4.0 Interpersonal Skills
In this section I am going to say why interpersonal skills are important to customer service.
Interpersonal Skills relate to the way you behave when you are dealing with other people and they are important because it makes communication clear.
Attitudes, Behaviour, First impression are aspects of interpersonal skills
The attitude of a staff to customer the first time they come in matter because that is their first impression and that’s what they will tell other people about the business
In a Supermarket if a customer asks where an item and the employee replies “go away” is to the customer it will put them off and they wouldn’t come back
Behaviour this is closely linked to attitude because this influences what you do and why you do it. A friendly person will normally behave in a cheerful way also if u enjoys working with people you will normally behave in a courteous and thoughtful way
5.0 Communication Skills
In this section I am going to talk about communication skills
Communication Skills are important to customer service. It is crucial that information is clear and accurate. In customer service employees must be able to explain company’s policies to customers and answer question about product and service.
Tone, Pace, Pitch of voice, Slang and Listening are aspects of communication skills
Tone is difference between the way you talk to a supervisor and your friend. Tone is how informal or formal you are and the tone of your voice
Slang includes word used informally such as waste of space, chill. None should be used in business when talking to an external customer.
Pace relates to the speed at which you speak and should be varied depending on your audience.
Listening skills are invaluable in business particularly in the following situations e.g. when a customer is telling you about his or her needs or preferences, when you are been given information to give to someone.
Pitch of voice relates to how you sound. A low pitched voice is deep and gruff, a high pitched voice easily sound shrill. Varying your pitch makes you sound more interesting and enables you to hold people attention better if you speak in a monotone
6.0 Customer Service Situations
I am going to explain which skills are important in the following situation face to face, on the telephone, email, urgent situations, and difficult situations; either it is Interpersonal Skills, Presentation Skills, Communication Skills.
Face to Face: I assume communication skills are the most essential skills when an employee is facing a problem face to face because although your presentation and interpersonal skills is important the employee is facing them and the way he communicates matter. The most important communication skills is their listening skills because it will show how effective they are to deal with the problem
Telephone: I assume communication skills are the most essential skills when an employee if dealing with a problem on the phone because
Email: I believe that skills are the most imperative when an employee is emailing a customer about
Urgent Situations: In an urgent situation communication skills are the most important they are important because
Difficult Situations: In an difficult situation communications skills are imperative due to the fact that
