REMEMBER TO THINK ABOUT WHAT
ARE TELLING YOUR CUSTOMER
Facial Expressions...Smile at the customer.
It says, I'm happy to be here. I'm friendly, etc.
Vocalics...Use your lower voice tones.
It says you are confident and credible.
Eye Contact.....Make casual eye contact
with the customer. It builds trust and
openness with the customer.
Physical Appearance...First impressions
are important. Always start
out the day clean and neat in appearance.
Gestures...Make sure that your
gestures support your words.
This tells the customer that
you are genuine and trustworthy.
Proxemics...Maintaining a casual stance
and open body posture
tells your customer that you welcome
the interaction. Be attuned to
your customer's silent language cues
to know if you have "invaded"
his or her personal space.
Tips for Improving Your Listening Ability
+Be attentive to the feelings beneath
the words, listen for unspoken emotion
+Wait before responding
+Rephrase in your own words
what the speaker appears to be saying
+Use encouraging non-verbal behaviors
(open posture, slight smile or nod; etc.)
Creating Customer Connections
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Successful Conflict Resolution
Regardless of the approach you use...
Keep your cool and communicate
sincerely and effectively!
"Lose your cool, and you lose your power"
LISTENING is the Master Communication
Research has repeatedly shown that
Customers are even more likely
to accept a negative outcome, or
less than what they wanted,
if they feel they have been listened to.*
*Source: ACSI Annual Reports
Sincerity & Empathy
CUSTOMER LOYALTY IS BASED ON TWO THINGS
(getting the job done)
(looking at it from your customer's perspective)
Formula for saying "no" to a customer request:
1. Acknowledge the meta-message (feelings)
conveyed by the customer.
2. Recognize the content message (words)
of the customer's request.
3. Explain the reason you cannot or
will not fulfull the request.
4. Offer alternative solution or follow-up
suggestion when possible.
Pay Attention to the
Whole Message in Order to Convey Empathy
1. Pay Attention to the Words (Overt Message)
Use Effective Listening Skills
Example: "Sure, I'll stay late and get that to you tonight."
2. Look for the Feelings/Visual Cues (Implied Message)
Non-Verbal Communication Cues
Example: Customer's arms crossed and furrowed brow
may convey, 'I'm angry and frustrated.'
3. Appreciate the Emotions (Underlying Values/Needs)
EMPATHIZE with your Customer
Example: Acknowledge the customer's experience, "I can understand you feel frustrated."