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Communication Skills and Compliant Handling

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Communication for achievement

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Result Action Opportunity Possibility Relationship

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Reflection
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What is communication? Why we communicate? How communication skill is important in customer service?

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What is communication?
Is the exchange and of the ideas, feelings, of

emotions, parties.

creation

understanding between the two involving

Its all about being conscious

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Why we communicate?
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To inform or be informed To influence or be influenced To direct or be directed To promote and entertain In an incident

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The Communication Process: Basic Model

1. 1. Sender Sender has idea has idea

2. 2. Sender Sender encodes encodes idea in idea in message message

3. 3. Message Message travels travels over over channel channel

4. 4. Receiver Receiver decodes decodes message message

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The Communication Process: Expanded Model

Decoding Understanding encoding

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Methods of Communication
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Functions: internal and external Side: one way and two way Scope: intrapersonal, interpersonal, group and mass Form: oral/face to face and written Form: verbal and non-verbal Flow: Formal: down, up, horizontal Informal: grapevine, cliques, social group

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Channel selection dependent on:

Message content Need for immediate response Audience size and distance Audience reaction Need to show empathy, friendliness, formality Cost

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Non - Verbal Communication

It takes place through body language, postures and gesture, attire, appearance, space, timing, and behavior. Since this type of communication takes place

through observation, it may be both intended and unintended . It can supplement or contradict the
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verbal

Ethiopian communication. Management Institute

 Ethiopian Management Institute

Non - Verbal Communication

According to research:

55% 38% 7%

of comm. Non verbal of comm. Voice tone of comm. Words

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Communicators
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Eye contact, Facial expression, Posture and gestures Time, space, and territory Touch Appearance of business document, people and work place Meta communication Paralanguages

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Body Posture (movement)

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Negative body posture leaning back or stepping away turning their bodies away from you pushing away from their desks gathering up papers closing their briefcases looking at their watches repeatedly.

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Hand gestures
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There are two varieties of hand gestures: Hands and objects: Example includes: placing the cap on a pen and putting it in a pocket indicate readiness to conclude the meeting or conversation. Hand alone: Examples include: Tapping fingers signifies impatience or frustration. Pointing with index finger signifies command.

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Touching
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Good example for touching is handshaking. Here the other person's reaction (response) tell an indication of his/her feeling. Offering your hand in a tentative way is almost guaranteed to create a bad first impression The way we touch, how often we touch, and who we touch varies from country to country.

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Physical Distance
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By maintaining a safe personal zone, you facilitate communication, comfort, and trust. Three distinct spatial zones exist

intimate zone 1: 0-2 feet; e.g. family personal zone 2: 2-4 feet; e.g. customer social zone 3 : > or =4 feet; e.g. teacher

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Neatness
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Neatness is another part of body language. Being neat and organized plays an important role in our communication in two ways:

how we look? how our work area looks ?

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Tone of voice
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Tone of voice implies how you say something but not what you say. In face-to face communication body language accounts 55%; tone of voice 38% and words 7%. Over the phone, tone of voice accounts 86% while words only 14 percents.

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Tone of voice cont

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Three things to 1. Inflection

win over the telephone:

Inflection reflects how interested you are in what you are saying to the customer. Four

things

could

be

done

to

improve

inflection:
smile when talking on the phone practice stressing words breathe (deep, long, and slow) exaggerate your tone. Ethiopian Management Institute

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Tone of voice cont

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2.Volume (Control)
If a customer is angry and speaking loudly, don't reply at the same volume. Instead behave like a professional and start out by speaking at lower volume than the customer, gradually bringing the customer's volume to yours.

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Tone of voice cont

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3.

Pacing (the customer)

Match your customer's rate of speech & intensity of feeling. Pacing is the best tool you have for creating a sympathetic relationship (rapport) with your customer. As a service provider, your job is to pace the customer, but not the other way around

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Oral Communication Styles

Passive
Extends but does not feel entitled to rights; accepts responsibilities

Assertive
Both exercises and extends rights and responsibilities

Aggressive
Demands but does not extend rights; does not accept responsibilities

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Methods of Communication
80% of working day involves communication
Used 45% Least Speaking Reading Writing Listening: 45% of Communication 25% Efficiency

Taught/Addressed

Listening

30% 16% Most 9%

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Listening vs. Hearing

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Hearing is a physiological phenomena Listening is in the domain of attention One hears that which one is attending Listening is a purposeful hearingl

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Listening to your listening

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Are you present or checked out? What kind of listening are you being? What kind of attention are you giving? Are you choosing the way you are paying attention? Is that the way you want to be right now?

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Reactive listening the default setting of attention

Right/Wrong Good/Bad Agree/Disagree I already know Find the flaw Blame/avoid responsibility How can I use this?

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Pro-active listening
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You could choose to listen for - what is possible

Commitment Shared values clarity the gold The way it is for the other

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Behaviors that hinder effective listening

Acting distracted Telling your own story without acknowledging theirs first No response Invalidating response, put downs Interrupting Criticizing Judging Diagnosing Giving advice/solutions Changing the subject Reassuring without acknowledgment

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Then ..
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Communication skills are essential for you to identify and understand your customers requirement and needs. The ability to build rapport through listening and empathy will help you to convince you customers that you are willing and able to help them. Attitude is important element in relationship building. Customer service can be a challenging role, If you are to provide service that keeps people coming back, you must develop positive attitude to your role and the people who are seeking your help. A poor attitude is unlikely to inspire trust in you customers

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Communication Skills
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Keep in mind always: Meaning is in people, not in words

Communication takes place among human beings. Therefore the behavioral dimension assumes much significant. Human behavior gets reflected through perceptions, attitudes, beliefs, Values, norms and experience.

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Comparison of High- and Low-Context Cultures

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High-Context Cultures Relational Collectivist Intuitive Contemplative

Low-Context Cultures Linear Individualistic Logical Action-oriented

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Complaints Handlings
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Service

Survey

Service improvement

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Complaints Handlings
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Shortfall of meeting customer needs results in complaints be it formalized or not. Thus customer complaint handling is a key instrument of identifying the problem and timely response to our gap.

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The Chance to recover and create a story

Tell other Satisfied Customer Service Experience Dissatisfied Customer Remain Loyal complain Leave Service recovery

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Which one is best?

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Satisfied customer Dissatisfied and complaining customer Dissatisfied and silent customer

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Complaints Handlings
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The best customer is one that is completely satisfied. The next best customer is dissatisfied and complains. The worst customer is one that is dissatisfied and doesn't complain. They will not give any feedback and not allow you to put the problem right. They will simply walk away and look for a better supplier of their product.

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Why we handle complaints?

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Improve customer satisfaction Avoiding unfavorable publicity Avoiding legal costs Saving time Information Management

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How people complain?

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Grumble:- complaints addressed to other than the subject of grievance Initial informal complaints: Expressions of complaints idiomatic or in proverbs Put in writing And another thing.

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Endgame (wants of customer)

Recognition that they have a legitimate grievance An explanation of what went wrong& why An apology and/or redress An assurance that things will be corrected in the future.
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Ways of Handling Complaints

Face to Face On the telephone In writing

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Quality of good complaints Handling system

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Accessibility & well publicized Simple to understand & use Allow speedy handling with established time limits for action, and keep people informed of progress Ensure a full and fair investigation

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Quality of good complaints Handling system

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Respect people's desire and confidentiality Address all the points at issue, and provide an effective response and appropriate redress Provide information to management so that service can be improved

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PRACTICAL CONSIDERATIONS OF COMPLAINT HANDLING

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The Customer is always right. Make realistic estimate of how many complaints you might expect to handle and then staff up to meet this Train your staff (including managers) Don't use complaints as a disciplinary tool
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PRACTICAL CONSIDERATIONS OF COMPLAINT HANDLING Empower the front-line staff to resolve complaints themselves wherever possible Use conciliation as a way of resolving disputes Formally record customer satisfaction with the way complaints are handled. Be positive

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How can you turn customer complaints into an opportunity?

Apologize without qualification. It doesn't matter whose fault it is Fix the problem quickly and fairly meet their expectations. Keep your promise be realistic Empower your employees to fix problems. Encourage complaints./its on your services/ Develop a no-fault culture within your company Follow up!

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Three steps you need to take to make sure you gain the greatest advantage from your complaints
Simulate complaints. Chance your customer, contact people, hear lots of comments, observation, suggestion that are never register as compliant Create a dont walk attitude. Staff will fear complaints if they feel they will be punished for the problem. Capture the idea

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Some way that you can develop a positive attitude to your customers?
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View your customers as people you can help rather than as hindrances to your work Gain satisfaction form the prospect of solving customer problems. welcome problem as opportunities to develop you skills instead of fearing that they will reduce your effectiveness Remembered that your ability to satisfy customers is why you are there- this makes you valuable to your organization By developing these attitude you can influence the behavior and attitude of both you colleagues and you customers.

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T h e

E n d
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