This document discusses effective communication skills for customer service. It covers various communication methods like verbal, non-verbal, written and telephone communication. It emphasizes the importance of listening skills, appropriate tone, body language and personal grooming in interactions with customers. The document also provides tips for making and receiving calls professionally and for handling difficult customers politely.
9. EBS Communications Chp 8, 2008 What are the most common ways or methods on how we COMMUNICATE with our classmates or people around us? Ways of Communication
14. EBS Communications Chp 8, 2008 ACTIVITY 1 Complete the exercise on page 212 of your textbook
15. Internal & External Communication in a Business Organisation Supervisors Subordinates Colleagues Internal (Takes place within the workplace) Downward flow Upward Flow Horizontal flow
16. EBS Communications Chp 8, 2008 Communication Flow in a School (Teaching Staff) HORIZONTAL COMMUNICATION FLOW DOWNWARD COMMUNICATION FLOW UPWARD COMMUNICATION FLOW PRINCIPAL HOD MT HOD MATH HOD SCI HOD HUMANITIES VICE-PRINCIPAL HOD C&T TEACHER TEACHER TEACHER TEACHER TEACHER
18. STAFF & CUSTOMERS SUPPLIERS GENERAL PUBLIC I need to communicate with the outside world!!!! Brochures Emails Letters Phonecalls Faxes Place Orders Advertisements
19. ACTIVITY 2 Complete the exercise on page 215 of your textbook
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21. Importance of Effective Communication MISCOMMUNICATIONS MISUNDERSTANDING TURNING CUSTOMERS AWAY STRAINED WORKING RELATIONSHIPS TO AVOID
22. Benefits of Effective Communication IMPROVE COMPANY’S IMAGE STRONGER EXTERNAL BUSINESS RELATIONSHIP BETTER INTERNAL WORKING RELATIONSHIPS RESULTS IN
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24. Verbal Communication Skills TONE OF VOICE SPEAK CLEARLY BE COURTEOUS SHORT SENTENCES
25. ACTIVITY 3 Complete the exercise on page 220 of your textbook
34. MAIN ASPECTS OF GOOD WRITING SKILLS PRESENTATION Proper Salutation Correct format/layout Clear/Neat Writing TONE Choose the right words CLARITY Simple words Short Sentences Correct Grammar & Punctuation Correct Spelling CONTENT Ensure information is complete
52. A Call for Mr Charlie Sales Manager - Mr Charlie Customer – Ms Lucy Receptionist – Ms Sally
53. Transferring an Incoming Call Ms Lucy calls in to look for Mr Charlie. Her call is being transferred by Sally, the receptionist
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55. Putting an Incoming Call on Hold Ms Lucy calls in to look for Mr Charlie. Her call is being transferred by Sally, the receptionist
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57. Making Outgoing Local Calls Sally, the receptionist, is making an outgoing local call to Mr Brown who is out of office
58. Using a normal phone – Pick up the receiver and listen for the dial tone. Using a normal phone – Dial the telephone number. Using an extension – Dial the telephone number Using an extension – Pick up the receiver, dial 9 and listen for the dial tone . When the call is answered, ask for the person you wish to speak to and identify yourself: ‘Hello, may I speak to Mr Charlie, please? This is Sally speaking.’ When the call is answered, ask for the person you wish to speak to and identify yourself: ‘Hello, may I speak to Mr Charlie, please? This is Sally speaking.’
59. Handling Incoming call from a nuisance caller Sally, the receptionist, receives a nuisance call.
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61. Write & Complete Telephone Message Form To:___________________________________________ Date:_______________ Time:_____________________ While you were out Mr / Miss / Mrs Of Phone Telephoned you Please call Returned your call Will call again Wants to see you Urgent Message: _______________________________________ _______________________________________________ _______________________________________________ _______________________________________________ _______________________________________________ Call taken by: ______________ Date: ______________________ Time: ______________________ Name of person taking down the message Date and time of call Message Caller’s name Name of person caller wishes to speak to Caller’s company name & contact no.
62. What are 8 Principles in Handling Difficult Callers?
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72. Good personal grooming means being appropriately dressed, and having a neat and smart, well-groomed appearance