Chapter 8 Communication Essentials

1. Chapter 8Communication Essentials Objectives • Explain each of the elements in the communication process • Identify the behaviors of people who communicate using different communication styles • Compose examples of open, probing, closed, alternative choice, leading, and direct questions • Understand the fundamentals of business writing The World of Customer Service, 2e Odgers

2. Communication has been successful if there is shared understanding between two or more persons. Seven elements in the communication model The sender The receiver A message Signals The brain Shared understanding Feedback The Basics of Communication The World of Customer Service, 2e Odgers

3. Listening skills that make the other person feel heard Questions framed in a respectful manner A willingness to perform the work needed to reach a desired goal An ability to remain calm and centered, despite chaos or challenge Flawless follow up A demonstrated understanding of the other person’s perspective An ability to anticipate the client’s needs A calm and pleasant tone of voice Honest communication Ease with admitting fault Service-Oriented Communication The World of Customer Service, 2e Odgers

4. Communication Styles • Aggressive–closed-minded, listens poorly • Fosters resistance, defiance and retaliation • Passive–indirect and hesitant to say what is on the person’s mind • Tends to agree externally, while disagreeing internally • Assertive–an effective active listener • Is open to negotiating, bargaining, and compromising in ways that everyone wins The World of Customer Service, 2e Odgers

5. Communicating with Customers in Person • When asking questions, use an assortment of • Open questions • Probing questions • Closed questions • Alternative choice questions • Leading questions • Direct questions The World of Customer Service, 2e Odgers

6. Communicating with Customers in Person • When answering questions, first • Understand the question • Decide whether you know the answer • Remember, you are the expert • Take enough time • Smile • Never answer a question with a question • Be careful with your power • When you don’t know, admit it The World of Customer Service, 2e Odgers

7. Positive Language Projects a helpful, encouraging feeling rather than a destructive, negative one When used, it softens the impact of unpleasant news Negative Language Conveys a poor image to customers and may cause conflict and confrontation where not necessary or desired Examples of negative words: cannot, won’t, will not Positive Language versus Negative Language The World of Customer Service, 2e Odgers

8. Fundamentals of Business Writing • CSRs need to compose documents (emails to formal letters) that educate, persuade, inform, or enlighten the customer. • Most important strategy when writing is to be clear. • The costs of sloppy and poorly written documents with spelling and grammatical errors can be staggering to organizations. The World of Customer Service, 2e Odgers

9. Steps to Use when Writing Business Documents • Identify the audience, then put yourself in your audience’s shoes as you write for understanding. • Write clearly with a purpose in mind. • Present your message in concise, easy-to-understand, and grammatically correct language. • Get to the point by presenting your primary message or call to action as quickly as possible. The World of Customer Service, 2e Odgers

10. Use the Proper Tone • Tone refers to the writer’s attitude toward the reader and the subject of the message. • Be confident • Be courteous and sincere • Use nondiscriminatory language • Stress the benefits for the reader The World of Customer Service, 2e Odgers