Page 14 - CUST SVC TEXTBOOK 2020

C) Leading
- To guide customers to desired answers

- To confirm information and understanding

- “Would you agree to take the whole package if I offered you a discount?”
- “I take it that you already know the correct way to eat this?”

D) Reflective

- To repeat orconfirm something the customer has said or implied

- “So, what you are saying is you don’t like this dish?”
- “Am I right to say that you are angry?

5.3 Aids and Hindrances to Communication

There are many things that can help or prevent communication. A communication aid helps
Service Providers communicate more effectively with customers. On the other hand,
hindrances prevent Service Providers from communicating effectively with them.

To help Service Providers communicate effectively with customers, they must remind
themselves of the following: Mindmaps

1. Physical State
- Know how they feel physically as being unwell can affect how they talk

2. Distractions

- Remove distractions like loud music, mobiles, etc.
3. Concentration

- Pay attention to what customers tell them

4. Right attitude

- Be willing to understand the customers’ point of view
5. Listen

- Listen actively to receive the correct message from customers

6. Language / words

- Use a language or words that customers understand
7. Deliver promise

- Match what they say and do what they just said.

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