PRESENTS PRESENTS A process in which ideas, messages and meanings are transmitted A process in which ideas, messages and meanings are transmitted The transference and understanding of meaning The transference and understanding of meaning What is Communication? What is Communication? Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Noise Media Media Sender Sender Encoding Encoding Message Message Decoding Decoding Receiver Receiver Response Response Feedback Feedback The Communication Process The Communication Process MEDIUM OF COMMUNICATION MEDIUM OF COMMUNICATION MEDIUM OF COMMUNICATION MEDIUM OF COMMUNICATION Decide your outcome Decide your outcome At a broader level purpose of communication might be to:  Persuade  Inform  Motivate  Impress  Warn  Gain information  Understand feelings  Solicit opinions  Entertain  Propose  Explain  Suggest  Frighten  Summarize Every call is an opportunity to enhance customer relationship Callers on the telephone have basic needs that must be addressed: To be recognized and remembered To feel valued To feel appreciated To feel respected To feel understood To feel comfortable about a want or need [...]... want to know the person they OFFER TO HELP are dealing - Capitalize on the positive by asking “How may I help you” AVOID BLIND TRANSFERS - handling transfers professionally is the hallmark of outstanding telephone skills How to avoid “Blind” Transfers 1 Ask the caller whether he or she can hold or offer to take a message 2 Tell the caller to whom they’re being transferred 3 Stay on the line until your... promised action Callers know they are dealing with “experts” in any given situation Callers understand important information more efficiently DO: Continue to enhance your product expertise Improve your telephone service Use references in an efficient way Use easy-to-understand examples and analogies to explain complex issues DON’T: Guess about critical information Blame coworkers for error Use outdated... control of your own emotions Use empathy to reflect caller’s feelings Realize that your customer’s satisfaction is your success Extend yourself to resolve difficult problems DON’T: Deal only with task and technical problems Show impatience Judge the caller’s feelings Let one negative call “bleed” into the next one Following through on caller’s reques is the most enduring service transacti Callers know that . Every call is an opportunity to enhance customer relationship Callers on the telephone have basic needs that must be addressed: To be recognized and remembered. TRANSFERS - handling transfers professionally is the hallmark of outstanding telephone skills How to avoid “Blind” Transfers 1. Ask the caller whether he