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Customer Service Training

Business Communication
by

Ewa Basinska

on 20 November 2013

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Transcript of Customer Service Training

Brainstorm
Results
E-mail format
Communication and customer service training
Notes
Important
Details
(cc) photo by Metro Centric on Flickr
(cc) photo by Franco Folini on Flickr
(cc) photo by jimmyharris on Flickr
(cc) photo by Metro Centric on Flickr
Be audience focused
Have a clear purpose
State your key message clearly
Stay on topic
Observe economy of words
Use simple sentences
Consider your delivery strategy
authorship
timing
format
E-mail
golden
rules
Recipient -
to be put as last!
Distribution list
cc/bcc
Subject line
Greeting & signature
Body of message
editing for
content & style
Communication in effective expression
should be:
Direct
Immediate
Clear
Honest
Supportive
4 aspects which create complete communication
Golden Rules for Customer Service
4 Basic human needs:
Need for contact
Need for comfort
Need for security
Need for respect
If these are fulfilled customer feels satisfied and he will come back
USA:
One displeased client relays the negative info to 11 other persons and these to 5 other.
Satisfied client relays positive info to 2 persons and
these relay to one more.
Paraphrase
Paraphrasing is restating what the other person is saying, but using different words.
Eg.
“I’m so happy with my supervisor. He gives me credit for many things”

Paraphrase:
“You’re happy with your boss because you think he appreciates all the work you do”

Clarification
Clarification is making certain what another person says. It is used when there is a question
about other person’s intentions.

Eg.
“I think your agency should increase the quality”

Clarification:
“You mean that I should send my employees to extra training?”

Western culture
positive, informal signal, generally indicating a job well done

Latin America, West Africa, Greece, Russia, Sardinia, south Italy
means the same as the middle finger

Asian countries
rude

Middle East
the biggest insult

USA
common „come here” gesture
Philippines
method of communication
considered worthy only to use
on dogs, is punishable by
Arrest
Asian countries
rude
Singapore
means death

America and UK
meaning comes out as
“great”, or “absolutely fine”

France
telling people that you think they’re a ‘zero’.

Brazil, Germany and a few Mediterranean countries
used to call somebody an “asshole” or a homosexual.

How to start and end e-mails?
Start with:
Dear Sir / Madam
Dear Sirs
Dr Mr/Mrs/Miss/Ms Brown
End with:
Yours faithfully
Yours sincerely
Best regards
With kind regards
NEVER!!!
use the beginning automatically generated by OTRS
use translators for composing your e-mails
use capital letter at the beginning of the word YOU if it appears in the middle of the sentence
Dear Kowalska-Iksinska Maria
Dear Mrs. Kowalska, / Dear Maria,
Dear Mr Brown,
We received your invoice No. 123 dated 15 January 2011 at EUR 500. Unfortunately we can not accept her because of the inaccuracy of our fiscal data. Missing our VAT number and fiscal address is incorrect. Please send a revised invoice by mail.
NEVER!!!
NEVER!!!
I will call You tomorrow.
Main parts of the e-mail
Opening Paragraph
The main Body of the E-mail
Who?
What?
Where?
When?
How?
Why?
How many/much?
The call should take as long as necessary, but be as short as possible :)
The rules of engagement
create a good impression
turn off distractions
don't leave them hanging
leave clear messages
put down the receiver as the last one
Telephone
Communication via phone
Speak clearly and slowly. There is no body language to support what you are saying.
Avoid complex language.
Imagine the other person is sitting next to you.
Use the same body language as you would if you were face to face.
Do not repeat yourself.
Ask questions when you want to clarify a point or issue.
Do not interrupt when the other person is speaking.
Listen to the speaker's tone and voice which provide important clues to hidden meanings.
If you cannot hear or do not understand react immediately.
Restate in your own words what the other person has said to clarify the issue in your own mind and get confirmation from the other person.
QUESTIONS
Closed
Open
Probing
Lead the conversation,
Prevent idle talk,
Obtain a precise response,
Obtain professional answer,
Involve somebody in a
conversation,
“Escape shallow waters”.
Prevent a YES or NO answer,
To begin or to develop a conversation,
Invitation to express thoughts,
Obtain information without suggestion,
Get to know thoughts and facts,
Begins with: what, who, where, how,
when, how much.
Clarifying
• Limit the answer - obtain a YES or NO answer,
•Establish facts,
•Change subjects,
•Cut short idle talk,
•Check understanding,
•Suggestive, no chance to free expression.
Will you complete the report till tomorrow?
Will you stay extra hours or finish it at home?
Isn’t the productivity the most important?
What corrections are required?
How can I help you?
Who did you ask for approval?
Could you please explain more?
Explain the reason behind
the question,
Appease a communicator,
Disperse misunderstandings,
Obtain sincere answers.
I am not sure if my way of thinking is correct,
could you please check my calculation?
We use verbal communication techniques to:
• organise sender’s message,
• ensure that message is understood,
• check content of the message,
• avoid misunderstanding,
• stimulate sender to give more information,
• give time to reflect on what other person has just said

Active listening
Communication technique that requires the listener to understand, interpret, and evaluate what is heard.
America and UK
meaning comes out as
“great”, or “absolutely fine”

France
telling people that you think they’re a ‘zero’.

Brazil, Germany and a few Mediterranean countries
used to call somebody an “asshole” or a homosexual.

Closing
Paragraph
Full transcript