The trainees would be evaluated at the end of this module to test their understanding on what they have learnt Let us start off by knowing some key terms.
•Customer Service: is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest". Customer service is also often referred to when describing the culture of the organization. (https://en.wikipedia.org/wiki/Customer_service)
•Communication skills : We actually communicate more information using non-verbal signals, gestures, facial expression, body language even our appearance - see our pages: Non-verbal Communication, Personal Presentation and Personal Appearance for more information. Listening is a vital interpersonal communication skill. (www.skillsyouneed.com/general/communication-skills.html )
Continuation of Communication skills
•Now that we know what Customer Service and Communication skills is, let us learn about the three basic types of listening skills and how they can help us in our customer service daily lives. It is essential to know that, these three skills can help you in being an excellent communicator no matter the situation you find yourself.
Listening is being a good listener is one of the best ways to be a good communicator. No one likes communicating with someone who only cares about putting in her two cents, and does not take the time to listen to the other person. Instead, practice active listening.
•Active listening involves paying close attention to what the other person is saying, asking clarifying questions, and rephrasing what the person says to ensure understanding ("So, what you're saying is…"). Through active listening, you can better understand what the other person is trying to say, and can respond appropriately http://jobsearch.about.com/od/skills/qt/communication-skills.htm
Your body language, eye contact, hand gestures, and tone all color the message you are trying to convey. A relaxed, open stance (arms open, legs relaxed), and a friendly tone will make you appear approachable, and will encourage others to speak openly with you. Eye contact is also important; you want to look the person in the eye to demonstrate that you are focused on the person and the conversation (however, be sure not to stare at the person, which can make him or her uncomfortable). http://jobsearch.about.com/od/skills/qt/communication-skills.htm
•Also pay attention to other people's nonverbal signals while you are talking. Often, nonverbal signals convey how a person is really feeling. For example, if the person is not looking you in the eye, he or she might be uncomfortable or hiding the truth. http://jobsearch.about.com/od/skills/qt/communication-skills.htm
Under this type of communication, we would learn about Friendliness.
Through a friendly tone, a personal question, or simply a smile, you will encourage your coworkers to engage in open and honest communication with you. This is important in both face-to-face and written communication. When you can, personalize your emails to coworkers and/or employees - a quick "I hope you all had a good weekend" at the start of an email can personalize a message and make the recipient feel more appreciated. http://jobsearch.about.com/od/skills/qt/communication-skills.htm
Let's test our knowledge on the three basic communication skills in Customer Service
What are the three basic communications skills learnt in this module which can be used to enhance customer service?
- Non-verbal, Listening, Verbal
- Handshaking, Waving, Whistling
- Closing your eyes, Talking with your hands, Stamping you feet
Which of these words best fits in the sentence ………..is also important; you want to look the person in the eye to demonstrate that you are focused on the person and the conversation
- Mouth contact
- Hand contact
- Eye contact
Through …………. listening, you can better understand what the other person is trying to say, and can respond appropriately
In verbal communication, ……… makes the recipient feel more appreciated
Which of the communication skills focuses on your body language, eye contact, hand gestures, and tone?
- Clarity and Concision