Communicating with Customers

• To help
participants learn
how to effectively
communicate
with customers
and thus enhance
business.
1. Learning to Listen
effectively to make
customers feel
understood.

2. Learning to say it well to

communicate effectively

3. Learning effective body

language tips to facilitate
communication
Session Statement
Effective Communication
1. Learning to Listen well to make
customer feel understood
A. Stages of Listening
B. How to be a good listener
 C. When you listen well
• Customers feel
understood
• They feel respected
• They have a cathartic
feeling
• They become ready to
hear your side of the
story
• You impress them and
win over business.
Activity –Chinese Whisper
2. Learning to say it well to
communicate effectively
 A. How to say it well to communicate
effectively?
• Good Morning and
welcome to ......... How
may I help you?
• Please be seated
• Please be comfortable
while.........
• Thank you for
visiting......... , have a nice
day
• Would you like to have a
cup of tea/glass of water
• Sir/Madam, How was your
stay?
• Sure sir/madam, I will do
it right away
• Sir, could you hold for a
minute, I am getting a call
on the other line
• Sir, I am on the other line,
could I please call you
back after 5 min. Thank
you.
• Thank you for holding the
call.
 B. Energy Zappers

• No. • We better not

• I can’t
• That won’t work
• It’s too hard
• We could never do that
• We’ve tried that before
• I don’t have time
• I’m too busy
• You don’t understand
• You can’t do that
• We don’t want to
change things
• Sounds good but......
 C. Energy Chargers
• Yes
• I can • I never would have thought
of that
• You can
• I’m happy for you
• Let’s try it
• Will you (rather than you
• I like it will)
• Sounds good • You could (rather than you
• I agree should)
• Great job • How can I help?
• I am glad you thought of • Thank you
that • I’m sorry
• I appreciate your effort. • I made a mistake
• I know you can do it • What can I do to correct this?
• Good for you
3. Role of Body Language in Effective
Communication
A. Importance of Body Language in
Communication
 B. Body Language tips for effective
communication
• Maintain eye contact with • Uncross your arms and
customers legs
• Smile to stimulate good • Sit up or stand straight,
feelings don’t lean
• Use your hands when • Don’t fidget as it shows
communicating nervousness
• Mirror to show • Firm handshake
agreement. • Take notes when
• Voice down to show you something important is
are in control being told.
• Do not pick at something
C. Body Language can change your
mood
 Song
• When you are happy
and you know, clap
your hands (2)
When you are happy
and you know and you
really want to show
when you are happy
and you know, clap
your hands.
• Repeat with: Stamp
you feet, snap your
fingers, say hello.
• To help
participants learn
how to effectively
communicate
with customers
and thus enhance
business.
1. Learning to Listen
effectively to make
customers feel
understood.

2. Learning to say it well to

communicate effectively

3. Learning effective body

language tips to facilitate
communication