Session 3 n n n n n WORK

Session 3 n n n n n WORK = Workplace Skills Recap on Slogans Activity Recap on FISH Philosophy #2: Make Their Day Recap on Diversity in Customer Service Presentation Decisions Chapter 2 FISH Philosophy # 3: Be There Chapter 3 Assignment #3 OMP #3

Session 3 – Ch 1 Slogans Activity A. B. C. D. E. F. G. H. I. Your friend in the digital age It’s everywhere you want to be We would rather be the best than apologize for anything less Have it your way! When you’re here, you’re family Be the first to know Where there’s a helpful smile in every aisle What can Brown do for you? Your life…your path…your choice A. B. C. D. E. F. G. H. I. Cox Visa Dingman’s Collision Ctr Burger King Olive Garden CNN Hy-Vee UPS MCC

Session 3 – Recap on Fish #2: Make Their Day n “There’s a lot of times that people are walking by with grim looks on their faces. They’re grouchy. They don’t wanna buy fish. They don’t have any money. Life is horrible. And we’ll say something and we’ll acknowledge them. And they’ll turn around and smile and say ‘Hi’, and they’ll stop and talk to us for a little bit. They come by here. They’re walking away. They’re holding their wife and playing with their baby. And I know we made their day. They don’t have to buy nothing (anything!). And we know they are walking away with a smile on their face. ”

Session 3 – Recap on Diversity

Session 3 - Chapter 1 Class Response on Diversity n What is diversity? Diversity is a different way to say difference Any thing that sets one person apart from another. Diversity is a wide range of people with different characteristics and cultural backgrounds List of choices or variety n n n n n What categories of diversity can you think of? Age Race Musical styles Personality Sexual orientation life styles (adults-children) Culture Religion n n

Session 3 - Chapter 1 Diversity What is diversity? Diversity is a variety of dimensions of identity that shape who we are and how we view the world n What is identity? How we view ourselves and how others view us. n

Session 3 – Ch 1 Diversity = Dimensions of Identity n n n n Age Class / Caste / Socio-economical status Culture (dis)Ability Educational status Ethnicity Gender Language Marital Status National Origin / Citizenship Race Sexual preference Spirituality / Faiths / Religion / Belief Systems Veteran Others?

Session 3 – Ch 1 n Why is understanding diversity important in customer service?

Session 3 – Presentation Decisions n n n Are you going to do your presentation in a group or by yourself? Get contact information of your teammates Group: Sheree, Melisa, Ruth, Reasha, Michelle, & Heather Individual: Kristen, Eric, Libby, & Delores Undecided: Alyssa, Mikel, & Marion

Session 3 – Book Info Turn to page 17 (5 th ed) n From here on out the textbook it broken into four major topics that equate to L I F n E

Session 3 - Chapter 2 What does the power of personality mean?

Session 3 - Chapter 2 Personality gives us the opportunity to provide a powerful way to create A+ experiences for customers.

Session 3 - Chapter 2 What is a behavior?

Session 3 - Chapter 2 2 Rules of Communication 1. Anything can and will communicate 2. The receiver of the message determines what it means – Yikes!

Session 3 - Chapter 2 Communication Styles Aggressive n Assertive n Passive-Aggressive n

Session 3 - Chapter 2 Two Interrelated Personalities n n The employee The overall culture/personality of the business: organizational culture

Session 3 - Chapter 2 15 Behaviors That Taken Together Convey Personality 1. Greet Customer Like Guests 2. Break the Ice 3. Compliment Freely and Sincerely 4. Communicate with People by Name 5. Talk to Customers with Your Eyes – 3 I’s 6. 7. 8. Ask Often “How am I doing? ” Listen with More Than Your Ears Communicate Please, Thank You, You’re Welcome

Session 3 - Chapter 2 15 Behaviors, cont. 9. 10. 11. 12. 13. 14. 15. Reassure Customers In Their Decision To Do Business With You – Buyer’s Remorse Smile Use Good Telephone Techniques Reach Out and Touch Them – Appropriate Touching Enjoy People and Their Diversity Be Positive About Selling Watch Your Dress, Grooming, and Workplace Attractiveness

Session 3 - Chapter 2 3 I’s of Eye Contact 1. Intimacy 2. Intimidation 3. Involvement

Session 3 - Chapter 2 Organizational Action Tips that Convey a Customer-Centered Culture Company’s Appearance and Grooming n Get Customers to Interact with Your Organization I like fun! n Correspond Regularly n Use Hoopla and Fun (“Fish”) n Reward the Right Actions – Needs to be n tilted toward great customer service n Stay Close After the Sale

Session 3 - Chapter 2 A Final Thought…………. Individual and organizational behaviors are conveyed to customers via little things. Often people are unaware of how they are coming across.

Session 3 – FISH – Be There

Session 3 – Switching to Chapter 3

Session 3 – Chapter 3 Is anyone listening to me! n Yes, I hear you fine. n But you’re not listening to what I am saying! n Ever been in this kind of a situation?

Session 3 – Chapter 3 Page 40 - …of the four basic communication skills – reading, writing, speaking, and listening – only one is not formally taught in English. RDLS 0100 Reading Strategies ENGL 0960 Fund. of College Writing ENGL 1010 English Comp I SPCH 1010 Public Speaking Where’s the listening? (Studying other languages usually has a listening component. )

Session 3 – Chapter 3 What is the difference between listening and merely hearing? Class Ideas:

Session 3 – Chapter 3 Cocktail party effect – pg 41 Take into account if you were obstructed from seeing the person you were trying to communicate with. Perhaps there are people passing between you two.

Session 3 – Chapter 3 3 categories of the listening process: 1. Internal elements a) b) 2. Environmental elements a) b) c) 3. The signs or sounds must be received by the receiver The receiver must possess a set of meanings Our individual listening capacity The presence of noise The use or misuse of gatekeepers Interactional elements a) b) Self-centeredness – vested interest Self-protection – anticipate conv.

Session 3 – Chapter 3 Action Tips 1. 2. 3. 4. 5. 6. Stop talking Prepare to listen Avoid faking attention – “wide asleep listener” Be patient, defer disagreement Listen for more than the facts Bite your tongue before interrupting Reinforce the customer with positive nonverbal and verbal cues 8. Solicit clarification 9. Minimize the number of gatekeepers 10. Try counterattitudinal advocacy 11. Take notes 7.

Session 3 Role playing Action Tips in Chapters 2 &3 n Read Chapters 4 & 5 n Assignment #3 n n OMP #3