differentThey have different PersonalitiesWays of handling change and stressCommunication styles Determine a customers communication style by listening to:The information they provideThe responses they give when you ask questions Ch. 2: Listening & Communication Skills824142Aggressive people:Aggressive people like to be in controlGive them time to tell their story and then jump into the conversation when they pause or ask you a question To get their attention, respectfully call out their name and then state specifically what you can do Always restate the information they give you and their opinions of the incident Ch. 2: Listening & Communication Skills


834243ChatterersChatterers can be fun, but they can also be a challenge when things are busyAvoid encouraging themTake control of the conversation by asking closed-ended questionsCh. 2: Listening & Communication Skills


834344Chatterers:Closed-ended questions prompt short answers such as yes or noHave you ever been able to access this system?Open-ended questions cannot be answered with a yes or no responseWhat other applications did you have open when this incident occurred? Ch. 2: Listening & Communication Skills


844445Complainers:Complainer behavior:Whine and object but cannot always identify reasons why a solution will not workCannot or will not take responsibility for problem solvingEmpathize but do not necessarily sympathize with their complaint Paraphrase their main points Make sure you understand the specific nature of their complaint Ask them how they would like things to turn out Ch. 2: Listening & Communication Skills


844546Know-it-alls:Know-it-alls believe they know everything and tend to resist advice or informationSuggest alternatives without attacking their opinions In my experience, this will work. Be respectful when asking questions and acknowledge their knowledgeUse phrases that engage them in the problem-solving process without rejecting their perspective What if . . . Lets try thisCh. 2: Listening & Communication Skills


844647Passive peoplePassive people avoid controversy at all costs and often cannot or will not talk if information is neededAsk open-ended questions to encourage a prolonged response Do not feel you have to fill the silence when waiting for them to respondWait for them to answerResist the temptation to jump in and put words in their mouthListen responsively when they are talkingIf they perceive you are not listening, they may resume their silence

Ch. 2: Listening & Communication Skills


844748Speaking the Customers LanguageCustomers tend to speak businessAnalysts tend to speak technologyTo keep communications on track and to avoid alienating customers: Avoid jargon and acronymsAsk clarifying questions to avoid invalid assumptions The best way to serve your customer is to Understand their businessLearn to speak its language

Ch. 2: Listening & Communication Skills48Topic 3:Chapter Summary864950Chapter SummaryPart 1 of 3Listening is the most important skill for a support personActive listening involves:Participating in a conversation by asking questionsResponding to the speakerVerifying understanding Good listening requires discipline and a willingness to fully comprehend:What customers are sayingHow they are saying itListening is a skill you can use and apply daily in all areas of your lifeCh. 2: Listening & Communication Skills865051Communication is the exchange of informationIt requires:Skills such as listening, speaking, and writingThe desire to convey information in a meaningful and respectful wayWhat you saythe words you choose to usegreatly influences the response you receive from customersHow you say itthe nonverbal ways you communicate and your tone of voicecan say as much as your wordsPeople read meaning into your nonverbal cuesCh. 2: Listening & Communication SkillsChapter SummaryPart 2 of 3865152Customers have different communication stylesDetermine your customers communication style by listeningDetermine your customers response by learning to speak their languageMost people consider technology a toolThe best way to serve customers is to understand their business and learn to speak its languageYou can then translate that language into your language, the language of technology Ch. 2: Listening & Communication SkillsChapter SummaryPart 3 of 38752Always remember, people do not care how much you know until they know how much you care.John MaxwellCh. 2: Listening & Communication Skills5353Chapter 2 Questions54

chapter 2: developing strong listening and communication skills

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