Presented by Performance Consultingof Natick, MA

mia@performance-consulting.com508.650.0770

©Performance Consulting 2012

Introduction: Customer Focus Demonstrating Effective Service Your Voice: Communication Continuum Communication Channels Spoken Communication Elements Emotions and Assertive Communication Written Communication Examples and Analysis Activity

Responsiveness Reliability Assurance Empathy Tangibles

How do we translate these customer evaluation criteria into conversations, written or verbal?

Responsiveness SLA Dictates Date/Time Stamp Indicates “I’m happy to help you with that” –

convey willingnessReliability Quality of Solutions Availability and Knowledge of Technicians

“I assure you that the objects are being downloaded correctly. Attached is an Excel sheet comparison.”

“This has been escalated to X team for investigation and I will be sure to update you in five days or sooner as new information is available.”

“I apologize for the delay.” “Thank you for your patience.” “We will continue to monitor the test for several

days to be sure the issue is resolved.”

“This is important. Here’s what we’ll do…” “I understand this is critical. I’ll escalate

this immediately.” “This sounds urgent. I’ll need some

additional information to begin resolving this issue…”

Please provide specific statements that you use to convey assurance or empathy.

What do we mean by “tangible evidence of service”?

Please provide examples.

Hint: written communication

Formal – Informal Business Focus – Technical Focus Relationship Focus – Solution Focus Fact - Opinion Direct – Indirect Culture Aggressive – Assertive – Passive

In which areas do you encounter challenges?

Verbal: Face to face Telephone Voicemail Virtual meetingWritten: Email Text Chat Virtual meeting – PowerPoint slides

Paralanguage Rate Volume PitchKinesics Movement Non-verbal/body language Eye ContactProxemics Use of space Distance between speaker and listener

Clear and direct Goal-oriented Collaborative Co-operative Honors individual rights

1. Facts2. Feelings3. Shared goals 4. Needs5. Request

What does audience need to know? How will information be used? Is the information written clearly? How much time will the audience invest? What is most important to the audience?

Individually, please read the assigned document.

Please identify specific ways to improve the communication.

Feel free to write on the handout pages.

Completely read the customer’s email to understand the request/incident

Confirm the request/incident by paraphrasing Ask questions to begin investigating the issue

and gathering important details Use clear, concise, descriptive language Use active voice Be sure the information you provide is accurate Avoid the perception of arguing with a client Avoid idioms, humor Use the telephone for 2-way communication Use short sentences, short paragraphs

Salutation/greeting – use customer’s name Opening – acknowledge the customer and

request Choice of words – avoid “you”; “you should” Be careful not to be too abrupt or brief Empathy and assurance statements Punctuation and capitalization Professional close and signature block

Proofread for intent vs. impact “I resent the expense report” “no ring is too expensive for you”

Use spell check Take a break before sending or publishing Ask a manager or peer to read Respond or respond to all? Use bullets or number steps Avoid acronyms or introduce properly Emoticons? Fonts?

1. Completely read email or email thread to understand problem itself, impact and urgency

2. When responding, acknowledge the problem and the client3. Confirm your understanding of the issue4. Clearly convey next steps to client5. Assure the client that you will proactively communicate

until the problem is resolved6. If known, communicate approximate time frame or range

for resolution or next update7. Demonstrate progress by conveying what has been done,

what is the next step, when the client can expect the next update

8. Proactively communicate internally with Tim and Engineering

9. Document changes and progress

5 Groups, each at a different table 5 Volunteers Exchange contact information Wait for signal to begin

Complete activity Discuss and receive elapsed time/team

Thank you!Questions?