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COMMUNICATION &
COMMUNICATION &

PERSONALITY DEVLOPMENT

COMMUNICATION & PERSONALITY DEVLOPMENT
WHAT IS COMMUNICATION ?
WHAT IS COMMUNICATION ?
Communication As An Entire Behavioural Process Habit Mannerism Appearance Etiquette
Communication As An Entire
Behavioural Process
Habit
Mannerism
Appearance
Etiquette
Its not just what you say…but how you say it! Face to Face Voice Conversation Words
Its not just what you say…but
how you say it!
Face to Face
Voice Conversation
Words
Body
14%
Tone of
Language
Voice
55%
38%
Words
7%
Tone of Voice
86%
Spoken Words All communication methods are important, but our emphasis will be upon the spoken word
Spoken Words
All communication methods are important,
but our emphasis will be upon the spoken
word
...
since
70 % or all our communication efforts are:
misunderstood, misinterpreted, rejected,
disliked, distorted, or not heard (in the same
language, same culture)!
UNTANGLE THE TANGLE Basic Telephone Etiquette
UNTANGLE THE
TANGLE
Basic Telephone Etiquette
• Differentiate in talking on the telephone & in person • Improve Voice Quality • Listen
• Differentiate in talking on the telephone &
in
person
• Improve Voice Quality
• Listen actively
• Paraphrase
• Hold & Mute
• Transfer Calls
• Take Messages
• Exhibit Telephone courtesy
GREET THE CALLER A greeting should always be the entry point of phone conversation. It indicates
GREET THE CALLER
A greeting should always be the entry
point of phone conversation. It indicates
your friendliness and openness
your willingness to provide quality service
GIVE YOUR NAME This basic act of courtesy lets the caller know that he or she
GIVE YOUR NAME
This basic act of courtesy lets the caller know that
he or she has reached the correct person,
department
or company.
CALL STRUCTURE (OPENING) “Good Morning, This is <your first name>, How may I help you?”
CALL STRUCTURE (OPENING)
“Good Morning,
This is <your first name>, How may I help you?”
ASK THE CUSTOMER IF YOU CA HELP Saying “how may I help you?” completes the telephone
ASK THE CUSTOMER IF YOU CA
HELP
Saying “how may I help you?” completes the
telephone answering etiquette by
demonstrating that you and your company are
ready and are available to assist the customer
with his or her needs.
It pays to write down the customer’s name and
use it regularly in your conversation.
Remember…… Answer the call in the Three Rings Greet the caller Give your name Ask the
Remember……
Answer the call in the Three Rings
Greet the caller
Give your name
Ask the customer if you can help
THE BODY OF THE CALL 1. Validate a Customer 2. Hold & Mute Procedure 3. Transfer
THE BODY OF THE
CALL
1. Validate a Customer
2.
Hold & Mute
Procedure
3.
Transfer a call
ACTIVE LISTENING Give the caller your undivided attention Actively Listen to the caller for both the
ACTIVE LISTENING
Give the caller your undivided attention
Actively Listen to the caller for both the
content as well as the intent
Avoid “Emotional Leakages”
Avoid distractions
Do one thing at a time
LET ‘EM HEAR YOU LISTENING
LET ‘EM HEAR YOU LISTENING
WHAT IS VERBAL FEEDBACK… Verbal feedback is a variety of short responses that lets the caller
WHAT IS VERBAL FEEDBACK…
Verbal feedback is a variety of short
responses that lets the caller know that
you’re listening and paying attention
Verbal feedback responses include
expressions like, “All Right”, “I
Understand”,
“I’m making a note of that right now”
How can we improve our listening & facilitation skills? SUMMARIZING SUMMARIZING PARAPHRASING PARAPHRASING Restating what another
How can we improve our listening &
facilitation skills?
SUMMARIZING
SUMMARIZING
PARAPHRASING
PARAPHRASING
Restating what
another has said
in your own
words
Pulling together
the main points
of a speaker
QUESTIONING
QUESTIONING
Asking relevant
questions to help in
better way and
reduce errors
BARRIERS TO CONCENTRATION External Internal The mind can process information faster than most people talk The
BARRIERS TO CONCENTRATION
External
Internal
The mind can process
information faster than most
people talk
The mind has a habit of
wandering
Pre-occupation
PRACTICES TO AVOID Avoid interrupting the customer. When you interrupt, it shows you do not care.
PRACTICES TO AVOID
Avoid interrupting the customer.
When you interrupt, it shows you do not
care.
Avoid speaking too fast, too slow.
Avoid using Jargon
MESSAGES IN COMMUNICATION What You Want To Say What You Really Say What The Other Person
MESSAGES IN COMMUNICATION
What You Want To Say
What You Really Say
What The Other Person Hears
What The Other Person Thinks Is
Heard
What The Other Person Says About
What You Said
What You Think The Other Person Said
About What You Said
Barriers To Communication Inattention Excessive Information Language Perception Fears Poor Listening Skill
Barriers To Communication
Inattention
Excessive Information
Language
Perception
Fears
Poor Listening Skill
EVERY CALL IS ‘NOTE-WORTHY'
EVERY CALL IS
‘NOTE-WORTHY'
NOTES Making notes is recommended. The human memory is not perfect Written notes give you a
NOTES
Making notes is recommended. The human
memory is not perfect
Written notes give you a record of the
customer’s name and message
including correct spellings
case reviews
and accurate contact information
• Jotting notes during phone conversations
will help you “Actively listen”.
PHRASEOLOG Y SOME CASUAL SOME PROFESSIONAL WORDS WORDS Yes Sir, that’s right Sir Ya Very well
PHRASEOLOG
Y
SOME CASUAL
SOME PROFESSIONAL WORDS
WORDS
Yes Sir, that’s right Sir
Ya
Very well Sir, Certainly Sir
OK
Very well Sir, Certainly Sir
Sure
Kindly hold on Sir, Let me check it fo
One Sec
you
Just a
Sir.
minute
If the call is for you, Who am I
Who’s
speaking to please OR Who’s calling
speaking???
please?
If the call is for another person, Who
shall I say is calling? OR Who shall I sa
I’ve no idea!
called?
HOLD AND MUTE PROCEDURE WHY IS THIS IS IMPORTANT? If incorrectly used, it could lead to
HOLD AND MUTE PROCEDURE
WHY IS THIS IS IMPORTANT?
If incorrectly used, it could lead
to being rude, unprofessional
and also affect the quality of
the call.
HOLD AND MUTE PROCEDURES HOLD - Caller is aware of being on hold & will hear
HOLD AND MUTE PROCEDURES
HOLD - Caller is aware of being on hold &
will hear music
MUTE - Caller will not hear anything, line
will go blank & he/she may not be aware
of being on hold
MUTE PROCEDURES Should only be used if the hold time is less or equal to 30
MUTE PROCEDURES
Should only be used if the hold time is less
or equal to 30 sec.
For a short query when resource is close at
hand.
Clearing your throat, coughing or sneezing.
PERMISSION TO PUT ON HOLD Ask the customers if you may put them on hold Does
PERMISSION TO PUT ON HOLD
Ask the customers if you may put them on
hold
Does anybody know
Because it is an
I’m here
inconvenience to your
Have I been
customers to be put on
forgotten
hold, you should always
Why is this taking so
long
ask permission before
Should I hang up
putting them on hold.
#*%*#
* Remember you
don’t
like to wait either.
WAIT FOR A RESPONSE “Can you hold---”click is a situation so common that customers might be
WAIT FOR A RESPONSE
“Can you hold---”click is a situation so common that
customers might be surprised to see you waiting for a
response.
The second part of of putting someone on hold is to
wait for a positive response from the customer’s side.
As soon as the customer agrees to hold say “Thank You
before clicking the hold button.
ELL THE CUSTOMERS - ‘WHY’’ Most customers are very patient if they are politely informed as
ELL THE CUSTOMERS - ‘WHY’’
Most customers are very patient if they are
politely informed as to why they must hold.
They find it easier and comfortable to wait on
hold if they have a mental picture of what’s
the service associate doing while away from
the phone. Be sure the information is
pertinent.
GIVE A TIME FRAME Short (up to 60 seconds) - This will take a few moment
GIVE A TIME FRAME
Short (up to 60 seconds) - This will take a few moment
Long (1-3 minutes) - This could take me 2 or 3 minutes
sort out. Would you like to hold or do you want me to
call you back?
Eternity (over 3 minutes) - Ask for a number to call him/
her back.
THANK THE CUSTOMER FOR HOLDING Saying “ Thank You for your patience” is very basic,good and
THANK THE CUSTOMER
FOR HOLDING
Saying “ Thank You for your patience” is very
basic,good and common courtesy.
This action nicely rounds off the on-hold
sequence and acknowledges the caller’s
understanding and patience.
TO SUMMARIZE… Ask the customers if you may put them on hold Tell the customers ‘Why’’
TO SUMMARIZE…
Ask the customers if you may put them on hold
Tell the customers ‘Why’’
Give a time frame
Wait for a response
Thank the customer for holding
TRANSFERRING A CALL Sometimes you will not be able to solve the problem on the spot.
TRANSFERRING A CALL
Sometimes you will not be able to
solve the problem on the spot. Often
you will need more information, or the
call may have to be handled by
another person.
Explain why the call is being transferred Ask if the customer minds being transferred Ensure someone
Explain why the call is being
transferred
Ask if the customer minds
being transferred
Ensure someone is there
to pick up the call before hanging up
he person to whom the call is getting transferred, the custo
name and purpose of call
EXPLAIN CO-WORKER’S ABSENCE POSITIVELY Customers rarely want to hear gruesome details as to why the person
EXPLAIN CO-WORKER’S
ABSENCE POSITIVELY
Customers rarely want to hear gruesome details as
to why the person they’re trying to reach is
unavailable.
Likewise your co-workers will not like their private
lives discussed with customers.
Use ..
Jai isn’t available at the moment /
Raj just stepped out /
Nikita is in a meeting,
May I help you?
TELEPHONE COURTESY Never be rude to a caller, no matter how nasty they are. Always remember
TELEPHONE COURTESY
Never be rude to a caller, no matter how
nasty they are. Always remember to handle
yourself in a professional manner.
Use the ASAP technique:
A:-Apologize and Acknowledge the callers
feelings
S: Don't Sympathize with the
caller.Empathize
A: Accept responsibility
P: Prepare to Help.
HANDLING SWEARERS Making the caller aware of what he is saying will halt the swearing. For
HANDLING SWEARERS
Making the caller aware of what he is saying will halt
the swearing.
For example “Sir, I can handle your problem, but I am
not able to handle the swearing. I request that you
stop.”
Note:- 3 strikes and you are out rule.
ENDING THE CALL
ENDING THE CALL
KEY ACTIONS FOR ENDING THE CALL Repeat any action steps that you and the customer have
KEY ACTIONS FOR ENDING
THE CALL
Repeat any action steps that you and
the customer have agreed upon
Ask the caller if you can do anything
else for him/her.
Thank the customer for calling and
appreciate his effort and time.
Let the caller hang up first.
Write down any relevant information as
soon as you get off the phone.
CLOSING THE CALL ... Effective phrases for closing You are welcome Sir/Madam We appreciate your calling
CLOSING THE CALL ...
Effective phrases for closing
You are welcome Sir/Madam
We appreciate your calling
Thank You for calling
Please call again
Have a nice day.
Acknowledge the details with thanks…
and
a
Thank You
Thank You