ONE STOP Customer Service Training Objectives Today we will look at: Why customer service is important Communicating effectively with customers Creating a positive impression The skills needed for excellent customer service Planning good customer service Handling difficult customers Ice Breaker • • • • • • • S E R V I C E Exercise • Why bother with customer service? • Who are our customers? • What do our customers want? (more on this later) Vision – The best place to live and
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Smiling is a facial expression that is understood by everyone‚ regardless of culture‚ race‚ or religion; it is internationally known. In the lecture held at the University of TED in 2011‚ Ron Gutman‚ founder of the HealthTap Company‚ states that a simple smile has the power to make things better. Accordingly‚ he refers to a smile as a superpower. He explains that the act of smiling itself makes you feel better rather than smiling being a result of feeling good. So the purpose of this lecture may
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A Powerful Means of Communication Most people understand that communication can be transmitted through written word and speech. Books‚ magazines‚ letters‚ satellite‚ television‚ videos‚ computers‚ radio‚ the Internet‚ email and cell phones are vital tools used to relay such communications. However‚ the smile is one of the strongest communication tools‚ and many spend their entire lives not knowing how to properly use it. Does this include you? Are you missing out on sharing your smile with
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language is way more important than what we say. There is a good saying that actions are louder than words‚ which is proof for scientific research that humans express what they want to say by 7% for Words and 93% for body posture‚ gestures‚ facial expressions‚ eye movements. That is Body language and it can help you in relationships‚ in business‚ and it is crucial to our daily life. We practice non-verbal communication every day‚ when we interact with someone else. If observed carefully‚ we can
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idea of how the look on her face is. How her facial expression is) side 195‚ line 27 “his mood was alert and steady in this scene‚ as well as being sullen” ( a simlie. a mood cant be alert and steady) side 195‚ line 29 long looks(Metafor. long look. Gives us an idea how it may look‚ it does paint a picture in our mind) side 196 line “while their eyes roved over the boys and girls in their care” ( eyes can’t rove over people‚ but it is an expression‚ that make pictures in our
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Multicultural Communication ECN405 – Management in a Global Economy Colorado State University Global Campus Instructor: Barbara – Leigh Tonelli Submitted: August 17‚ 2014 Introduction In this clip‚ the ICRC (International Committee of the Red Cross discuss how the Red Cross performs humanitarian aid within the political climate and upheaval of the modern world. Members of the board include someone from Great Britain‚ Switzerland‚ France‚ and Belgium. The discussion between persons from
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In the age of technology people treats internet as an enjoyable way of spending free time. Chatting online using applications such as MSN and Facebook is becoming an increasingly popular method for finding romantic partners. Online encounters allow you the opportunity to get to know people from all over the world‚ time and distance are no longer limiting factors for the participants to communicate‚ all they have to do is to send messages or emails and patiently wait for replies from their ideal targets
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to effectively de-escalate a crisis situation. The Crisis Escalation Spiral Triggers and Warning Signs Certain features may serve as warning signs to indicate that a person may be escalating. The Crisis Escalation Spiral Tense and angry facial expressions Increased or prolonged restlessness‚ Poor concentration Body tension‚ Reporting anger or violent feelings Delusions or hallucinations with violent General over-simulation of vital signs. increased RR‚BP‚HR‚ Sweating The Crisis Escalation
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para-verbal communication and must ask the client‚ what they are really thinking and feeling. The SOLER are for the 1) eye contact it is essential‚ majority of the time and showing face movement. This can be gestures‚ head movement and facial expression. 2) keep still‚ not to fidget do not rock back and forth‚ play with your hair or clothes or hands. 3) Personal space ‚ not too far near about 2-3 feet apart is a comfortable distant. 4) Posture sitting up straight or even leaning towards
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somewhat reflected on the hypothesis. More volunteers had higher scores after the test was over than lower scores. Further research may include increasing the number of volunteers. Results from this experiment may help Kinesics when studying facial expressions and body behavior. RESEARCH QUESTION: How can you tell the difference between a real and fake smile? HYPOTHESIS: H1: If people were tested to see if they could determine a real smile from a fake smile‚ then most people will not determine
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