顾客服务之有效沟通

COMMUNICATION“Communicationisoneofthemostpersuasive,important,andcomplexaspectsofhumanlife.〞(Littlejohn,2002,p.3)1COMMUNICATIONORONLYINFORMATION?234567891011SENDER-->CHANNEL-->RECEIVERSENDER-->CHANNEL-->RECEIVERRECEIVER<--CHANNEL<--SENDER

INFORMATION:isthecontentofamessage,thesensationswereceivefromthemediuminwhichwefindourselves.Itiscomposedof3parts:

COMMUNICATION:istheactionoftransmittinginformation.Itscomponentsare.Agoodprofessionalofthehospitalityindustryhastobegoodatcommunicationthroughtechnologyandatinterpersonalcommunication,thatiswhywewillstudywhatkindsofcommunicationthereareandhowtobegoodatthem.Inhospitalityactivitiesdifferentmodelsofcommunicationareusedaccordingtoeachsituationtakingintoaccount:TheobjectivesThepeopleinvolvedintheprocessThecontextCommunicationwiththeclienthastobebidirectional,therehastobeafeedback,theclienthastobeareceiverbutalsoamessenger.Thismeansthatthemostimportantthingistolisten!!.Allcommunicationhasinformationbutnotallinformationiscommunication.121.8ELEMENTSOFCOMMUNICATION1.SENDER:thepersonwhotransmitsamessage,thesubjectofthecommunication2.RECEIVER:thepersonwhoreceivesthemessage.3.MESSAGE:thecontentofthetransmission.Sometimesitcanbedistortedformultiplereasons;thatiswhywehavetotrytotransmitmessagesinapositivewayeventhoughtheircontentisnegative.Ex1.Positiveway:“wewillfindasolutiontoyourproblem.〞Negativeway:“Yourproblemhasnosolution.〞Ex2.Positiveway:“youwon’tlooseanythingtryingtodoit.〞Negativeway:“anythingyoudowillbeuseless.〞

134.MEDIUMorCHANNEL:thisistheinstrumentweusetoestablishcommunication.i.e.radio,tv,internet,etc.5.NOISE,OBSTACLES,BARRIERS:somethingorsomeonethatmakescommunicationunsuccessfulorimpossible.I.einterferenceswhentalkingonthephone,someoneinterruptingaconversationbetweentwopeople,orwhenoneofthetwopeopleinvolvedinthecommunicationisthinkingofsomethingotherthanwhatthesecondpersonissaying.6.CODE:thegroupofsymbolsusedtotransmitamessage.Itisimportanttochoosethecorrectcodeinordertohaveagoodcommunicationaccordingtothereceiver.Thelanguageisacode,ifourclientspeaksEnglishwemustchoosetheEnglishlanguageasacodeinordertoachieveagoodcommunication.147.ENCODINGANDDECODING:(StuartHall)Thisistheprocessbywhichamessageisunderstood.8.FEEDBACK:Thisistheresponseofthereceiver15Heretheelementsofcommunicationare

a)Source:A’sbrain

b)Sender:thetransmittingdevicethatAusestocommunicatewithB(e.g.mouth,hands,eyes,gesturesetc.)

c)Message:theideaorthoughtconveyedbyconversation,expressionetc.

d)Channel:themediumthroughwhichthemessagetravels(e.g.air,soundwaves,lightwavesetc.)

e)Receiver:ThereceivingdeviceusedbyBtoreceivethemessage(e.g.B’seye,earetc.)

f)Destination:B’sbrain

g)Feedback:theresponsefromB

h)Noisesource:thewordsoractionsofperson‘C’thatinterruptsthecommunicationbetweenperson‘A’andperson‘B’Modelofcommunication

AccordingtoClaudeShannon(1916-),thebasicelementsofanygeneralcommunicationsystemincludesthefollowing:a)Sourceb)Senderc)Messaged)Channele)Receiverf)Destinationandg)Noisesource

AnIllustration:Letusconsiderthatperson‘A’andperson‘B’arecommunicatingwitheachother.Person‘C’interruptsthecommunicationbetweenAandB(illustratedinfigure1)16 COMMUNICATIONFORCUSTOMERSERVICE.INTERACTIVECOMMUNICATION:incustomerservicethereare2mainfunctionsofcommunication: 1.DIRECTINFORMATIONSERVICE.Inthissituationinformants(senders)needtheclienttobecommunicativeandcapableofexpressinghis/herneedsclearly.Youcanusedifferentmediums,fromwordstowrittendocumentsorInternet. 2.COMPLAINTSANDENQUIRIESSERVICEInthesesituationsitisimportanttoestablishaverbalcommunicationandthatthedataanddocumentsofthecaseareregisteredinwrittenlanguage.Someonewhowantstoworkinahotelhastotakeintoaccountthatestablishingaclear,fluentandappropriatecommunicationisfundamentaltoobtaingoodresults.Establishingtherightchannelsinthecustomerservicedepartmentisoneofthemostimportanttasksoftheservice.172.TYPESOFCOMMUNICATIONaccordingtothesenseusedThereare3sensesimpliedinthecommunicationprocess: Vision

hearing

touch.Tasteandsmellcanalsobeconsidered.Alsowehavetoconsidercommonsense,whichisthemostimportantforcustomerservice. Thereforewecanestablish4typesofcommunication:181.Auditorycommunication.Messagesareperceivedthroughthesenseofhearing.Words,music,soundsandnoisestakepartinthistypeofcommunication.Inthehospitalitysectorwecanestablishauditorycommunicationthroughdifferentmediaaccordingtoactivityandobjectives:

Directconversationorfacetofacecommunication

Phoneconversation

Radiobroadcasting,etc.192.Visualcommunication.Messagesareperceivedthroughsight.Sign,gesturesandimagesareveryimportantwhencommunicating.Therearedifferentmedia:LettersContracts.LabelsSlides,etc.ComplaintformsInvoicesLeaflets203.TactilecommunicationMessagesareperceivedthroughthesenseoftouch.Affectionisconveyedthroughtactilesensations.Shakinghandsortappingsomeone’sshouldercanhavepositiveornegativeeffects,soitisnecessarytobeveryrespectfulinthismatterandknowculturalconventions.Therearedifferentmediums:

Braille

Touchingsomeone,etc.Greetingsatmeetingsandnegotiations214.MultichannelcommunicationMessagesareperceivedthroughdifferentsensesatatime.Therearedifferentmediathroughwhichthisispossible:

Tv Video Computer22CHANNELSORMEDIUMSOFCOMMUNICATION233.TYPESOFCOMMUNICATIONaccordingtothepeopleinvolvedHumancommunicationisthefielddedicatedtounderstandinghowpeoplecommunicate.Itmaybebroadlyclassifiedas,

a)IntrapersonalCommunication:peoplecommunicatingamongthemselves(e.g.daydreaming,readingaloud)

b)InterpersonalCommunication:peoplecommunicatingwithothers.

c)GroupDynamics:communicationwithingroups

d)OrganizationalCommunication:Communicationwithinanorganizatione)Crossculturalcommunication:Communicationacrosscultures24Ananalysis:Fromtheillustrationandthelistedcomponentsofcommunication,itcanbeinterpretedthatcommunicationisnotjustwhatwesay.Communicationmayoccurbymeansofconversations,expressions,gesturesorvisualsense.Buteffectivecommunicationoccursonlywhenthethreeimportantaspectsofcommunicationareintherightproportion:

1)visual(usedinseeing:thevisualsense)2)audio(pertainingto,oremployedinthetransmission,reception,orreproductionofsound)and3)kinesics(thestudyofbodymovements,gestures,facialexpressions,etc.,asameansofcommunication)

Therefore,ingeneral,humancommunicationmaybedefinedas,“theprocessinwhichallofthethreeimportantaspectsofcommunicationareinvolvedintherightproportion,inordertoexchangeinformationbetweenhumansinaneffectivemanner.〞25AccordingtoDr.Steele,thepreconditionforliesineffectivecommunication.

The7preconditionsforsuccess:(Dr.Steele,2006) 1.PayAttention:Alwayspayattentionwhensomeonecommunicates.

2.MutualNeeds:AllCommunicationisbasedonmutualneeds.

3.Circularcommunication–Allcommunicationiscircularinnature.(e.g.Givingfeedbackbasedonactionsordeeds)

4.Communicationislanguagebased:Forexample,inthefieldoftechnologywemayhaveaproblemwherethemanagersdonotunderstandtechnicaljargon.

5.Purpose:Itisnecessarytoknowthepurposeofcommunicationinaconversation.Knowingthepurposeprovidesabetterfocus.

6.Oneneedstobecooperativebutnotcompetitive

7.Humancommunicationisanartandnotascience.success

264.BusinessCommunicationtechniquesforeffectivecommunicationWHENCOMMUNICATINGWITHACUSTOMER,THESENDERHASTO:Thinkbeforespeaking,establishalogicalpath.Expressyourselfinaclearandcorrectmannertakingintoaccountthereciever’scharacteristics:language,culturalposition,etc.Inordertochoosethecorrectcode.Alwaysusepositiveformsofexpression,donotbepessimistic,beASSERTIVE.Emitonemessageatatime,donotmixcontents.Donotgivemoreinformationuntilyouknowthereceiverhasunderstoodyourlastmessage.Use,ineachcase,therightchanneltoestablishcommunication.Avoid“badvibrations〞,avoidnoisesourcesthatcanmakecommunicationdifficulttoestablish.Ininterpersonalcommunicationalwayschooseaclosewayofcommunciation.Itisbettertosmileandgiveconfidencetotheclient(keepingdistance)27THERECEIVERHASTO:Avoidlosingthemessage;payattentionandtrytounderstandwhatitmeans.Ifnecessary,Informthesenderthathis/hermessagehasnotbeenconveyedsothathe/shecanclarifyit.Askforanexplanationfromthesenderofthemessageaboutthingswhichareunclear.Aknowledgethathis/hermessagehasbeenreceived.28Correspondingwithyourcustomersisusefulin:Givinginformationabouteventswemayorganize.Sendinginformationaboutcampaigns.Writinganapology.Sendingleafletsorcatalogues.Informinghim/herabouttheresultsofanyprocedureshe/shemayhaveaskedfor.Sendingforms.Etc.A.CORRESPONDENCE:29TIPSFORWRITINGLETTERSWhenwritingaletterwehavetotakeintoaccount:Thereasonfortheletter.Theobjectivesoftheletter.Informationaboutthereceiver/sOrganizingyourideasaboutwhatyouwanttosayandhow.Writeinaclearmanner,avoidingdifficultsentences.Youmustinclude4parts: a.Introduction,tocapturethereceiver’sattention. b.Thebodywhichexplainswhyareyouwriting.Wemustadoptthereceiver’sprespective.Itisbettertogivefirstthebadnewsandthegoodnewslast. c.Theconclusioninaccordancewiththebodyoftheletter. d.Theclosingwithafinalsentence,i.e.“lookingforwardto…〞Readandchekyourdraft.Personalizeyourletter.Registerit.Sendtheletterthroughtheappropriatechannel:urgentmail,registeredmail,regularmail,etc.

30B.TELEPHONINGWhenspeakingonthetelephoneyoushouldtakeintoaccount:Whenyoucall:Makesurewehavetherightnumbernoteddown.Youshouldoftenupdatedirectories.Havedocuments,informationandargumentsready.Pickupthephone,waitforthetone,dialthenumber,identifyyourselfandyourcompanyandaskforthepersonordepartmentyouwanttotalkto.Allwaysidentifyyourselfandyourcompanyfirst.Identifythepersonyouaretalkingto.Ifwedon’ttalktothepersonwewantedto,notedownnameandpositionofthepersonwearespeakingwith.Itisusefultohaveanotebookforregisteringyourcalls.Somecompaniesuseformsforthispurpose.31Whenyouanswerthephone:Pickupthephoneandidentifyyourselfandyourcompany,i.e“HotelRoyale,MariaGonzalezspeaking,howcanIhelpyou?〞Yourtoneofvoicemustbepositive.Thepersoncallingusshouldfeelthatwearegladtoreceivehis/hercall.Ifthepersonthecallerwantstospeaktoisnotavailable,youmustnotedownthemessageandletthecallerknowthatyouwillpassonhis/hermessage.Ifwehavetonotedownnamesandsurnames,checkspellingtoavoidmistakes.32C.THEINTERVIEWInacustomerservicejobwewilloftenusethistechnique.

Ifthereisapreviousappointment:Makesureyouknowthenameofthepersonorpeoplethatwillcometotheinterview,positionandinstitutionstowhichtheybelong.Searchcomplementaryinformationabouttheinstitution. MakesureyouknowtheInterviewobjectives.Ifthereisnopreviousappointment:

Askforthevisitor’sbusinesscard.Listentohis/herproposal.Makeafastevaluation.Donotmakeanydecisonsonthemove.Studythecasecarefullyandengageingivingananswerinastatedperiodoftime.Ifyouareinacustomerserviceposition.

Sayhellotothepersonweareassisting.Identifyhimorherandidentifyyourself.Listencarefullytounderstandthereasonforthequery.Askforanyexplanationsnecessarytounderstanditfully.Ifpossible,offerananswerinmediately,otherwisegiveatimelimittoofferananswer.Notedowntheresultoftheinterviewonacardincludingthedataofthevisitorandthereasonforthevisit.Saygoodbyepolitely.

3334D.PRESENTATIONSTIPSIfyouhaveafreechoiceoftopic-chooseasubjectyouknowwell.Attheendofyourpresentation,youwillbeaskedtoansweradditionalquestions,soithelpsifyouareknowledgeableabout,andcomfortablewith,yoursubjectarea.Thinkaboutyouraudience-howyoucankeeptheirattention?Pitchthecontentofyourpresentationattheappropriatelevelforyouraudience.Structureyourpresentationwellandsticktoit-makesurethereisaclearintroduction,abodyandaconclusion.Assessorswillbelookingforawell-structuredtalk,withalogicalflowandaclearbeginning,middleandend.Donotcramtoomuchontoyourslides-justusebulletpointsandkeywords.Youwantyouraudiencetolistentowhatyouaretellingthem,notjusttoreadahead.Livenupyourslideswithpictures,photos,graphsandwhereappropriate.Donotgointotoomuchdetail-beclearandconciseandkeeptotime.Atthebeginning-remembertointroduceyourselfandyourpresentationconfidentlyatthebeginning,Donotreadfromapreparedscript-glancebrieflyatnotesorpromptcardsinstead.Practicebeforehand-ifyoucan,andfamiliarizeyourselfwiththeAVequipment.Attheend-besuretoendyourpresentationconfidently,ratherthancomingtoadeadstopwhenyourunoutofthingstosay.Evenifyouarenervousandgladtohavegotitoutoftheway,makeabriefandclearconclusion,summarizingwhatyouhavepresentedandthensaysomethinglike:‘Thatconcludesmypresentation.Thankyouforlistening.Arethereanyquestions?’35UsefulexpressionsforpresentationsPartsExpressionsIntroductionGoodmorning,mynameis…andIamgoingtotalkabout…Mytalkisinthreeparts:1....,2.…,3…Therewillbetimeforquestionsattheendofthepresentation.MainbodyLet’sstartwith….NowI’dliketomoveonto…Anotherpointisthat…Also…Finally…VisualsAsyoucanseeinthepicture…Thisgraphshowsyou…Thischartillustrates…Takealookat…SummarizingThatbringsmetotheendofmypresentation.I'vetalkedabout…Tosummarize,I…Inconclusion:…ClosingThanksalotforyourattention,arethereanyquestions?Thankyouforlistening,andnowifthereareanyquestions,Iwouldbepleasedtoanswerthem.1.ELEMENTSOFCOMMUNICATION

Messenger(Source)Receiver(Destination)MessageMediumorChannelNoisesourceCodeEncoding/DecodingFeedback

2.TYPESOFCOMMUNICATIONaccordingtothesenseusedAuditoryVisualTactileMultichannel3.TYPESOFCOMMUNICATIONaccordingtothepeopleinvolveda)Intrapersonalb)Interpersonal

c)GroupDynamics

d)Organizationale)Crosscultural

COMMUNICATION0.INFORMATION4.TECHNIQUESFOREFFECTIVECOMMUNICATIONCORRESPONDENCETELEPHONINGINTERVIEWSPRESENTATIONS36Heretheelementsofcommunicationare

a)Source:A’sbrain

b)Sender:thetransmittingdevicethatAusestocommunicatewithB(e.g.mouth,hands,eyes,gesturesetc.)

c)Message:theideaorthoughtconveyedbyconversation,expressionetc.

d)Channel:themediumthroughwhichthemessagetravels(e.g.air,soundwaves,lightwavesetc.)

e)Receiver:ThereceivingdeviceusedbyBtoreceivethemessage(e.g.B’seye,earetc.)

f)Destination:B’sbrain

g)Feedback:theresponsefromB

h)Noisesource:thewordsoractionsofperson‘C’thatinterruptsthecommunicationbetweenperson‘A’andperson‘B’PACTICE1:elementsofcommunication37ELEMENTSOFCOMMUNICATION____________________________________________________________TYPESOFHUMANCOMMUNICATIONa)Intrapersonalb)_______________________

c)GroupDynamics:

d)_______________________e)Crosscultural

PRACTICE2

______________________

Messenger(Source)________________Message________________NoisesourceCodeEncoding/Decoding____________

______________________________________________________________38PRACTICE3

Completethesentences:Aletterisatypeofcommunicationthatinvolvesthe___________senseIncustomerserviceisimportanttohave_____________fromyourclient.Whencommunicatingweusea____________,inourcaseitisEnglishLanguagewhichiscomposedwiththealphabet.Notall_____________is_____________,butall___________has___________Thereare_____typesofcommunicationaccordingtothepeopleinvolved:____________________________________________________________Thesenderisthepersonwho__________________information.Encodinganddecodingis__________________________________________Anemailis______________communication.Avideoconferenceis___________________communication.Pinchingsomeone’sarmis__________________communication.Successdependson__________________________________Incustomerservicethereare2functionsofcommunication:_______________and_____________________13.Someofthepossiblechannelsofcommunicationare:______________________________________________________________________________________14.Thechannelisthesameasthe__________________39PRACTICE4Whatdoesthepicturereferto?Whattypeofcommunicationisit?40PRACTICE5Answerthequestions:Whatshallwedoifwedon’tunderstandthemessageourcustomerwantstoconvey?____________________________________________________________________________________________________________________________________________________________Whatarethemainpurposesofcorrespondence?____________________________________________________________________________________________________________________________________________________________Whatpartsshouldaletterinclude?____________________________________________________________________________________________________________________________________________________________Whatshallwedowhenwecan’ttalktothepersonwewantedtoonthephone?____________________________________________________________________________________________________________________________________________________________5. Whenspeakingonthephonewhatshallwedowhennotingnamesdown?____________________________________________________________________________________________________________________________________________________________Whatshouldwetakeintoaccountwhenweareworkinginacustomerserviceposition?____________________________________________________________________________________________________________________________________________________________41PRACTICE6Readthefollowingletter.

Identifythemainparts.Doesitfollowthetipsforwritingletters?How?Draftananswertotheletterfollowingthetips.Herearesometipstowritealetterofapology:

42 Mr.JohnMaters 34ArlingtonSt. 1322SFCA.USAMr.PedroFuentesCustomerServiceManagerHotelLiburn1234MainSt.2346Liburn,GASeptember24th2021

DearMr.Fuentes:IamafrequenttravelerandhavebeenaloyalcustomerofyourhotelformanyyearsbecauseIappreciateyouremphasisonvalueandexcellentservice.Yetarecentepisodeatyourhotelhasmadequestionmyloyalty.IstayedinyourLilburn,Georgiahotel,room103,fromMonday,September1throughThursday;September4.Throughoutmystaymytowelswereconsistentlydirty,andthebathroomplumbingwasfaulty.Tomakemattersworse,oneofmyneighborswasextremelyloudandentertainedvisitorsuntil3A.M.IcomplainedtotheFrontDeskManager,ArnikStahl,andrequestedanotherroombutwastoldtherewerenootherroomsavailable.Noonefromthehotelspoketomynoisyneighboronmybehalf.Despitemyrepeatedcomplaints,itwasnotuntilthethirddayofmystaythattheplumbingwasfixedandmytowelsrefreshed.Becauseofthenoise,Iwasunabletosleepcomfortablyfortwonights,andhence,mybusinessmeetingswerefarmorestressfulthantheyneededtobe.Iamwritingtoencourageyoutoimproveyourcustomerservice.Itisextremelydistressingforaloyalfrequenttravelertoexperiencesuchpoorservice.Ienjoystayingatyourhotelforanumberofreasons.OveralltheatmospheremakesmefeelascomfortableasifIwerehome.Ihatehavingmypositivefeelingsaboutyourhotelruinedbyonevisit.Ihopethisproblemwillbecorrectedpricetomynextvisit.

Sincerely,JohnMaters43FirstSampleParagraph

Iwasmostconcernedtoreceiveyourletterdated_____________regarding__________

MainBodySampleParagraph

Respondtoeachissueraisedinthispartofyourletter...Apologisewhenappropriate...Iappreciatehowfrustrating…

Showempathy-Emphasisewhatyouhavedoneorcando...ThecompanyaimstoconsistentlydeliveraprofessionalservicetoourcustomersandIwouldliketostatethatonthisoccasionthelevelofserviceyoureceivedwas

unacceptable.ClosingSampleParagraphs

Createthecorrectlastingimpression–thelastthingyousay,willbethefirstthingthecustomerremembersThankyouforbringingthismattertomyattentionandIsincerelyhopethatthatyouwillhavenofurthercauseforanycomplaintinrelationtoourservice.Iapologizefortheannoyance/inconveniencethatthismayhavecausedtoyou.Thecompanyisactivelyworkingtoimproveservicelevelsandyourfeedbackhasprovedtobeinvaluable.

LetterHeading/CompanylogoAddressDetails

Tel.Details

FaxDetails

EmailAddressReferenceNumber:

Date

CustomerAddressDetails

Dearxxxx,

Re:FirstParagraph

SecondandSubsequentParagraphs

ClosingParagraph

Yourssincerely,

JohnBrown

Apology:sampleletterPRACTICE7(withqualification)Youaregoingtoprepareashortpresentationononeaspectofeffectivecommunication.Searchtheinternet:

a.1.Chooseavideofromnextpage.Telltheteacherwhichvideohaveyouchosen. a.2.Watchthevideoandtakenotes. a.3.Lookforpictureswhichmaysupportyourpresentation.Writetheideasinorderonapieceofpaperanddecidehowwillyoudividetheinformationindifferentslides.WriteyourpresentationwithPowerPoint.

VERYIMPORTANT:ASKTHETEACHERTOHELPYOU IFYOUHAVEPROBLEMS44(bettercommunicationskills)4.22(easy,withtext.Interpersonalcommunication))3.03(easy,withtext.Knowyourmessage,fearcontrolinoralpresentations)4.06(withtextconversationskills)6.35(withtext,whatthelistenerwants)7.15://youtube/watch?v=wjO6TKE6Lbs&feature=related(withtext,gesture)7.08(withtext,daydreaming,telephoning,complaining,etc)6.31(Thisgivesyousillyandusefultipsonhowtorememberpeople’snames)4.16(Thisgivesyouinformationabouthowtocomplain)

3.11(Abodylanguageexpertgivestipsonhowtomakeagoodfirstimpression)2.35(howtoavoidlaughing)2.55(stressinasentenceanddifferentmeanings)2.25(veryfunny,badlanguage!)1.13(bodylanguage,gestures)1.40(bodylanguage)6.08VIDEOSONEFFECTIVECOMMUNICATION45PRACTICE4SOLUTIONS Whatdoesthepicturereferto?Whattypeofcommunicationisit?InterculturalcommunicationInterpersonalcomComplaintformVISUALCOMBraileeditingTACTILECOMFacetofacecomAuditorycom/visualLabtopMULTICHANNELCOMLabelVISUALCOMTappingsomeone’sshoulderTACTILECOMLeafletVISUALCOMTelephoneconversationAUDITORYCOMIntrapersonalcomInvoiceVISUALCOM46PRACTICE3SOLUTIONSCompletethesentences:AletterisatypeofcommunicationthatinvolvestheVISIONsenseIncustomerserviceisimportanttohaveFEEDBACKfromyourclient.WhencommunicatingweuseaCODE,inourcaseitisEnglishLanguagewhichiscomposedwiththealphabet.Notal