If you want to pass your customer service class, and you don't know where to start and what to study. Here are the review notes for you, it covers chapter 8-12.
3 communication styles:
+ aggressive => closed-minded, poor listener, fosters resistance, defiance, retaliation, show lack of respect
other’s rights, sarcasm, insult others, demand, difficulty see other’s point of view, interrupt, tend to talk over,
win at any cost, humiliate, dominate others, make choice for others
+ passive => indirect, hesitant to say what’s on their mind, tend to agree externally while disagree internally,
avoid or ignore problem, allow others to make choice for them, believe others more important, beat around
the bush to make a point, become resentful later
+ assertive => effective active listener, open to negotiate, bargain, compromise in ways that everyone wins,
exercise their rights without denying other’s rights, honest, direct, body language
6 communicate with customers use assortment of question types:
+ open questions
+ closed questions
+ probing questions – open and closed.
+ alternative choice questions – closed. Ex: would you like coffee or tea?
+ leading questions – closed. Ex: it is, isn’t it? Right?
+ direct questions – open and closed
Bombardment approach - closed:
+ ask a lot of questions in a short period of time, put customers on defensive
When writing business documents:
+ identify the audience, tailor message accordingly.
+ write clearly with purpose in mind.
+ present your message in concise, easy-to-understand, grammatically correct.
+ use proper tone like confident, positive, courteous
“the word listen contains same letters as the word silent” – Stephen Covey
“most people don’t listen with the intent to understand, they listen with the intent to reply” – Stephen Covey
, Why listen?
+ gather information to understand
+ connect rapport and empathy
+ get to yes
You learn 85% of what you know by listening. You remember only 20% of what you hear. You get distracted
75% of the time.
Listening is an active learned process, consist 4 phases:
+ receive or hear message => passive phase
+ attend – decode or sort out what’s important
+ comprehend or assign meaning
+ respond – feedback
3 levels of listening:
+ level 1 – good listener, suspend judgment, empathetic to other’s feelings, can see issues from other’s point
of view
+ level 2 – listener, mainly focus on words but not fully understand what it mean => misunderstanding,
incorrect actions, loss of time
+ level 3 – listener but daydreaming, give premature reply, fake attention while thinking of other matters
Selective listening is ineffective listening means:
+ hear only what you wanna hear – sort out what’s not important or not interesting
+ occur because of the day you’re having, or because someone say something you don’t wanna hear.
5 characteristics of good listener:
+ empathetic
+ understanding
+ objective
+ patient
+ attentive
4 service-oriented communication:
+ frame questions in respectful manner
+ remain calm & centered despite communication challenges
+ take full responsibility for bringing communication full-circle
+ set right any misunderstanding
“you can’t expect your employees to exceed the expectations of your customers if you don’t exceed the
employees’ expectations of management.” – Starbucks chairman
“We are what we repeatedly do. Excellence is not an act but a habit” – Greek philosopher
“etiquette is the science of living. It embraces everything” – American writer
“Regardless of the changes in technology, the market for well-crafted messages will always have an audience”
– marketing consultant
Actual words: 7%
Vocal: 35%
Non-verbal: 58%
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