Ch2 - Comm & Cust. Service Skill

personal communication style

a choice each support agent makes about their interaction with users

reduction of support staff productivity

dissatisfied customers lead to

Appreciative Listening

empathy, respect, and dignity

develop empathy and reach consensus understanding

how to build understanding

Use sincere greeting

how to provide sincere and positive first impression

naturally

how to use scripts

facial expression & body language

importance of nonverbal cues examples

Discriminative Listening

knowledge level and mood

Comprehensive Listening

understand message totally and accurately

interrupt

what you wouldnt do if you were listening carefully

comprehensive & critical

which 2 listening purposes are focused on a lot

therapeutic & relational

which 2 listening purposes are probably most important

listening, understanding, & responding

3 essential communication skills

sincere greeting scripts appropriately effective tone & style nonverbal cues

4 aspects of responding effectively

discriminative, comprehensive, critical, therapeutic, appreciative, and relational

6 types of listening purposes

Therapeutic Listening

ID chances to give positive support

reflect your understanding in response

What you do when you hear or read a customer

Critical Listening

analyze and evaluate message

Customer Service Ethic

client relationships and satisfaction are most important item

Relational Listening

rapport, small talk