Ch 6 Communications In Customer Service

Communication

________: the process in which information, ideas, and understanding are shared between two (or more) people…

Customer intelligence

__________: the process of gathering information; building an historical database; developing an understanding of current, potential, and lapsed customers…

Relationship marketing

__________: cultivating a lasting and mutually beneficial connection with customers…

Customer intelligence

Method by which customers choose to conduct business is a source of _________…

Customer intelligence

Time of day that customers have questions is a source of ________…

Customer intelligence

Depth of their expected interactions is a source of __________…

Customer intelligence

Purchasing patterns is a source of ___________…

Customer intelligence

Expectations is a source of __________…

Customer intelligence

Targeted reward programs is a source of __________…

Methods of communication

Listening, writing, talking, reading, and nonverbal communication are all ____________…

Listening

_________: the ability to hear and understand what the speaker is saying, this is a method of communication…

Writing

_________: communicating by using the written word so that others can understand the intended message, this is a method of communication…

Talking

_________: speaking using words and terminology that others can comprehend, this is a method of communication…

Reading

_________: the ability to look at and comprehend the written word, this is a method of communication…

Nonverbal communication

_________: tone and inflection of voice, facial expressions, posture, and eye contact. _______ can contradict the message conveyed thru another method of communication, this is a method of communication…

Barrier to listening

Distraction by internal or external noise is a __________…

Barrier to listening

Close-minded thinking… must open our minds to hear what others are saying is a __________…

Barrier to listening

Short attention spans, consciously focus on speaker is a _________…

Barrier to listening

Vosual distractions is a __________…

Barrier to listening

Desire to speak is stronger than desire to listen is a __________…

Barrier to listening

Physical communication problems, language, hearing impairment is a __________…

Good listener

Converting sincerity is a _______…

Good listener

Not interjecting his or her own thoughts is a _______…

Good listener

Nodding head is a _______…

Good listener

Nit finishing the sentence for the speaker is a _______…

Good listener

Paraphrasing what was said is a _______…

Good listener

Leaning towards the speaker is a _______…

Good listener

Sharing positive comments is a _______…

Good listener

Maintaining good eye contact is a _______…

Listening skills

Focus on the speaker and what he or she is saying is a way to improve _______…

Listening skills

Look at the speaker and make eye contact when possible, if u r listening on the telephone, make notes as you listen, is a way to improve _______…

Listening skills

Listening with an open mind, is a way to improve _______…

Listening skills

Rephrasing what was said to clarify that u understand the intended message, is a way to improve _______…

Listening skills

Control ur body language, don’t show impatience or disapproval,is a way to improve _______…

Voice inflection

__________: A variation in the pitch, timing, or loudness of the voice…

Pitch

_______: the highs and lows of the voice..

Unpleasant voice characteristics

Winning, complaining, nagging tone, high-pitched, squeaky voice, a loud grating voice, mumbling or talking to fast are all __________…

Characteristics revealed by ur voice

Level of job satisfaction, attitude, gender, education, knowledge level, speed at which u work and react, confidence, region (or countey) of origin, status, energy level and mood are all ____________…

Answering a call successfully

1) smile, 2) Answer w/ enthusiasm and a professional greeting, 3) ask questions, 4) give answers and assistance asap, 5) thank the caller, 6) conclude call in a positive manner, 7) follow up on the call: are the 7 steps to __________…

Words to use

Please, You, Yes, Us, May I, Appreciate, Consider this, Can, Do, The customer’s name, Let’s negotiate, Would u like, Will, Opportunity, Thank you, Challenge and Regret: are all ________…

Words to avoid

Can't, Profanity, Never, Vulgarity, Don’t, Love slang (honey, etc), You have to, We’ll try, Don’t tell me no, Haven’t had time, Won’t, I do, Not our policy, not my job, hang on for a second: are all _________…

Power phrase

“Due to ur specialized knowledge” is a _________…

Power phrase

“What a unique suggestion!“ is a ___________…

Power phrase

“i’d like ur considered opinion“ is a _______…

Power phrase

“Please“ is a __________…

Power phrase

“You r absolutely right“ is a __________…

Power phrase

“If i could borrow just a moment of ur time“ is a __________…

Power phrase

“May I?“ is a __________…

Power phrase

“As u, of course, know“ is a __________…

Power phrase

“I’d like ur advice“ is a __________…

Power phrase

“I would appreciate it if“ is a __________…

Eye contact

________: allowing our eyes to make visual contact with someone else's eyes…

Internet, E-mail, automated phone systems, voice mail, fax machines and texting

What are the 6 main areas of technology in communications: ______, _______, _______, _______, ______, and _______…

When leaving a message on voice mail

Speaking clearly and slowly, identify

yourself, your company, the day and date, and the time: ___________…

When leaving a message on voice mail

State the reason for your call: _________….

When leaving a message on voice mail

Suggest to the customer what the next step should be. |s he or she to call you back or wait for more information: _________…

When leaving a message on voice mail

Leave your name and the phone number where you can be reached: ___________…

When leaving a message on voice mail…

Close with a positive farewell: _________…