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CHP3 PDF
CHP3 PDF
Verbal Communication
Skills
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Learning Outcomes
3-1 Explain the importance of effective communication in
customer service.
3-2 Recognize the elements of effective two-way interpersonal
communication.
3-3 Project a professional customer service image through
positive communication.
3-4 Provide feedback effectively.
3-5 Avoid language that could send a negative message and
harm the customer relationship.
3-6 Use assertive communication techniques to enhance
service.
3-7 Identify key differences between assertive and aggressive
behavior.
©McGraw-Hill Education.
LO 3-1 The Importance of Effective
Communication
Effective communication is crucial in the exchange
of information.
• Customer satisfaction
• Successful product and service fulfilment
• Little control over emotional state of customers
Be aware of how you communicate and how the
communication process works.
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LO 3-2 Ensuring Two-Way Communication 1
Interpersonal Communication Model
• Environment - office, call center, store, and group or
individual setting
• Sender – initiates the message
• Receiver – paraphrase to clarify
• Message – idea or concept you wish to convey
• Channel – the method you use to transmit your
message
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LO 3-2 Ensuring Two-Way Communication 2
Interpersonal Communication Model continued
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Figure 3.1 Interpersonal Communication Model
Two-way
communication is
the foundation of
effective customer
service.
How can you be sure
that you are listening to
the customer?
©McGraw-Hill Education.
Pay Attention
Employees should
pay close attention to
what the customer is
saying so that they
can anticipate
problems.
Is this employee
paying attention to
what she is hearing?
©McGraw-Hill Education.
Be Welcoming
Extend a
welcoming smile
and posture
whenever
interacting with
customers.
What are some
ways that you can
demonstrate that
customers are
welcome?
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Positive Message Exchange
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LO 3-4 Providing Feedback Effectively 1
Verbal Feedback
• Take into consideration the knowledge and skill
level of your customer
• Be conscious of how your customer is receiving
your information
• Use acronyms carefully
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LO 3-4 Providing Feedback Effectively 2
Nonverbal Feedback
• Manage body language
• Use eye contact effectively
• Use positive facial expressions
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Figure 3.6 Guidelines for Providing Positive Feedback
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LO 3-5 Avoiding Negative Communication
Focus your message on how you can work with
the customer to accomplish needs satisfaction
• Don’t use vague or weak terminology
• Don’t use global terms
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Avoid Negative Communication
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Figure 3.5 Nonassertive and Assertive Behaviors
Nonassertive Assertive
• Poor eye contact while speaking • Proper eye contact
• Weak handshake • Firm handshake
• Use of verbal paralanguage • Gather thoughts and speak
• Apologetic in words and tone • Apologize for the mistake, then
take control and move on
• Soft, subdued tone
• Increased volume, sounding firm
• Finger-pointing and blaming others
and convincing
• Nervous gestures
• Take responsibility and resolve
• Indecisiveness the problem
• Rambling speech • Self-assured gestures
• Thorough knowledge about the
products and services
• Think, plan, and then speak
©McGraw-Hill Education.
LO 3-7 Assertive versus Aggressive Service
Assertive behavior sustains customer relationships
while aggressive behavior can destroy them.
• You win and I win
• Project an image of confidence, be self-assured,
and state what you believe to be true in a self-
confident manner
Aggression involves hostile or offensive behavior
Aggressive behavior can lead to relationship
failure
©McGraw-Hill Education.
Aggressive Behavior
Aggressive behavior
with customers will
almost always end
up with negative
results.
What can you do as a
service provider to
ensure that interactions
with others do not
escalate into
confrontational
situations?
©McGraw-Hill Education.
Appendix 1 Figure 3.1 - Interpersonal
Communication Model