Managing customer Managing customer communications.communications.

Sam prakashSam prakash

Excellent verbal communication skills

Excellent listening skills

Excellent non-verbal communication skills

Prodductive relationship with customer

Excellent verbal communication skills communicating positively.

Plan your message.Plan your message. Greet customer Greet customer

warmely & sincerely.warmely & sincerely. Be specific.Be specific. Use “small talk”.Use “small talk”. Use simple languageUse simple language Paraphrase.Paraphrase. Agree with customer.Agree with customer.

Ask +ve ly phrased Ask +ve ly phrased question (instead, question (instead, ‘why do u feel that ‘why do u feel that way’, use : what way’, use : what makes u feel that makes u feel that way?. instead, ’why way?. instead, ’why do u want that color’. do u want that color’. What other color What other color have u considered?.have u considered?.

Focus on your customer

Excellent verbal communication skills words & phrases that build relationship

PleasePlease Thank youThank you I can or willI can or will How may I help?How may I help? I understand how I understand how

you feelyou feel You’re rightYou’re right May IMay I I apologize for…….I apologize for…….

communicating positively……

and call them back

Excellent verbal communication skills words & phrases that damage relationship

You don’t understandYou don’t understand You don’s see my pointYou don’s see my point Hold on a secondHold on a second That’s not my That’s not my

responsibilityresponsibility What u need to do isWhat u need to do is Why don’t uWhy don’t u The word “problem, but, The word “problem, but,

nono

Avoiding negative Communication

Don’t leave them on HOLD Ask permission & keep an eye on the clock. Don’t leave them waiting!

But… NEVER, EVER say that you…

It’s our responsibility to get the answersthey need.

When we say we donot know the answer it is a dead end to the user.

That’s frustrating!

clear

complete

courteous

concrete

correct

concise

Six C of giving good inf: to customer

Excellent Non verbal communication with customer

1.1. Body languageBody language

2.2. Volume cuesVolume cues

3.3. Appearance Appearance and Groomingand Grooming

4.4. Miscellaneous Miscellaneous cuescues

1.1. Body languageBody language

Eye contactEye contact PosturePosture Facial expressionFacial expression GesturesGestures

Excellent Non verbal communication with customer

2.2. Volume cuesVolume cues

PitchPitch

Volume Volume

Rate of speechRate of speech

Voice qualityVoice quality

ArticulationArticulation

PausesPauses

silencesilence

3.3. Appearance and Appearance and GroomingGrooming

Hygiene (regular Hygiene (regular washing and washing and combing of hair, use combing of hair, use of mouthwash and of mouthwash and deodorant)deodorant)

Clothing and Clothing and accessoriesaccessories

Make a good

First Impression

Be everything you would expect and want to your customer as you would for yourself

Excellent Non verbal communication with customer

4.4. Miscellaneous cuesMiscellaneous cues

Personal habitsPersonal habits

Proper etiquette and mannerProper etiquette and manner

Positive and negative Positive and negative communication behaviorcommunication behavior

Brief eye contactBrief eye contact Eyes wide openEyes wide open SmilingSmiling Nodding affirmativelyNodding affirmatively Expressive body gesturesExpressive body gestures Open body stanceOpen body stance Remaining silent as Remaining silent as

customer speakscustomer speaks Gesturing with open handGesturing with open hand Clean, organize work areaClean, organize work area

YawningYawning Frowning or sneeringFrowning or sneering Attending the matters other Attending the matters other

than the customerthan the customer Leaning away from Leaning away from

customers as he/she speakcustomers as he/she speak Staring blankly or coolly at Staring blankly or coolly at

customercustomer InterruptingInterrupting Pointing finger or object at Pointing finger or object at

customercustomer Disorganized, cluttered work Disorganized, cluttered work

spacespace

Keep Smiling

Build a good customer relationship. Create a devoted customer.

CHARACTERISTES OF CHARACTERISTES OF GOOD LISTENER GOOD LISTENER

EmpathyEmpathy UnderstandingUnderstanding PatiencePatience AttentivenessAttentiveness ObjectivityObjectivity

Good Listener

Good Listener

Strategies for improved Strategies for improved listeninglistening

Stop talking !Stop talking ! Prepare yourselfPrepare yourself Listen activelyListen actively Show willingness Show willingness

to listeningto listening

Show empathyShow empathy Send non verbal Send non verbal

cuescues Don’t argueDon’t argue Ask questionsAsk questions

Listen activelyuse acceptance responses so they know you are listeningrepeat all critical elements so they know you understandparaphrase to confirm understandingask clarifying questions when necessary

Because everyone likes to be thanked.

and