"Our lives are not determined by what happens to us, but how we react to

what happens;
Not by what life brings us, but by the attitude we bring to life.
A positive attitude causes a chain reaction of positive thoughts, events, and
outcomes.
It is a catalyst...a spark that creates extraordinary results."
--author unknown
Put Yourself in Your Customers
Place!

Your Customers
Perspective:
Whats In It For Me

WIIFM
WIIFM

3
 Revisiting the Service
Excellence Formula
First Impressions, Cycle of Service,
Greeting the Customer
Stressors and Burnout
Plus
Cycle of Service, Communication, Determining Needs
WIIFM, Listening, HEAT , Plus
Dealing with Difficult Customers Meeting Needs
First Impressions, Cycle of Service, Plus
Communication, WIIFM, Listening, Making the Moment Memorable
HEAT, Dealing with Difficult Plus
Customers, Stressors and Checking Results
Burnout, Telephone Skills. Plus
Leaving the Door Open
Equal
SERVICE EXCELLENCE

4
 COMMUNICATION IS
EVERYTHING!!!
COMMUNICATION IS everything you do
or say
or dont do or dont say
Good or Bad you communicate!

IMPRESSIONS are formed

in as little as 5 - 7
SECONDS!
 What is Communication?
Words = 7% WHAT you say (verbal)
Tone = 38% HOW you say it (v & non-v)
Body Language = 55% What you DONT say but
DO say (non-verbal

Facial Expressions account for 95%

of your non-verbal language
 Congruent Communication
Congruent Communication happens when
Your WORDS match your TONE and your
BODY LANGUAGE
Choose your WORDS carefully
Make sure your TONE matches the message you are
making
Control your BODY LANGUAGE (facial expressions,
posture, gestures, eye contact, touch, etc. all
communicate)

Your WORDS, TONE & BODY LANGUAGE can compliment

or contradict what you are trying to say.
Put it All Together SOFTEN your
Communication Skills!
SMILE the
IN G is
S T E N nt
Open Posture ACT IV E L I
y c om p o n e
e n t ar r b a l
lim - v e

Lean Forward comp yo u r n on

h o n in g k ills
to a t ion s
n ic
Tone of Voice comm
u

Eye Contact
Nod to Acknowledge
 How Do our Customers
Communicate??
There are FOUR types of Customers
1. PRAISERS (Happy & will tell you so)
2. PATRONS (Happy but wont say anything)
3. TALKERS (Unhappy and are sure to let you
know)
4. WALKERS (Unhappy and just leave, never to
return) APPRECIATE the
TALKERS!!!
Communication

____%
58 of communication consists of body
language

____%
35 is expressed through tone of voice

____%
7 is communicated through words

10
 Communication is a 2-way
Process
Communication skills involve: sender

Listening to others (Receiving) message

Asserting/ Expressing (Sending)

receiver

sender

Barriers
receiver
 The Communication Equation
What you hear
Tone of voice
Vocal clarity
Verbal expressiveness 40% of the
message

What you see or feel

Facial expression
Dress and grooming
Posture/ Body Language
Eye contact
Touch
Gesture 50% of the
message

WORDS.. ONLY 10% of the message!

 Effective Communication Skills
Eye contact & visible mouth
Body language
Some questions

Effective
Encouragement Communication skills silence
to continue

Summarising Checking for understanding

what has been said Smiling face
 Communication

Five Elements Involved in

Communication

1. Sender
2. Channel of Communication
3. Receiver
4. Feedback
5. Physical Environment

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The Communication Process
MESSAGE

SENDER MEDIUM RECEIVER

FEEDBACK

15
 The Communication Process

1. The message must be clear. This means

importance is given to diction.

2. The receiver must pay attention to the

content and establish good eye contact.

3. The source must be credible.

4. The receiver must be willing and able to

act.

16
 Communication

Types of Communication

1. Non-Verbal
2. Verbal communication
3. Interpersonal communication
4. Formal communication
5. Informal communication
6. One way communication
7. Two way communication

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Barriers to Communication

FILTERING

SELECTIVE PERCEPTION

EMOTIONS

LANGUAGE

NON-VERBAL CUES

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 Barriers to Effective
Communication
Language Noise

Time Distractions

Other people Put downs

Barriers to
effective communication
Too many Lack of interest
Questions

Distance Disability

Discomfort
with the topic
How to Overcome Barriers

Using Feedback

Simplifying Language

Using Neutral Words

Listening Actively

Watching Non-Verbal Cues

Being Sensitive to Cultural Differences

Being Sensitive to Gender or Age Differences

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 How to Listen to Customers
Active listening = Attending skills (being ready)

Attend to immediate needs (if you need to finish

something before giving your full attention)
Being available
Eye contact
Attentive posture
Concentration
 Following Skills
This opens the door to further
communication

Invitations
Questions
Encouragement
Empathetic Silence
 Questioning Skills

Open Questions

Closed Questions

Paraphrasing

Check for
Understanding
 Reflective Skills
Keeps the door open for further
communication

Paraphrasing
Reflecting Facts
Reflecting Feelings
Reflecting Silence
Summarising
Choosing your Words
Useful Phrases
 Using Your Voice
Do you

Become loud when angry or upset

Speak faster when nervous

Speak slowly when tired or bored

Have a cheerful voice

My tone of voice is warm and understanding

Find it easy to talk to people you dont know

Control your tone in most situations

Sound bossy, weak or unsure

Have a clear and easy-to-hear voice

Speak in a very formal or very trendy manner?

Think about how you might modify your voice in certain

situations
Dealing With Difficult
Customers

Deal with EMOTIONS first, then deal

with the PROBLEM!

26
The customer may not always be right,
but the customer is always the
customer!

27

Hear them out

Empathize with them

Apologize to them

Take action
28
 Taking the Heat
Hear them out
Empathize
Apologize
Take responsibility for action.
Hear them out
Hear them out moment
Validate feelings
How do you hear customers out?
Invite their story to be shared
How do you listen with the intent
Be careful to not assume
to listen and not the intent to
respond?

Empathize Moment
Empathize Moment
How do I practice empathy with
It makes sense vs. I understand
my customers?

Apologize Moment
Apologize Moment
How do you apologize for the
Right / Wrong vs. Apology
situation and not the concern?

Take responsibility Moment Take responsibility Moment

What can you do? Actions and next steps!

How can you apply the HEAT formula to your most difficult customer?
 Listening Vs. Hearing
LISTENING IS:

Voluntary

Requires conscious effort

Includes physical involvement

Includes mental involvement

HEARING IS:

Automatic

Involuntary

Unconscious

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 Five Steps For Effective
Listening

1. Stop what you are doing and acknowledge

the speaker.

2. Avoid any distractions.

3. Concentrate on what the other person is

trying to tell you.

4. Think: What is the message?

5. Provide an immediate response to the

speaker.
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Barriers to Effective Listening

Noise

Technology (Beepers/Cellular phones)

Attitude

Not paying attention

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 Stressors and Burnout

Please complete these statements.

Stress is

How do people react differently to stress?

How do you cope with stress?

How can we reduce stress and prevent burnout?

33
 Remember

1. A SMILE & eye contact tell your customers youre

happy to see them and want to help.
2. Good posture makes you look confident, alert, &
professional.
3. Your body language should say Welcome, Im
interested in you, not Go away, or youre not
important.
4. Give your customers your full attention.

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 Remember
1. Pay attention to customers body language so you
can respond quickly & effectively if youre losing
them.
2. Be patient and polite!
3. Tell your customers how long an action will take.
Ask if they can wait or arrange for a follow-up
appointment.
4. Make sure you have all the information you need
from your customer BEFORE you end the
conversation.
5. Investigate and act to resolve the customers
complaint within ONE day.
35
A Positive Organisational Image

First impressions count and will affect the interaction. People make
judgements in the first 30 seconds.

Golden Rule You only have one chance

to make a first impression!
Factors Affecting the Quality of
Service

Reliability

Confidence

Responsiveness

Efficiency

Consistency

Organisation

Acceptance of and adherence to policies

and procedures
Moment of Truth or the aha experience

Strong Culture of Commitment ensures

Moments of Truth.
Jan Carlson, in his book, Moments of Truth,
calls every customer interaction a moment
of truth, and every moment of truth is an
opportunity to make a favorable impression
on your customer.
 And what else??????
We communicate in person but also through:
*E-Mail *Telephone *Texting
*Written Correspondence *Facebook
-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Answer Promptly Be polite Follow Through

SMILE Say Thank You & Please
Be Patient Think about your spelling/grammar
And always follow the PLATINUM
RULE
Active Listening Skills
 ACTIVE
LISTENING
Communication
s
Unsung Hero!
 We were given two ears but only
one mouth. This is because
listening is twice as hard as
talking.
-Anonymous

Active listening takes

work.
 The Two Tracks of Listening

HEARING Average speaker says 125 words per minute

LAG TIME
THINKING You can process 400+ words per minute Rehearsing
Coordinating
thoughts
Wandering
Of

Your job is to stay on track

with your speaker!
Active Listening Tools
Listen
Observe
Verify
Empathize

Its the LOVE formula for efective

listening
Active Listening Tools
Taking the HEAT
H = Hear them out
E = Empathize with the situation
(I see you feel __________
because___________ )
A = Apologize for what has
happened
T = Take Action