Standard 4.1

Aptitudes in Customer Service

Aptitudes

Passive Listening

• Passive Listening is listening without reacting:– Allowing someone to speak, without

interrupting– Not doing anything else at the same time

Active Listening

• Is reacting or doing something that demonstrates you are listening and have understood.

Active Listening Cont.

– Giving non-verbal cues to demonstrate you are paying attention (nodding, making eye contact, making facial expressions appropriate to what is being said)

– Reflecting back the main points and summarizing what has been said

Verbal vs. Non verbal

• Verbal communications– is simply the communication that is

expressed through words. What you say is verbal communication.

Verbal vs. Non verbal cont.

• Non-Verbal communications– Behavior and elements of speech aside

from the words themselves that transmit meaning. Non-verbal communication includes pitch, speed, tone and volume of voice, gestures and facial expressions, body posture, stance, and proximity to the listener, eye movements and contact, and dress and appearance.

Eye Contact

• Is important to use when communicating with customers

• Helps customer to know that you care• Helps you keep the customers interest as top

priority• Helps customer know that you know they are

present.

Body Language

• Body Language Communication - 9 Things You Must Absolutely Avoid When Dealing With an Angry Customer • By Brandon Lindall

1. Wrong Facial Expression2. Annoying Voice Tone3. Closed Defensive Crossed-Arm Gesture4. Negative Body Posture

Body Language Cont.

5. Touching and Physical Contact

6. Cursing and Swearing

7. Eating, Chewing and Nibbling

8. Sighing, Sighing, Sighing

9. Slow Dilly-Dally Movement

Voice Inflection

• Can be improved upon by:• Singing in the shower• Reading out loud to

others• Listening to news casters• You can emphasize the

important words

Soft skills

• Build Rapport• Communicate

Confidently• Demonstrate

Command of Products• Control the Interaction• Mirror Customer

Customer Service Process

1. Opening

2. Discovery

3. Resolution

4. Ownership

5. Always

Customer Service Process(Opening)

• Greet Customer (Smile)• Smile in person or on the phone.

Customer Service Process(Discovery)

• Hearing and Listening (Really Listen)

Customer Service Process(Resolution)

• Paraphrasing• Summarizing• Mirroring• Clarify

Customer Service Process(Ownership)

• Employee empowerment

Customer Service Process(Always)

• Happy• Positive• Represent Company

Aptitude

• A natural ability to do something• A natural tendency.

Personality/Traits Evaluation

• a questionnaire that is supposed to yield a description of a person's personality traits; "a personality inventory is a direct test of personality, as contrasted with a projective test"

Empathy

• The ability to put yourself in another person’s place

• Related but not the same as sympathy.• Developing Empathy

– Being sensitive to others’ feelings– Being understanding– Keeping an open mind– Developing a good imagination

Empathy Benefits

• Provides “tool” for handling difficult situations

• Helps you cope• Benefits buiness by satisfying customers

Ways of Showing Empathy

• Listen Carefully to what others say• Make regular contact with those around

you• Use tack when speaking• Respond with empathy to others• Share your own experiences• Show support of others.