Customer Care in ICT

Verbal Communication
Unit code: 321                             Unit reference number: J/601/3507

 

Non-Verbal Techniques
-Eye contact with employee's on their arrival is important to make sure they are aware of your presence. Not maintaining eye contact during a conversation can give the impression or boredom or rudeness.
-Body language can be used to make team members look approachable to employees e.g. do not cross your arms.
-Hand gestures can emphasise your enthusiasm for a product and make explanations clearer
-Even if there are no employees in sight, it is unprofessional to slouch around.
-Smiling when talking. (Even on the phone)

-Listen carefully to details such as the spelling of names, addresses and phone numbers. Any errors due to inattentiveness can cause problems further down the line e.g. with deliveries.

-It is important not just to HEAR the Employees but to LISTEN to their questions/ complaints so that the appropriate action can be taken for those employees exact needs.


Positive and Negative Language
POSITIVE LANGUAGE:
-Friendly welcomes and polite introductions
-Compliments to the employees
-Thanking the employees for their payment/custom
-Addressing the employees as Sir/Madam
-Politeness and courteousness come across most clearly in your language.

NEGATIVE LANGUAGE:
-Swearing
-Moaning
-Sarcasm or rudeness
-Shouting
-It is important not to be overly casual or informal with Employees.

Active Listening
It is important to make sure that the employees knows you are listening to them and want to help them with their query or take their complaint seriously.

An active listener would use the following techniques:
-Body language e.g. Nodding as the employees talks
-Summarising their query/ complaint to show you understand
-Paraphrasing what you are going to do to help them/solve their problem.
-Being aware of facial expressions to show interest rather than boredom.

Listening Barriers
-Background music that is turned up too loud can hinder verbal communication and create an unfriendly atmosphere. It is important that songs/radio stations are vetted so that no swearing/ inappropriate music will be played.
-Team members should avoid having too many chats outside of their breaks when Employees are present. This can cause unnecessary distraction from Employees who may be seeking help or advice.
-If the store's phone line is often very busy there should be someone close by at all times to limit the noise and distraction it may cause. A phone that rings on and on also suggests disorganised uncaring staff.
Types of Questions
When taking to Employees or on the phone there are different types of questions that are needed to be asked so the correct answers can be given, such as:

Closed questions
A closed question is where the question is answerd by a Yes or No.

Examples of closed question:
Are you feeling better?
Is this the only computer in the lab?
Do you know if this computer has ever had this problem before?


Open questions
A open question is where the question can be answerd with a sentanse or a list.

Examples of open questions:
How do you know if this computer is working at its full capability?
Can you explain how to use this instrument?
Can you list what software is installed on this computer?


Verbal communication is essential to good employees service both while in the main lab and dealing with Employees queries or complaints over the telephone.

Whilst selling:
-A friendly tone of voice when asking employees if you can help them will encourage employees to talk to you. This is the first point of contact with the employees and verbal communication is an important part of forming this first impression.
-Members of the store team represent the store and brand and slang, swearing, sarcasm and moaning presents a negative, unprofessional and inappropriate impression.

Whilst on the phone:
-Politeness is crucial, especially if an employee is complaining as poor verbal communication can only cause them further agitation.
-It is important to speak clearly and slowly so that there is no room for confusion.