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The three hallmarks of a successful presentation are a confident delivery, a crystal-clear message and an air of credibility.
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Chrystalace Wedding Stationery designed this cute bookmark that you can give your best friend as a reminder of how much you appreciate the friendship. CHAPTER 2: DEVELOPING STRONG LISTENING AND COMMUNICATION SKILLS A Guide to Customer Service Skills for the Service Desk Professional Third Edition. 2 OBJECTIVES In this chapter you will learn: The characteristics and benefits of active listening The characteristics and benefits of active listening How to avoid the distractions that prevent good listening How to avoid the distractions that prevent good listening What to listen for What to listen for How to build rapport and trust with customers How to build rapport and trust with customers How to identify and understand customer communication styles How to identify and understand customer communication styles 56 Ch. 3 INTRODUCTION Two of the most basic and important skills service desk analysts must possess are Two of the most basic and important skills service desk analysts must possess are Listening skills Listening skills Communication skills Communication skills Use to communicate effectively with Use to communicate effectively with Customers Customers Coworkers Coworkers Managers Managers Other service providers such as internal support groups and vendors Other service providers such as internal support groups and vendors 57 Ch. 7 Active Listeners Ask questions and respond to the speaker Ask questions and respond to the speaker Verify understanding Verify understanding Pay attention to what is being said and how it is being said Pay attention to what is being said and how it is being said Passive Listeners Taking in information without questions Taking in information without questions Accept information at face value Accept information at face value Show little regard for the feeling with which the information is being communicated Show little regard for the feeling with which the information is being communicated Ch. 10 Knowing when not to ask questions while still being responsive is a nuance of customer service Knowing when not to ask questions while still being responsive is a nuance of customer service Policies and procedures help Policies and procedures help When customers are angry or upset, simply listen and respond to what the customer is saying in the least intrusive way possible When customers are angry or upset, simply listen and respond to what the customer is saying in the least intrusive way possible Face-to-face, maintain eye contact, nod your head Face-to-face, maintain eye contact, nod your head Over the telephone, use acknowledging and encouraging phrases Over the telephone, use acknowledging and encouraging phrases “Uh-huh,” “I see,” “Go on,” “I understand” “Uh-huh,” “I see,” “Go on,” “I understand” Ch.


14 A basic human need is to be understood A basic human need is to be understood Acknowledging customers’ emotions addresses that need Acknowledging customers’ emotions addresses that need When you don’t acknowledge emotions When you don’t acknowledge emotions Customers may become more upset or angry Customers may become more upset or angry Customers may be unable to actively participate in problem solving Customers may be unable to actively participate in problem solving Being a good listener requires concentration Being a good listener requires concentration Communicating that you are listening requires thought and caring Communicating that you are listening requires thought and caring Take responsibility and determine why if a customer does not perceive that you are listening Take responsibility and determine why if a customer does not perceive that you are listening Ch.
15 BENEFITS OF ACTIVE LISTENING Active listening helps you: Establish rapport with a customer Establish rapport with a customer Listen for and respectfully use their name Listen for and respectfully use their name Determine the customer’s emotional state Determine the customer’s emotional state Build trust Build trust Keep the conversation on track Keep the conversation on track Determine situations that require management involvement Determine situations that require management involvement Show customers that they are important and that you want to satisfy their needs Show customers that they are important and that you want to satisfy their needs Ch. 16 AVOIDING DISTRACTIONS THAT PREVENT GOOD LISTENING Factors that influence the ability to be a good listener Distractions and interruptions Distractions and interruptions “Third ear” syndrome “Third ear” syndrome Jumping ahead Jumping ahead Listening is NOT waiting for your turn to talk Listening is NOT waiting for your turn to talk Emotional filters Emotional filters Mental side trips Mental side trips Talking Talking Ch.
17 KNOWING WHAT TO LISTEN FOR PART 1 OF 4 Take note of the key points the customer is making Who is reporting an incident or service request? 18 Skillful listening enables you to: Detect any emotion the customer is experiencing Detect any emotion the customer is experiencing Obtain the details of the incident or service request Obtain the details of the incident or service request Graciously receive any complaints Graciously receive any complaints Detect any misconceptions Detect any misconceptions Learn ways that products and services can be enhanced and improved Learn ways that products and services can be enhanced and improved Gain insight that can be used to improve the quality of services Gain insight that can be used to improve the quality of services Ch.
19 Listening involves keeping your eyes open as well as your ears Listening involves keeping your eyes open as well as your ears Look for nonverbal cues Look for nonverbal cues Over the telephone, silence may mean the customer is confused or disagrees Over the telephone, silence may mean the customer is confused or disagrees Avoid the temptation to view silence as acceptance Avoid the temptation to view silence as acceptance Ch.
20 Good listening: Requires discipline Requires discipline Begins with a willingness to fully comprehend and retain everything that customers are saying Begins with a willingness to fully comprehend and retain everything that customers are saying Does not begin and end with the conversations you have with customers Does not begin and end with the conversations you have with customers Listening is a skill that you can use and apply on a daily basis in all areas of your life! 23 BUILDING RAPPORT AND TRUST WITH CUSTOMERS PART 1 OF 8 What you say is a simple matter of knowing and selecting the right words to use for a given situation What you say is a simple matter of knowing and selecting the right words to use for a given situation How you say it requires an understanding of how people communicate How you say it requires an understanding of how people communicate Ch.


25 “It’s against our policy” “It’s against our policy” State your response as a positive State your response as a positive “Our policy states…” “Our policy states…” “That’s not my job” “That’s not my job” It is your job to determine who can It is your job to determine who can “What I can do is…” “What I can do is…” “That’s not the way we do things” “That’s not the way we do things” Offer a positive option that addresses the customer’s need Offer a positive option that addresses the customer’s need “I need for you to fill out a form… and then I can…” “I need for you to fill out a form… and then I can…” Ch. This training course breaks down those elements and provides expert guidance and concrete information to master each aspect. We’ll map out a step-by-step system for planning and delivering memorable, persuasive presentations in a variety of situations. This course will equip your employees to manage anxiety, prepare presentations, tailor them to the audience and deliver them confidently, persuasively and powerfully. Why is determined once a solution is identified Why is determined once a solution is identified Ch. Get Daily Slideshow newsletterDaily Slideshow Newsletter is the way to get the best picture shows of the day in your inbox.Subscribe nowSLIDESHOW HOME SLIDESHOW HOMEREPLAYDid you like "" slideshow?




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