SlideShare ist ein Scribd-Unternehmen logo
1 von 50
Downloaden Sie, um offline zu lesen
COMMUNICATION “ Communication is one of the most persuasive, important, and complex aspects of human life.” (Littlejohn, 2002, p.3)
COMMUNICATION OR ONLY INFORMATION?
Communication for Customer service
Communication for Customer service
Communication for Customer service
Communication for Customer service
Communication for Customer service
Communication for Customer service
Communication for Customer service
Communication for Customer service
Communication for Customer service
SENDER --> CHANNEL--> RECEIVER SENDER --> CHANNEL --> RECEIVER  RECEIVER <-- CHANNEL <-- SENDER INFORMATION : is the content of a message, the sensations we receive from the medium in which we find ourselves. It is composed of 3 parts: COMMUNICATION : is the action of transmitting information. Its components are.  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],All communication has information but not all information is communication .
1. 8  ELEMENTS OF COMMUNICATION 1.SENDER : the person who transmits a message, the subject of the communication  2. RECEIVER : the person who receives the message.  3.MESSAGE : the content of the transmission. Some times it can be distorted for multiple reasons; that is why we have to try to transmit messages in a positive way even though their content is negative.  Ex1.  Positive way: “we will find a solution to your problem.” Negative way: “Your problem has no solution.” Ex2.  Positive way: “you won’t loose anything trying to do it.” Negative way: “anything you do will be useless.”
4. MEDIUM or CHANNEL  :this is the instrument we use to establish communication. i.e. radio, tv, internet, etc.  5. NOISE, OBSTACLES, BARRIERS : something or someone that makes communication unsuccessful or impossible. I.e interferences when talking on the phone, someone interrupting a conversation between two people, or when one of the two people involved in the communication is thinking of something other than what the second person is saying.  6. CODE : the group of symbols used to transmit a message. It is important to choose the correct code in order to have a good communication according to the receiver. The language is a code, if our client speaks English we must choose the English language as a code in order to achieve a good communication.
7.  ENCODING AND DECODING : (Stuart Hall) This is the process by which a message is understood.  8.FEEDBACK : This is the response of the receiver
Here the elements of communication are  a) Source: A’s brain b) Sender: the transmitting device that A uses to communicate with B (e.g. mouth, hands, eyes, gestures etc.) c) Message: the idea or thought conveyed by conversation, expression etc.  d) Channel: the medium through which the message travels (e.g. air, sound waves, light waves etc.) e) Receiver: The receiving device used by B to receive the message (e.g. B’s eye, ear etc.)  f) Destination: B’s brain  g) Feedback: the response from B h) Noise source: the words or actions of person ‘C’ that interrupts the communication between person ‘A’ and person ‘B’ Model of communication According to Claude Shannon (1916-  ), the basic elements of any general communication system includes the following: a) Source b) Sender c) Message d) Channel e) Receiver f) Destination and g) Noise source  An Illustration: Let us consider that person ‘A’ and person ‘B’ are communicating with each other. Person ‘C’ interrupts the communication between A and B (illustrated in figure 1)
COMMUNICATION FOR  CUSTOMER SERVICE .  INTERACTIVE COMMUNICATION: in customer service there are 2 main functions of communication: 1. DIRECT INFORMATION SERVICE.  In this situation informants (senders) need the client to be communicative and capable of expressing his/her needs clearly. You can use different mediums, from words to written documents or Internet.  2. COMPLAINTS AND ENQUIRIES SERVICE In these situations it is important to establish a verbal communication and that the data and documents of the case are registered in written language .  Someone who wants to work in a hotel has to take into account that establishing a clear, fluent and appropriate communication is fundamental to obtain good results.  Establishing the right channels in the customer service department  is one of the most important tasks of the service.
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
1.  A uditory communication. Messages are perceived through the sense of  hearing. Words, music, sounds and noises take part in this type of communication.  In the hospitality sector we can establish auditory communication through  different media according to activity and objectives:  Direct conversation  or face to face communication  Phone conversation  Radio broadcasting, etc.
2. Visual communication.  Messages are perceived through sight. Sign, gestures and images are very important when communicating.  There are different media:  Letters Contracts. Labels Slides, etc .  Complaint forms Invoices Leaflets
3. Tactile communication Messages are perceived through the sense of touch.  Affection is conveyed through tactile sensations.  Shaking hands  or tapping someone’s shoulder  can have positive or negative effects, so it is necessary to be very respectful in this matter and know cultural conventions.  There are different mediums: Braille  Touching someone, etc.  Greetings at meetings  and negotiations
4. Multichannel communication Messages are perceived through different senses at a time. There are different media through which this is possible: Tv Video Computer
CHANNELS OR MEDIUMS OF COMMUNICATION
3. TYPES OF COMMUNICATION according to the people involved Human communication is the field dedicated to understanding how people communicate. It may be broadly classified as, a ) Intrapersonal Communication  : people communicating  among themselves (e.g. daydreaming, reading aloud) b)  Interpersonal Communication :  people communicating with others. c)  Group Dynamics :  communication within groups d)  Organizational Communication : Communication within an organization e)  Cross cultural communication : Communication across cultures
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],“ the process in which all of the three important aspects of communication are involved in the right proportion, in order to exchange information between humans in an effective manner.”
According to Dr. Steele, the precondition for  lies in  effective communication. The 7 preconditions for success : (Dr. Steele, 2006)  1. Pay Attention : Always pay attention when someone communicates. 2.  Mutual Needs : All Communication is based on mutual needs. 3.  Circular communication  – All communication is circular in nature.( e.g. Giving feedback based on actions or deeds) 4.  Communication is language based : For example, in the field of technology we may have a problem where the managers do not understand technical jargon. 5.  Purpose : It is necessary to know the purpose of communication in a conversation. Knowing the purpose provides a better focus. 6. One needs to be  cooperative  but not competitive 7. Human communication is an  art  and not a science. success
4. Business Communication techniques for effective communication  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A. CORRESPONDENCE:
TIPS FOR WRITING LETTERS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
B .  TELEPHONING ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
C. THE INTERVIEW ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
D. PRESENTATIONS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Useful expressions for presentations Parts Expressions Introduction ,[object Object],[object Object],[object Object],Main body ,[object Object],[object Object],[object Object],[object Object],[object Object],Visuals ,[object Object],[object Object],[object Object],[object Object],Summarizing ,[object Object],[object Object],[object Object],Closing ,[object Object],[object Object]
1. ELEMENTS OF COMMUNICATION ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],2. TYPES OF COMMUNICATION according to the sense used ,[object Object],[object Object],[object Object],[object Object],3. TYPES OF COMMUNICATION according to the people involved a) Intrapersonal b) Interpersonal  c) Group Dynamics  d) Organizational e)Cross cultural   COMMUNICATION 0. INFORMATION 4. TECHNIQUES FOR EFFECTIVE COMMUNICATION ,[object Object],[object Object],[object Object],[object Object]
Here the elements of communication are  a) Source: A’s brain b) Sender: the transmitting device that A uses to communicate with B (e.g. mouth, hands, eyes, gestures etc.) c) Message: the idea or thought conveyed by conversation, expression etc.  d) Channel: the medium through which the message travels (e.g. air, sound waves, light waves etc.) e) Receiver: The receiving device used by B to receive the message (e.g. B’s eye, ear etc.)  f) Destination: B’s brain  g) Feedback: the response from B h) Noise source: the words or actions of person ‘C’ that interrupts the communication between person ‘A’ and person ‘B’ PACTICE 1: elements of communication
ELEMENTS OF COMMUNICATION ________________ ____________________________________________ TYPES OF HUMAN COMMUNICATION a) Intrapersonal b) _______________________ c) Group Dynamics:  d) _______________________ e)Cross cultural PRACTICE 2   ______________________ ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],______________ ,[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
PRACTICE 4 What does the picture refer to? What type of communication is it?
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Mr. John Maters 34 Arlington St. 1322 SF CA. USA Mr. Pedro Fuentes Customer Service Manager Hotel Liburn 1234 Main St.  2346 Liburn, GA  September 24 th  2009   Dear Mr. Fuentes: I am a frequent traveler and have been a loyal customer of your hotel for many years because I appreciate your emphasis on value and excellent service. Yet a recent episode at your hotel has made question my loyalty.  I stayed in your Lilburn, Georgia hotel, room 103, from Monday, September 1 through Thursday; September 4. Throughout my stay my towels were consistently dirty, and the bathroom plumbing was faulty. To make matters worse, one of my neighbors was extremely loud and entertained visitors until 3 A.M. I complained to the Front Desk Manager, Arnik Stahl, and requested another room but was told there were no other rooms available. No one from the hotel spoke to my noisy neighbor on my behalf. Despite my repeated complaints, it was not until the third day of my stay that the plumbing was fixed and my towels refreshed. Because of the noise, I was unable to sleep comfortably for two nights, and hence, my business meetings were far more stressful than they needed to be.  I am writing to encourage you to improve your customer service. It is extremely distressing for a loyal frequent traveler to experience such poor service. I enjoy staying at your hotel for a number of reasons. Overall the atmosphere makes me feel as comfortable as if I were home. I hate having my positive feelings about your hotel ruined by one visit. I hope this problem will be corrected price to my next visit.    Sincerely, John Maters
First Sample Paragraph I was most concerned to receive your letter dated _____________ regarding__________  Main Body Sample Paragraph Respond to each issue raised in this part of your letter... Apologise when appropriate...  I appreciate how frustrating… Show empathy - Emphasise what you  have  done or  can  do... The company aims to consistently deliver a professional service to our customers and I would like to state that on this occasion the level of service you received was  unacceptable. Closing Sample Paragraphs Create the correct lasting impression – the last thing you say, will be the first thing the customer remembers  Thank you for bringing this matter to my attention and I sincerely hope that that you will have no further cause for any complaint in relation to our service. I apologize for the annoyance/inconvenience that this may have caused to you. The company is actively working to improve service levels and your feedback has proved to be invaluable.    Letter Heading / Company logo Address Details Tel. Details Fax Details Email Address Reference Number:  Date Customer Address Details Dear xxxx,                    Re: First Paragraph Second and Subsequent Paragraphs Closing Paragraph   Yours sincerely,   John Brown   Apology: sample letter
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],VIDEOS ON EFFECTIVE COMMUNICATION
PRACTICE 4 SOLUTIONS What does the picture refer to? What type of communication is it? Intercultural communication Interpersonal com Complaint form VISUAL COM Braile editing TACTILE COM Face to face com Auditory com/visual Labtop MULTICHANNEL COM Label VISUAL COM Tapping someone’s shoulder TACTILE COM Leaflet VISUAL COM Telephone conversation AUDITORY COM Intrapersonal com Invoice VISUAL COM
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]

Weitere ähnliche Inhalte

Was ist angesagt?

10 customer service skills
10 customer service skills10 customer service skills
10 customer service skillsKelechi Okeke
 
Customer Service 101
Customer Service 101Customer Service 101
Customer Service 101Clay Staires
 
Handle Irate Customers
Handle Irate CustomersHandle Irate Customers
Handle Irate CustomersSam Wagner
 
10 Tips For Excellent Call Center Etiquette 
10 Tips For Excellent Call Center Etiquette 10 Tips For Excellent Call Center Etiquette 
10 Tips For Excellent Call Center Etiquette TalkdeskInc
 
Communication + Client Best Practices
Communication + Client Best Practices Communication + Client Best Practices
Communication + Client Best Practices Levelwing
 
How to handled angry customer
How to handled angry customerHow to handled angry customer
How to handled angry customerMoamen Said
 
Customer service skills
Customer service skillsCustomer service skills
Customer service skillsRamy Awad
 
9 Top Qualities of a Successful Call Center Agent
9 Top Qualities of a Successful Call Center Agent9 Top Qualities of a Successful Call Center Agent
9 Top Qualities of a Successful Call Center AgentTalkdeskInc
 
Delivering and Improving Effective Customer Service Training by CustomerServ...
Delivering and Improving  Effective Customer Service Training by CustomerServ...Delivering and Improving  Effective Customer Service Training by CustomerServ...
Delivering and Improving Effective Customer Service Training by CustomerServ...Atlantic Training, LLC.
 
Developing excellent customer service
Developing excellent customer serviceDeveloping excellent customer service
Developing excellent customer serviceSheryll Ico
 
CUSTOMER SERVICE ACROSS CULTURES - WORKING IN ETHIOPIA
CUSTOMER SERVICE ACROSS CULTURES - WORKING IN ETHIOPIACUSTOMER SERVICE ACROSS CULTURES - WORKING IN ETHIOPIA
CUSTOMER SERVICE ACROSS CULTURES - WORKING IN ETHIOPIAKalkidan Girma
 
Telephone Etiquette
Telephone EtiquetteTelephone Etiquette
Telephone EtiquetteSudha Koya
 
Customer service refresher
Customer service refresherCustomer service refresher
Customer service refresherLynne Reed
 
Providing Exceptional Customer Service
Providing Exceptional Customer ServiceProviding Exceptional Customer Service
Providing Exceptional Customer ServicePeter Stinson
 

Was ist angesagt? (20)

10 customer service skills
10 customer service skills10 customer service skills
10 customer service skills
 
Customer service presentation
Customer service presentationCustomer service presentation
Customer service presentation
 
Customer Service 101
Customer Service 101Customer Service 101
Customer Service 101
 
Handle Irate Customers
Handle Irate CustomersHandle Irate Customers
Handle Irate Customers
 
10 Tips For Excellent Call Center Etiquette 
10 Tips For Excellent Call Center Etiquette 10 Tips For Excellent Call Center Etiquette 
10 Tips For Excellent Call Center Etiquette 
 
Communication + Client Best Practices
Communication + Client Best Practices Communication + Client Best Practices
Communication + Client Best Practices
 
How to handled angry customer
How to handled angry customerHow to handled angry customer
How to handled angry customer
 
Customer Service
Customer ServiceCustomer Service
Customer Service
 
Customer service skills
Customer service skillsCustomer service skills
Customer service skills
 
9 Top Qualities of a Successful Call Center Agent
9 Top Qualities of a Successful Call Center Agent9 Top Qualities of a Successful Call Center Agent
9 Top Qualities of a Successful Call Center Agent
 
Delivering and Improving Effective Customer Service Training by CustomerServ...
Delivering and Improving  Effective Customer Service Training by CustomerServ...Delivering and Improving  Effective Customer Service Training by CustomerServ...
Delivering and Improving Effective Customer Service Training by CustomerServ...
 
Call Centre Training
Call Centre TrainingCall Centre Training
Call Centre Training
 
Developing excellent customer service
Developing excellent customer serviceDeveloping excellent customer service
Developing excellent customer service
 
Customer Service 101
Customer Service 101Customer Service 101
Customer Service 101
 
CUSTOMER SERVICE ACROSS CULTURES - WORKING IN ETHIOPIA
CUSTOMER SERVICE ACROSS CULTURES - WORKING IN ETHIOPIACUSTOMER SERVICE ACROSS CULTURES - WORKING IN ETHIOPIA
CUSTOMER SERVICE ACROSS CULTURES - WORKING IN ETHIOPIA
 
Telephone Etiquette
Telephone EtiquetteTelephone Etiquette
Telephone Etiquette
 
Customer service refresher
Customer service refresherCustomer service refresher
Customer service refresher
 
Providing Exceptional Customer Service
Providing Exceptional Customer ServiceProviding Exceptional Customer Service
Providing Exceptional Customer Service
 
Customer Service
Customer ServiceCustomer Service
Customer Service
 
Customer service
Customer serviceCustomer service
Customer service
 

Andere mochten auch

Communication skills
Communication skillsCommunication skills
Communication skillsFrankfinn
 
Communication in hospitality industry
Communication in hospitality industryCommunication in hospitality industry
Communication in hospitality industrySunny Tandan
 
Non verbal communication in tourism industry
Non verbal communication in tourism industryNon verbal communication in tourism industry
Non verbal communication in tourism industrycidroypaes
 
Improve communication skills
Improve communication skillsImprove communication skills
Improve communication skillsShourya Puri
 
How to improve communication skill
How to improve communication skillHow to improve communication skill
How to improve communication skillVjaddicted
 
.Verbal communication
.Verbal communication.Verbal communication
.Verbal communicationPari Fatema
 
COMMUNICATION POWERPOINT
COMMUNICATION POWERPOINTCOMMUNICATION POWERPOINT
COMMUNICATION POWERPOINTAndrew Schwartz
 

Andere mochten auch (8)

Event Report - CipikaPlayAmuse Mks 2015
Event Report - CipikaPlayAmuse Mks 2015Event Report - CipikaPlayAmuse Mks 2015
Event Report - CipikaPlayAmuse Mks 2015
 
Communication skills
Communication skillsCommunication skills
Communication skills
 
Communication in hospitality industry
Communication in hospitality industryCommunication in hospitality industry
Communication in hospitality industry
 
Non verbal communication in tourism industry
Non verbal communication in tourism industryNon verbal communication in tourism industry
Non verbal communication in tourism industry
 
Improve communication skills
Improve communication skillsImprove communication skills
Improve communication skills
 
How to improve communication skill
How to improve communication skillHow to improve communication skill
How to improve communication skill
 
.Verbal communication
.Verbal communication.Verbal communication
.Verbal communication
 
COMMUNICATION POWERPOINT
COMMUNICATION POWERPOINTCOMMUNICATION POWERPOINT
COMMUNICATION POWERPOINT
 

Ähnlich wie Communication for Customer service

classcommunicationpp-pptxp-091027060639-phpapp02.pdf
classcommunicationpp-pptxp-091027060639-phpapp02.pdfclasscommunicationpp-pptxp-091027060639-phpapp02.pdf
classcommunicationpp-pptxp-091027060639-phpapp02.pdfYodhyPrabuJaya
 
Common skills in nursing
Common skills in nursingCommon skills in nursing
Common skills in nursingabdul mannan
 
Introducing communication
Introducing communicationIntroducing communication
Introducing communicationYuvraj Gupta
 
Communication part2
Communication part2Communication part2
Communication part2priya rana
 
Communication – Types and Channels of Communication – Barriers to Communication
Communication – Types and Channels of Communication – Barriers to CommunicationCommunication – Types and Channels of Communication – Barriers to Communication
Communication – Types and Channels of Communication – Barriers to CommunicationJumanul Haque
 
BUSINESS COMMUNICATION
BUSINESS COMMUNICATIONBUSINESS COMMUNICATION
BUSINESS COMMUNICATIONjyyothees mv
 
Introduction to communication
Introduction to communicationIntroduction to communication
Introduction to communicationTatenda Chityori
 
communication pannel.docx
communication pannel.docxcommunication pannel.docx
communication pannel.docxSHAIKHZUBAIR22
 
Communication for Health Education
Communication for Health EducationCommunication for Health Education
Communication for Health EducationZulfiquer Ahmed Amin
 
1.INTRODUCTION TO BUSINESS COMMUNICATION.pptx
1.INTRODUCTION TO BUSINESS COMMUNICATION.pptx1.INTRODUCTION TO BUSINESS COMMUNICATION.pptx
1.INTRODUCTION TO BUSINESS COMMUNICATION.pptxpriyankalacbcs
 
Fundamentals of visual communication unit I
Fundamentals of visual communication unit IFundamentals of visual communication unit I
Fundamentals of visual communication unit IRangarajanN6
 
PURPOSIVE COMMUNICATION SLIDES.pptx
PURPOSIVE COMMUNICATION SLIDES.pptxPURPOSIVE COMMUNICATION SLIDES.pptx
PURPOSIVE COMMUNICATION SLIDES.pptxjoel294630
 
UGC NET communication slide [Autosaved].pptx
UGC NET communication slide [Autosaved].pptxUGC NET communication slide [Autosaved].pptx
UGC NET communication slide [Autosaved].pptxteamdyuthi
 
English communication skills
English communication skillsEnglish communication skills
English communication skillssania bibi
 

Ähnlich wie Communication for Customer service (20)

classcommunicationpp-pptxp-091027060639-phpapp02.pdf
classcommunicationpp-pptxp-091027060639-phpapp02.pdfclasscommunicationpp-pptxp-091027060639-phpapp02.pdf
classcommunicationpp-pptxp-091027060639-phpapp02.pdf
 
1, 2, 3 Com
1, 2, 3 Com1, 2, 3 Com
1, 2, 3 Com
 
Common skills in nursing
Common skills in nursingCommon skills in nursing
Common skills in nursing
 
Introducing communication
Introducing communicationIntroducing communication
Introducing communication
 
Communication part2
Communication part2Communication part2
Communication part2
 
8.10.09
8.10.098.10.09
8.10.09
 
Communication – Types and Channels of Communication – Barriers to Communication
Communication – Types and Channels of Communication – Barriers to CommunicationCommunication – Types and Channels of Communication – Barriers to Communication
Communication – Types and Channels of Communication – Barriers to Communication
 
BUSINESS COMMUNICATION
BUSINESS COMMUNICATIONBUSINESS COMMUNICATION
BUSINESS COMMUNICATION
 
managerial communication
managerial communicationmanagerial communication
managerial communication
 
Introduction to communication
Introduction to communicationIntroduction to communication
Introduction to communication
 
communication pannel.docx
communication pannel.docxcommunication pannel.docx
communication pannel.docx
 
Communication for Health Education
Communication for Health EducationCommunication for Health Education
Communication for Health Education
 
SPH 107 Ch 1
SPH 107 Ch 1SPH 107 Ch 1
SPH 107 Ch 1
 
1.INTRODUCTION TO BUSINESS COMMUNICATION.pptx
1.INTRODUCTION TO BUSINESS COMMUNICATION.pptx1.INTRODUCTION TO BUSINESS COMMUNICATION.pptx
1.INTRODUCTION TO BUSINESS COMMUNICATION.pptx
 
Fundamentals of visual communication unit I
Fundamentals of visual communication unit IFundamentals of visual communication unit I
Fundamentals of visual communication unit I
 
PURPOSIVE COMMUNICATION SLIDES.pptx
PURPOSIVE COMMUNICATION SLIDES.pptxPURPOSIVE COMMUNICATION SLIDES.pptx
PURPOSIVE COMMUNICATION SLIDES.pptx
 
Communication services
Communication servicesCommunication services
Communication services
 
UGC NET communication slide [Autosaved].pptx
UGC NET communication slide [Autosaved].pptxUGC NET communication slide [Autosaved].pptx
UGC NET communication slide [Autosaved].pptx
 
English communication skills
English communication skillsEnglish communication skills
English communication skills
 
Jamshid
JamshidJamshid
Jamshid
 

Mehr von englishforyou2 (14)

Benvinguts a 2on!!!
Benvinguts a 2on!!!Benvinguts a 2on!!!
Benvinguts a 2on!!!
 
Eleccions de delegat
Eleccions de delegatEleccions de delegat
Eleccions de delegat
 
Introducing yourself
Introducing yourselfIntroducing yourself
Introducing yourself
 
Think marketing
Think marketingThink marketing
Think marketing
 
Claims and complaints
Claims and complaintsClaims and complaints
Claims and complaints
 
Think Marketing
Think MarketingThink Marketing
Think Marketing
 
Part 2
Part 2Part 2
Part 2
 
Cs 4
Cs 4Cs 4
Cs 4
 
Cs 3
Cs 3Cs 3
Cs 3
 
customer service1
customer service1customer service1
customer service1
 
4
44
4
 
Com Or Info
Com Or InfoCom Or Info
Com Or Info
 
The Story Of The River
The Story Of The RiverThe Story Of The River
The Story Of The River
 
H&D
H&DH&D
H&D
 

Kürzlich hochgeladen

M-2- General Reactions of amino acids.pptx
M-2- General Reactions of amino acids.pptxM-2- General Reactions of amino acids.pptx
M-2- General Reactions of amino acids.pptxDr. Santhosh Kumar. N
 
CapTechU Doctoral Presentation -March 2024 slides.pptx
CapTechU Doctoral Presentation -March 2024 slides.pptxCapTechU Doctoral Presentation -March 2024 slides.pptx
CapTechU Doctoral Presentation -March 2024 slides.pptxCapitolTechU
 
3.21.24 The Origins of Black Power.pptx
3.21.24  The Origins of Black Power.pptx3.21.24  The Origins of Black Power.pptx
3.21.24 The Origins of Black Power.pptxmary850239
 
PISA-VET launch_El Iza Mohamedou_19 March 2024.pptx
PISA-VET launch_El Iza Mohamedou_19 March 2024.pptxPISA-VET launch_El Iza Mohamedou_19 March 2024.pptx
PISA-VET launch_El Iza Mohamedou_19 March 2024.pptxEduSkills OECD
 
AUDIENCE THEORY -- FANDOM -- JENKINS.pptx
AUDIENCE THEORY -- FANDOM -- JENKINS.pptxAUDIENCE THEORY -- FANDOM -- JENKINS.pptx
AUDIENCE THEORY -- FANDOM -- JENKINS.pptxiammrhaywood
 
Human-AI Co-Creation of Worked Examples for Programming Classes
Human-AI Co-Creation of Worked Examples for Programming ClassesHuman-AI Co-Creation of Worked Examples for Programming Classes
Human-AI Co-Creation of Worked Examples for Programming ClassesMohammad Hassany
 
Patient Counselling. Definition of patient counseling; steps involved in pati...
Patient Counselling. Definition of patient counseling; steps involved in pati...Patient Counselling. Definition of patient counseling; steps involved in pati...
Patient Counselling. Definition of patient counseling; steps involved in pati...raviapr7
 
General views of Histopathology and step
General views of Histopathology and stepGeneral views of Histopathology and step
General views of Histopathology and stepobaje godwin sunday
 
Easter in the USA presentation by Chloe.
Easter in the USA presentation by Chloe.Easter in the USA presentation by Chloe.
Easter in the USA presentation by Chloe.EnglishCEIPdeSigeiro
 
Clinical Pharmacy Introduction to Clinical Pharmacy, Concept of clinical pptx
Clinical Pharmacy  Introduction to Clinical Pharmacy, Concept of clinical pptxClinical Pharmacy  Introduction to Clinical Pharmacy, Concept of clinical pptx
Clinical Pharmacy Introduction to Clinical Pharmacy, Concept of clinical pptxraviapr7
 
How to Solve Singleton Error in the Odoo 17
How to Solve Singleton Error in the  Odoo 17How to Solve Singleton Error in the  Odoo 17
How to Solve Singleton Error in the Odoo 17Celine George
 
How to Add a New Field in Existing Kanban View in Odoo 17
How to Add a New Field in Existing Kanban View in Odoo 17How to Add a New Field in Existing Kanban View in Odoo 17
How to Add a New Field in Existing Kanban View in Odoo 17Celine George
 
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptxSandy Millin
 
HED Office Sohayok Exam Question Solution 2023.pdf
HED Office Sohayok Exam Question Solution 2023.pdfHED Office Sohayok Exam Question Solution 2023.pdf
HED Office Sohayok Exam Question Solution 2023.pdfMohonDas
 
Quality Assurance_GOOD LABORATORY PRACTICE
Quality Assurance_GOOD LABORATORY PRACTICEQuality Assurance_GOOD LABORATORY PRACTICE
Quality Assurance_GOOD LABORATORY PRACTICESayali Powar
 
Education and training program in the hospital APR.pptx
Education and training program in the hospital APR.pptxEducation and training program in the hospital APR.pptx
Education and training program in the hospital APR.pptxraviapr7
 
P4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdf
P4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdfP4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdf
P4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdfYu Kanazawa / Osaka University
 
DUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRA
DUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRADUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRA
DUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRATanmoy Mishra
 
Prescribed medication order and communication skills.pptx
Prescribed medication order and communication skills.pptxPrescribed medication order and communication skills.pptx
Prescribed medication order and communication skills.pptxraviapr7
 
How to Make a Field read-only in Odoo 17
How to Make a Field read-only in Odoo 17How to Make a Field read-only in Odoo 17
How to Make a Field read-only in Odoo 17Celine George
 

Kürzlich hochgeladen (20)

M-2- General Reactions of amino acids.pptx
M-2- General Reactions of amino acids.pptxM-2- General Reactions of amino acids.pptx
M-2- General Reactions of amino acids.pptx
 
CapTechU Doctoral Presentation -March 2024 slides.pptx
CapTechU Doctoral Presentation -March 2024 slides.pptxCapTechU Doctoral Presentation -March 2024 slides.pptx
CapTechU Doctoral Presentation -March 2024 slides.pptx
 
3.21.24 The Origins of Black Power.pptx
3.21.24  The Origins of Black Power.pptx3.21.24  The Origins of Black Power.pptx
3.21.24 The Origins of Black Power.pptx
 
PISA-VET launch_El Iza Mohamedou_19 March 2024.pptx
PISA-VET launch_El Iza Mohamedou_19 March 2024.pptxPISA-VET launch_El Iza Mohamedou_19 March 2024.pptx
PISA-VET launch_El Iza Mohamedou_19 March 2024.pptx
 
AUDIENCE THEORY -- FANDOM -- JENKINS.pptx
AUDIENCE THEORY -- FANDOM -- JENKINS.pptxAUDIENCE THEORY -- FANDOM -- JENKINS.pptx
AUDIENCE THEORY -- FANDOM -- JENKINS.pptx
 
Human-AI Co-Creation of Worked Examples for Programming Classes
Human-AI Co-Creation of Worked Examples for Programming ClassesHuman-AI Co-Creation of Worked Examples for Programming Classes
Human-AI Co-Creation of Worked Examples for Programming Classes
 
Patient Counselling. Definition of patient counseling; steps involved in pati...
Patient Counselling. Definition of patient counseling; steps involved in pati...Patient Counselling. Definition of patient counseling; steps involved in pati...
Patient Counselling. Definition of patient counseling; steps involved in pati...
 
General views of Histopathology and step
General views of Histopathology and stepGeneral views of Histopathology and step
General views of Histopathology and step
 
Easter in the USA presentation by Chloe.
Easter in the USA presentation by Chloe.Easter in the USA presentation by Chloe.
Easter in the USA presentation by Chloe.
 
Clinical Pharmacy Introduction to Clinical Pharmacy, Concept of clinical pptx
Clinical Pharmacy  Introduction to Clinical Pharmacy, Concept of clinical pptxClinical Pharmacy  Introduction to Clinical Pharmacy, Concept of clinical pptx
Clinical Pharmacy Introduction to Clinical Pharmacy, Concept of clinical pptx
 
How to Solve Singleton Error in the Odoo 17
How to Solve Singleton Error in the  Odoo 17How to Solve Singleton Error in the  Odoo 17
How to Solve Singleton Error in the Odoo 17
 
How to Add a New Field in Existing Kanban View in Odoo 17
How to Add a New Field in Existing Kanban View in Odoo 17How to Add a New Field in Existing Kanban View in Odoo 17
How to Add a New Field in Existing Kanban View in Odoo 17
 
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx
 
HED Office Sohayok Exam Question Solution 2023.pdf
HED Office Sohayok Exam Question Solution 2023.pdfHED Office Sohayok Exam Question Solution 2023.pdf
HED Office Sohayok Exam Question Solution 2023.pdf
 
Quality Assurance_GOOD LABORATORY PRACTICE
Quality Assurance_GOOD LABORATORY PRACTICEQuality Assurance_GOOD LABORATORY PRACTICE
Quality Assurance_GOOD LABORATORY PRACTICE
 
Education and training program in the hospital APR.pptx
Education and training program in the hospital APR.pptxEducation and training program in the hospital APR.pptx
Education and training program in the hospital APR.pptx
 
P4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdf
P4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdfP4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdf
P4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdf
 
DUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRA
DUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRADUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRA
DUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRA
 
Prescribed medication order and communication skills.pptx
Prescribed medication order and communication skills.pptxPrescribed medication order and communication skills.pptx
Prescribed medication order and communication skills.pptx
 
How to Make a Field read-only in Odoo 17
How to Make a Field read-only in Odoo 17How to Make a Field read-only in Odoo 17
How to Make a Field read-only in Odoo 17
 

Communication for Customer service

  • 1. COMMUNICATION “ Communication is one of the most persuasive, important, and complex aspects of human life.” (Littlejohn, 2002, p.3)
  • 2. COMMUNICATION OR ONLY INFORMATION?
  • 12.
  • 13. 1. 8 ELEMENTS OF COMMUNICATION 1.SENDER : the person who transmits a message, the subject of the communication 2. RECEIVER : the person who receives the message. 3.MESSAGE : the content of the transmission. Some times it can be distorted for multiple reasons; that is why we have to try to transmit messages in a positive way even though their content is negative. Ex1. Positive way: “we will find a solution to your problem.” Negative way: “Your problem has no solution.” Ex2. Positive way: “you won’t loose anything trying to do it.” Negative way: “anything you do will be useless.”
  • 14. 4. MEDIUM or CHANNEL :this is the instrument we use to establish communication. i.e. radio, tv, internet, etc. 5. NOISE, OBSTACLES, BARRIERS : something or someone that makes communication unsuccessful or impossible. I.e interferences when talking on the phone, someone interrupting a conversation between two people, or when one of the two people involved in the communication is thinking of something other than what the second person is saying. 6. CODE : the group of symbols used to transmit a message. It is important to choose the correct code in order to have a good communication according to the receiver. The language is a code, if our client speaks English we must choose the English language as a code in order to achieve a good communication.
  • 15. 7. ENCODING AND DECODING : (Stuart Hall) This is the process by which a message is understood. 8.FEEDBACK : This is the response of the receiver
  • 16. Here the elements of communication are a) Source: A’s brain b) Sender: the transmitting device that A uses to communicate with B (e.g. mouth, hands, eyes, gestures etc.) c) Message: the idea or thought conveyed by conversation, expression etc. d) Channel: the medium through which the message travels (e.g. air, sound waves, light waves etc.) e) Receiver: The receiving device used by B to receive the message (e.g. B’s eye, ear etc.) f) Destination: B’s brain g) Feedback: the response from B h) Noise source: the words or actions of person ‘C’ that interrupts the communication between person ‘A’ and person ‘B’ Model of communication According to Claude Shannon (1916- ), the basic elements of any general communication system includes the following: a) Source b) Sender c) Message d) Channel e) Receiver f) Destination and g) Noise source An Illustration: Let us consider that person ‘A’ and person ‘B’ are communicating with each other. Person ‘C’ interrupts the communication between A and B (illustrated in figure 1)
  • 17. COMMUNICATION FOR CUSTOMER SERVICE . INTERACTIVE COMMUNICATION: in customer service there are 2 main functions of communication: 1. DIRECT INFORMATION SERVICE. In this situation informants (senders) need the client to be communicative and capable of expressing his/her needs clearly. You can use different mediums, from words to written documents or Internet. 2. COMPLAINTS AND ENQUIRIES SERVICE In these situations it is important to establish a verbal communication and that the data and documents of the case are registered in written language . Someone who wants to work in a hotel has to take into account that establishing a clear, fluent and appropriate communication is fundamental to obtain good results. Establishing the right channels in the customer service department is one of the most important tasks of the service.
  • 18.
  • 19. 1. A uditory communication. Messages are perceived through the sense of hearing. Words, music, sounds and noises take part in this type of communication. In the hospitality sector we can establish auditory communication through different media according to activity and objectives: Direct conversation or face to face communication Phone conversation Radio broadcasting, etc.
  • 20. 2. Visual communication. Messages are perceived through sight. Sign, gestures and images are very important when communicating. There are different media: Letters Contracts. Labels Slides, etc . Complaint forms Invoices Leaflets
  • 21. 3. Tactile communication Messages are perceived through the sense of touch. Affection is conveyed through tactile sensations. Shaking hands or tapping someone’s shoulder can have positive or negative effects, so it is necessary to be very respectful in this matter and know cultural conventions. There are different mediums: Braille Touching someone, etc. Greetings at meetings and negotiations
  • 22. 4. Multichannel communication Messages are perceived through different senses at a time. There are different media through which this is possible: Tv Video Computer
  • 23. CHANNELS OR MEDIUMS OF COMMUNICATION
  • 24. 3. TYPES OF COMMUNICATION according to the people involved Human communication is the field dedicated to understanding how people communicate. It may be broadly classified as, a ) Intrapersonal Communication : people communicating among themselves (e.g. daydreaming, reading aloud) b) Interpersonal Communication : people communicating with others. c) Group Dynamics : communication within groups d) Organizational Communication : Communication within an organization e) Cross cultural communication : Communication across cultures
  • 25.
  • 26. According to Dr. Steele, the precondition for lies in effective communication. The 7 preconditions for success : (Dr. Steele, 2006) 1. Pay Attention : Always pay attention when someone communicates. 2. Mutual Needs : All Communication is based on mutual needs. 3. Circular communication – All communication is circular in nature.( e.g. Giving feedback based on actions or deeds) 4. Communication is language based : For example, in the field of technology we may have a problem where the managers do not understand technical jargon. 5. Purpose : It is necessary to know the purpose of communication in a conversation. Knowing the purpose provides a better focus. 6. One needs to be cooperative but not competitive 7. Human communication is an art and not a science. success
  • 27.
  • 28.
  • 29.
  • 30.
  • 31.
  • 32.
  • 33.
  • 34.
  • 35.
  • 36.
  • 37. Here the elements of communication are a) Source: A’s brain b) Sender: the transmitting device that A uses to communicate with B (e.g. mouth, hands, eyes, gestures etc.) c) Message: the idea or thought conveyed by conversation, expression etc. d) Channel: the medium through which the message travels (e.g. air, sound waves, light waves etc.) e) Receiver: The receiving device used by B to receive the message (e.g. B’s eye, ear etc.) f) Destination: B’s brain g) Feedback: the response from B h) Noise source: the words or actions of person ‘C’ that interrupts the communication between person ‘A’ and person ‘B’ PACTICE 1: elements of communication
  • 38.
  • 39.
  • 40. PRACTICE 4 What does the picture refer to? What type of communication is it?
  • 41.
  • 42.
  • 43. First Sample Paragraph I was most concerned to receive your letter dated _____________ regarding__________ Main Body Sample Paragraph Respond to each issue raised in this part of your letter... Apologise when appropriate... I appreciate how frustrating… Show empathy - Emphasise what you have done or can do... The company aims to consistently deliver a professional service to our customers and I would like to state that on this occasion the level of service you received was  unacceptable. Closing Sample Paragraphs Create the correct lasting impression – the last thing you say, will be the first thing the customer remembers Thank you for bringing this matter to my attention and I sincerely hope that that you will have no further cause for any complaint in relation to our service. I apologize for the annoyance/inconvenience that this may have caused to you. The company is actively working to improve service levels and your feedback has proved to be invaluable.   Letter Heading / Company logo Address Details Tel. Details Fax Details Email Address Reference Number: Date Customer Address Details Dear xxxx,                   Re: First Paragraph Second and Subsequent Paragraphs Closing Paragraph   Yours sincerely,   John Brown   Apology: sample letter
  • 44.
  • 45.
  • 46. PRACTICE 4 SOLUTIONS What does the picture refer to? What type of communication is it? Intercultural communication Interpersonal com Complaint form VISUAL COM Braile editing TACTILE COM Face to face com Auditory com/visual Labtop MULTICHANNEL COM Label VISUAL COM Tapping someone’s shoulder TACTILE COM Leaflet VISUAL COM Telephone conversation AUDITORY COM Intrapersonal com Invoice VISUAL COM
  • 47.
  • 48.
  • 49.
  • 50.