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Soft Skills for a Digital Workplace: Soft Skills for a Digital Workplace: Verbal CommunicationVerbal Communication
Unit B:Unit B:Working with CustomersWorking with Customers
ObjectivesObjectives
Understand customer service basics
Communicate empathetically
Ask questions to understand problems
Deny requests
ObjectivesObjectives
Cope with angry customers
Deal with the unexpected
Work with customers with disabilities
Understanding Customer Service Understanding Customer Service BasicsBasics
Successful customer service is the lifeblood of any business.
Customer service refers to an organization’s relationship with its customers: Meeting expectations Listing to customers’ statements Identifying customers’ wants and needs Developing customer-friendly
procedures to serve them.
Understanding Customer Service Understanding Customer Service BasicsBasics
When providing customer service, be sure to: Communicate a professional image Listen to customers Ask questions Exceed expectations Provide service even without an
immediate payoff Respond personally
Understanding Customer Service Understanding Customer Service BasicsBasics
Rating customer serviceRating customer service
Communicating EmpatheticallyCommunicating Empathetically
Empathy is your capacity to understand another person’s feelings or state of mind.
Customers value working with people who can understand their point of view and help them work through a problem or achieve a goal.
Communicating EmpatheticallyCommunicating Empathetically
Guidelines for communicating empathetically: Determine the context Address the customer’s emotions Put customers at ease Acknowledge customer efforts Use listener-centered language
Communicating EmpatheticallyCommunicating Empathetically
Listener-centered language
Asking Questions to Understand Asking Questions to Understand ProblemsProblems
Asking questions helps you listen carefully, clarify messages, encourage customer communication, and resolve problems.
Effective questioning means knowing which questions to ask, when to ask them, and how to phrase them.
Asking Questions to Understand Asking Questions to Understand ProblemsProblems
Guidelines for asking questions: Ask the appropriate type of question Establish rapport Clarify understanding Motivate the customer
Asking Questions to Understand Asking Questions to Understand ProblemsProblems
Types of questions
Denying RequestsDenying Requests
Sometimes you have to deny customers’ requests.
Your goal should be to make sure the customer understands and acknowledges the negative message.
Conveying empathy helps maintain goodwill.
Denying RequestsDenying Requests
Guidelines for denying requests: Rephrase the request Explain the reasons Tell them what you can do Try turning a “no” into a “yes” Be aware of your nonverbal
communication
Denying RequestsDenying Requests
Steps for denying a request
Coping with Angry CustomersCoping with Angry Customers
Customers might be angry because your company failed to meet their expectations, made an error, or otherwise caused problems for them.
You should confront the problem immediately and defuse their anger.
Coping with Angry CustomersCoping with Angry Customers
Guidelines for coping with angry customers: Remember why they are upset Avoid an audience Stay calm and neutral Apologize Explain how you will help Conclude with a thank you
Coping with Angry CustomersCoping with Angry Customers
Conversation with an angry customer
Dealing with the UnexpectedDealing with the Unexpected
Unexpected scenarios are common in business.
Anticipate problems and unexpected obstacles and develop backup plans if possible.
Dealing with the UnexpectedDealing with the Unexpected
Guidelines for dealing with the unexpected: Take responsibility Show enthusiasm Keep the customer informed Ask for help Ensure health and safety
Working with Customers with Working with Customers with DisabilitiesDisabilities
A disability is a lack of physical or mental ability relative to some standard or norm.
Over 50 million Americans have disabilities or impairments, so you are likely to work with affected customers.
Working with Customers with Working with Customers with DisabilitiesDisabilities
Guidelines for communicating with customers with disabilities: Speak slowly and clearly Maintain eye contact Let them set the pace Always ask first Use appropriate language
Technology@Work: Internet Technology@Work: Internet MonitoringMonitoring
Many companies monitor the Internet for activities and comments related to their products and services.
Internet monitoring tools monitor Internet activity in different ways.
Google Alerts is a popular Internet monitoring tool.
Technology@Work: Internet Technology@Work: Internet MonitoringMonitoring
Managing Google Alerts
SummarySummary
Mastering the basics of customer service is important to all businesses.
Use empathy when communicating with customers.
Ask questions to understand problems.
Follow the guidelines for denying requests.
Be prepared for coping with angry customers.
SummarySummary
Follow basic guidelines for dealing with unexpected scenarios and obstacles.
Be prepared to deal with customers with disabilities.