Chapter 3: Verbal

Communication Skills

© 2012 by Robert W. Lucas

 2
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 Avoid language that could send a negative
message and harm the customer relationship.
• 3-4: Project a professional customer service image.
• 3-5: Provide feedback effectively.

© 2012 by Robert W. Lucas

 3
Learning Outcomes

• 3-6: Use assertive communication techniques

to enhance service.
• 3-7: Understand key differences between
assertive and aggressive behavior.

© 2012 by Robert W. Lucas

 4
Effective Communication

• What is the importance of effective

communication?

© 2012 by Robert W. Lucas

 5
Two Way Communication

• Define two way communication

• Interpersonal communication model
– Environment
– Sender
– Receiver
– Message
– Channel

© 2012 by Robert W. Lucas

 6
Two Way Communication

• Interpersonal communication model

– Encoding
– Decoding
– Feedback
– Filters
– Noise

© 2012 by Robert W. Lucas

 7
Avoiding Negative Communication

• Choice of words
• Weak words
• Global terms

© 2012 by Robert W. Lucas

 8
Communicating Positively

• Plan your messages

• Focus on customer as a person
• Greet customers warmly
• Use customer focused language

© 2012 by Robert W. Lucas

 9
Communicating Positively

• Make customers feel welcomed

• Listen carefully/respond appropriately
• Be Specific
• Use I and We messages
• Use small talk

© 2012 by Robert W. Lucas

 10
Communicating Positively

• Use simple language

• Paraphrase
• As positively phrased questions
• Ask permission
• Agree with customers

© 2012 by Robert W. Lucas

 11
Communicating Positively

• Elicit Customer feedback and participation

• Close the transaction professionally
• Address pet peeves

© 2012 by Robert W. Lucas

 12
Providing Feedback

• Define feedback
• Types of feedback

© 2012 by Robert W. Lucas

 13
Dealing Assertively with Customers

• Definition of assertiveness
• Examples of assertiveness

© 2012 by Robert W. Lucas

 14
Assertive vs. Aggressive and Conflict

• Ways to be assertive
• Responding to conflict
• Salvaging a relationship after conflict

© 2012 by Robert W. Lucas