1

Serve with a Smile

Agenda

2

The principal organs of articulation

Able to understand the usage of appropriate communication to

enhance customer serviceTo Understand the importance of Speech Sounds and implementing it

to improve PronunciationAble to articulate clearly and enunciate each sound Build confidence during customer interactionsAble to comprehend “What customer meant and what they want“Taking ownership How and why to show Empathy, and the Willingness to assistHow to handle different kinds of customers

By the end of this module we will be:

What Do We Mean by Communication?

Communication has been derived from the Latin word “Communis” which means to Share

Communication is an exchange of thoughts, ideas or information between two or more people.

Communication is effective if the message that is intended is delivered with shared understanding among all parties.

Communication is a two way process. One person cannot do all the talking while the other person does all the

listening. In order to be an effective communicator you need to learn to do both

3

The Communication Process

4

Sender

Channel/Medium

Receiver

Types of CommunicationTypes of Communication

5

Verbal NonNon- - VerbalVerbal

Actual Words

Dialogue

Tone

Pitch

Volume

Body Language

Expressions

Gestures

Posture

OthersOthers

Emails

Fax

Barriers Of Communication

6

PerceptionPerception

Communication channelCommunication channel

EnvironmentEnvironment

Language /SemanticsLanguage /Semantics

Valuestream 7

LET’s TRY THIS AGAIN!!!!LET’s TRY THIS AGAIN!!!!

Barriers To Communication

8

Perception: Perception: Our perceptions make us see, hear and communicate what we want to or what we believe in

…….and this may be quiet different from what the original message or idea is.

Valuestream 9

Barriers to Communication

Communication channels (e.g. telephone, email etc.) may pose technical problems to adversely affect the process.

Environmental factors, such as background noise cause distractions which can negatively impact communication

Foul, condescending language or slang can hinder communication from being effective.

The use of slang may prevent communication from being well received. Heavy accents may also impede communication.

10

11

The principal organs of articulation

Clarity and comprehension of a language depend on how its sounds are articulated..which in turn would build a bridge to interlink the world

Darian Johnson

Overview on the English language

12

The principal organs of articulation

English is without a doubt the actual universal language.

English can be at least understood almost everywhere among scholars and educated people, as it is the world media language

English, the Universal language, is one of the simplest and easiest natural languages in the world.

English Language uses Latin alphabet

The Latin Alphabet presents its most "clean" form as a true alphabet with only 26 basic letters and no diacritics; English is one of the most analytical languages, with no significant synthetic, fusional or agglutinative characteristics.

That’s why English is known as a Non –Phonetic Language

ARTICULATION

13

The principal organs of articulation

In linguistics, manner of articulation describes how the Tongue, lips and other speech organs involved in producing sound contact

It also indicates where an obstruction occurs in a vocal tract between an active(moving) and a passive( stationary)articulator

It is often used for the production of Consonants

Place Of Articulation

14

Articulators

15

Active Articulators: Articulators that move in different directions to produce sounds

Passive Articulators : Articulators that remain stationary and cannot move.

IMP*: To produce most speech sounds the active articulator moves in thedirection of the passive articulator,

Activity

16

IDENTIFY THE ARTICULATOR:

PAT BATHUT CUTCAUGHT TAUGHTYELLOW HELLOOVEN OWENSTOOL COOLBLAZE DAZE

17

As you work with a customer, communication happens simultaneously on two levels: the Human Level and the Business Level.

Name Some Human Needs Name Some Business Needs

Human Level(to fulfil current human needs)

Business Level(to accomplish external purposes and objectives)

Communication and Customer Care

18

Make a Human Connection

19

CongratulationsThat’s great!Terrific!Well done!Oh good!That’s brilliantThat’s fantastic!

Positive News Complaint or Concern

I’m sorry to hear that we were closed when you called.I apologise for sending you the wrong information.I apologise for all the inconvenience this delay has caused.

At first glance these examples may sound fake or saccharine sweet, in some cases they’ve been embellished to make sense out of context, but try to imagine them as

part of a greater conversation.

‘I’m going on holiday on Friday’ ‘How exciting! Where are going?’

Appropriate Communication

20

Human Level

Going to Spain is a great choice for your holiday, I think it’s a fantastic place.

Bournemouth is a lovely place to live, I really like the south coast.

Business Level

I think you’re absolutely right to raise the issue of service cover at this stage.

I think moving to a different package is a wise decision on you part.

When you start the sentence with “I think” or “I like” you avoid sounding as though you making a judgement (‘You are…’)

Affirm

21

I will do that for you personally

I have escalated that for you and will update you at two o’clock this afternoon.

My name is *****, I’ll call you again on Thursday morning but if you need anything in the meantime please get back to me at any time. My number is….

When you don’t include the Caring Responses in your interactions with customers, they will perceive you as unfriendly and uncaring. They will feel as if they’re not important.

Assure

22

Customer: I phoned and I left a message. Then I rang again but I still don’t know what’s going on! You: So you’ve called twice and left message but no one has returned your call?

You can begin with :‘Let me see if I understand,…’‘Is this correct?…’‘So essentially…’

Paraphrasing should not be used more than twice; otherwise it sounds stilted and it may appear that you’re not paying attention.

Paraphrase

23

Right - I see - Uh-huh - Ok

It is useful when you are being given information and you wish to show that you are paying attention. Verbal nods are given to the customer just to let the customer know that you are still there.

Make sure your rotate your verbal nods, do not repeat the same one over and over.

Verbal Nods

Customer Care

24

Take Ownership

25

Empathy is saying Sorry.FALSE!

Empathy is different from Sympathy because it is an understanding for the customer’s feelings, whereas sympathy is to share in the customer’s emotion.TRUE!

Empathy is where you show understanding for an upset or angry customer.FALSE!

True or False

26

Empathy should be used to communicate acceptance of the customer’s feelings and point of view.

I understand why you… feel that wayare pleasedare concernedare upset / angry / frustrated

I don’t blame you, I would feel/do the same in your positionI appreciate how frustrating/exciting this must be for you

Notice your responses are not agreement, only acceptance. You are making observations and building rapport by showing your understanding of their situation on a Human Level.

Empathy

27

What is Rapport?

How do you build Rapport?Initiate the customer in conversation;How’s your day going?Where are you based?

Emphasise similarities between you both, rather thandifferences

React (in a human way) to information given by the customer

Rapport

28

Do you have a ‘telephone voice’?

Show it to me!

When dealing with customers you should be upbeat, friendly, polite and enthusiastic at all times.

Those who excel in building exceptional customer relations are those who are able to ‘turn it on’ the second they come into contact with a customer or client.

Being naturally quiet or lacklustre in disposition is not an excuse, excellent vocal/verbal skills are absolutely fundamental to every interaction.

Mannerism and Method

29

Make sure you use ‘Please’ when requesting anything from the customer and ‘Thank You’ every time they provide you with anything.

Sounding polite is not enough!

May I take your name?

Do you have your reference number handy?

45…34…56…Great!

email@address.com? Right, OK.Saying ‘please’ and ‘thank you’ to the customer makes them feel appreciated, it shows you value their contribution and are enthusiastic about helping them.

Ps & Qs

30

Why is it important to use the customer’s name regularly during an interaction?

People appreciate it when others take the time to remember a detail as personal as their name:"It is very charming, and clearly quite memorable"

Charming Your Way To the Top, Michael Levine, Premier P.R. Executive

As soon as you hear/ask for the name write it down and refer back to it throughout the call and again during the close.

The Name Game!

31

When you apologise be sure you include a reason. Repeating the words without placing them in context is meaningless to the customer.

Don’t be afraid to say sorry when used as part of a full sentence but always aim to apologise on a Human Level.

I’m so sorry that you’re disappointed with…I apologise for the inconvenience caused by…I’m sorry you’re unhappy with...

Saying Sorry

32

Be careful not to defame the company when apologising to the customer, especially when you don’t know what’s causing the problem.

“I’m sorry the service is so unreliable”

What’s wrong with this???How should you say it?

“I’m sorry for the difficulties you’ve been having with the service lately”

If, however, there is a known problem or you are sure a mistake has been made by the company you should apologise and be specific.

Choose Your Word

Know your Customers

33

Not all customers are alike You would need to Identify the different types of customers and how to handle them with the right words

Different Types of Customers

There are different types of customers :

• NEUTRAL CUSTOMERS

• APPREHENSIVE CUSTOMERS

• DEMANDING CUSTOMERS

• IRATE CUSTOMERS

• TALKATIVE CUSTOMERS

34

The Traits of a Neutral Customer Are…

• Has a Relaxed and Calm tone of voice

• Will laugh appropriately

• Speaks easily and freely

• Responds to the agents questions readily

• Offers Information independently

35

How to Handle a Neutral Customer…

• Show a lot of appreciation- (we value them as customers)

• Offer appropriate empathy• Handle the inquiry/problem as fast and

efficiently as possible• Thank the customer for his/her business

36

An Apprehensive Customer …

• Is unsure of what he/she wants• Mumbles when he/she talks• Speaks Slowly and Sounds Nervous• Has a Fearful tone of voice• Needs constant reassurance• Gives confusing explanations• Uses, “Ahs” and, “Uhms” frequently

37

How to Handle an Apprehensive Customer…

• Be very patient• Offer ongoing reassurance• Empathize appropriately• Needs some degree of hand holding• Thank the customer for his/her business

38

The Traits of a Demanding Customer Are…

• He/She threatens the agent• Self-assured• Speaks rapidly and is condescending• Interrupts the agent frequently• Tells the agent he or she is right• Tells the agent what to do• Tries to argue or debate and rationalize a

different outcome.• Concerned about the additional time, money, or

inconvenience resulting from your actions

39

How to Handle a Demanding Customer…

• Always maintain your cool• Stick to your “call boundaries” no matter what

the caller says• Empathize a lot• Show lots of appreciation -(we value them as

customers) • Exercise your full assertiveness skills to

maintain control over this call

40

The Traits of an Irate Customer Are…

• Insults and interrupts the agent• Confronts and threatens the agent• Has a loud voice with a fast paced speech• Makes accusations against the agent or the

company• Uses short, clipped statements

41

How to Handle Irate Customers…

• Let the customer vent (Do not interrupt)• Exercise your active listening skills while

he/she is venting• Provide ongoing empathy• Give reassurance that the issue is being taken

care of• Stick to your “call boundaries”• Never take anything the caller says personally

42

The Traits of a Talkative Customer Are…

43

• Usually interesting and friendly

• Switch from one topic to another

• Talk about non-business topics

• Can get offended if interrupted

How to Handle a Talkative Customer…

44

• Allow minimum space between statements giving them little time to digress

• Asking closed ended questions provides little scope for them to talk.

• Don’t encourage non-business topics, bring the conversation back on track

Tips to handle different customers

45

Hear them out Talk

Empathize After

Apologize Carefully

Take ownership Thinking

Tips to handle different customers

• Focus on the customer’s issues. • Take responsibility for your actions. • Use reflective statements to show empathy

and true concern.• Do not be argumentative.• Recognize and meet the customer’s needs• Listen, reflect, and ask open-ended questions

to identify the problem.

46

Tips to handle different customers

• Use paraphrasing and closed-ended questions to clarify the problem.

• Ensure you understand the issue from the CUSTOMER’S point of view.

• Listen to the tone of the message as well as the words being said.

• Work together to mutually agree upon a solution.

47

48

Use appropriate Communication with Customer service and

Serve with a Smile

49

Any questions???