1. Team B
Aizell Bernal
Kathleen Mae Bacani
Maria Boni
Renan Bargo
Mr. Abelito Quiwa
MKTG 1
6:00-9:00 PM
MONDAY

2. OUTLINE
I. Communication
i. Definition of Communication
ii. Types of Communication
II. Building Customer Intelligence
i. Definition of Customer Intelligence
ii. Definition of Relationship Marketing
III. Methods of Communication
i. Listening
ii. Writing
iii. Talking
iv. Reading
v. Nonverbal expression

3. OUTLINE
IV. Listening
i. Types of Listening
ii. Characteristics of a good listener
iii. How to improve your listening skill
V. Voice Inflection As a Customer Service
Tool
i. Definition of Voice Inflection
ii. Definition of Pitch
iii. Characteristics of the person you are
iv. How to improve your voice inflection
VI. Telephones and Customer Service
i. Seven steps in answering a call
ii. Tips to better interact with customers over the
telephone

4. OUTLINE
VII. Words to Use/Words to Avoid
i. List of words to use
ii. List of words to avoid
VIII. Power Phrases
i. Ten examples of power phrases
IX. Power of Eye Contact
i. Definition of eye contact
ii. Importance of eye contact
X. Appeal to the Senses in
Communication
i. Examples of customer service

5. OUTLINE
XI. Communication and Technology
i. Three main areas of technology
a. Voice mail
> Steps to increase customer
responsiveness
b. Fax machines
> Facsimile 101
c. Electronic mail
> Email etiquette
XII. SUMMARY

6. • Explain the relationship between communication and
customer service.
• Define customer intelligence.
• Discuss the benefits of relationship marketing.
• List the five main methods of communication.
• Demonstrate the use of voice inflection to positively
convey information.
• Create your own words to use/words to avoid.

7. A process in
which
information, id
eas, and
understanding
are shared
between two or
more people

9. Customer
Intelligence
Relationship
Marketing

10.  Listening
 Writing
 Talking
 Reading
 Nonverbal expression

11.  a skill that must continuously be developed
 pay attention
 we can think about 10 times faster than we can
speak
 avoid becoming visually distracted
 requires the listener to stop talking and to hear
what the speaker is saying
 allow the speaker to complete the thought before
giving your response
 be an observer

13.  conveys sincerity
 does not interject his or her own thoughts
 nods head
 does not finish the sentence for the speaker
 paraphrases what was said
 leans toward the speaker
 shares positive comments
 shows good eye contact

14.  Focus on the speaker and what he or
she is saying.
 Look at the speaker and make eye
contact when possible.
 Listen with an open mind.
 Rephrase what was said to clarify
that you understood the intended
message.
 Control your body language.

19. Seven steps in answering a call
1.
2.
3.
4.
Smile
Enthusiastic and professional greeting
Ask questions
Give answers and assistance as quickly as
possible
5. Thank the caller
6. Conclude the call in a positive manner
7. Follow up on the call

20.  Always have a notepad available.
 Know the company’s policies or
have a reference close by.
 Tell the customer your name.
 Practice great listening skills.
 Check back with the customer to
ensure that something was really
completed.

21. 








Please
Yes
May I
Consider this
Do
Let’s negotiate
Will
Thank You
You
Us
Appreciate
Can
Use customer’s
name
 Would you like
 Opportunity
 Challenge
 Regret





22. x
x
x
x
x
x
x
x
x
x
Can’t
Never
Don’t
You have to
Don’t tell me no
Won’t
Not our policy
Not my job
Profanity
Vulgarity
x
x
x
x
x
x
x
Problem
Sorry
Love slang
We’ll try
Haven’t had time
I don’t know
Hang on for a second

23. 1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Due to your specialized knowledge.
What a unique suggestion!
I’d like your considered opinion.
Please.
You are absolutely right!
If I could borrow just a moment of your time.
May I?
As you, of course, know.
I’d like your advice.
I would appreciate it if.

24. Ey e
c ont a c t
i s
a l l o wi n g
our e y e s
t o ma k e
v i s ua l
c ont a c t
wi t h
s o me o n e

25.  Eye contact conveys sincerity and
interest.
 Our eyes can convey compassion
and caring.
 Be aware of cultural differences.
 Eye contact is a sign of respect.
 Be sensitive to others.

26. • A waiter in a restaurant
• A customer has brought in a bill

27. 1. Voice Mail
2. Fax Machines
3. Electronic Mail

28. 1. Speaking clearly and slowly, identify
yourself, your company, the day and date, and
the time.
2. State your the reason for your call.
3. Suggest to the customer what the next step
should be.
4. Leave your name and the phone number where
you can be reached.
5. Close with a positive farewell.

29. FAX MACHINES
Facsimile 101
1.
2.
3.
4.
5.
6.
7.
When using a fax machine, a fax cover sheet should always
be used.
If the information is confidential, place a warning statement
or disclaimer on the cover sheet.
Double check the number you are calling.
Make sure that the faxed information is readable.
If you have had difficulty in receiving responses after
sending a fax, try using broad-tipped pen and writing
ATTENTION or IMPORTANT across the cover sheet.
A faxed signature is in most cases considered as valid as a
witnessed signature.
Make sure that your fax machine is well maintained and that
it has an adequate paper supply.

30. ELECTRONIC MAIL
Email Etiquette
1. Never type in uppercase
2. Clean out your mailbox
3. Avoid sending personal messages over the
system
4. Since electronic mail has no provision for voice
inflection, it is incapable of showing emotion.
5. Ask for confirmation that mail has been
received.

31. This chapter discuss the definition of communication, customer
intelligence and relationship marketing in relation to customer
service. It presents the five methods of communication and how
to used it to effective customer service interaction. The
definition of voice inflection and pitch, and the important
characteristics about the person you are. It also discuss the
steps to answering a call because a large percentage of
customer service interaction takes place by phone. It confer the
words to use and words to avoid when dealing with customers.
The importance of power phrases and power of eye contact
when communicating with customers. Finally, the three main
areas of technology and how to used it in communication.