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Index 1. “Action Tips for Efficient Use of the phone” 2. Use Friendly Web Sites and Electronic Communication 3. “Listening Habits” 4. Pictionary 5. Meka’s Salon Beauty 6. Presentations

“Action Tips for Efficient Use of the phone” Action Tip 17- Make Your Greeting Message Efficient Have a machine or voicemail is essential when you are not available. Keep a greeting message current and not long and also a brief one. Recorded messages ask for specific information from the callers. In any moment you’ll Action Tip 18 - Learned to Use Your Phone´s Features People in business need to learn the skills for the phone system. Some of the techniques are:  The ability to use the features of telephone and voicemail.  Good service to the customer with the degree of courtesy. If people don’t learn and practice the phone’s features, probably, they can’t obtain a good job, because these features are essential for obtaining a job. Action Tip 19 - Plan Your Outgoing Calls for Efficiency Have a good relationship with callers is a business call. A business call plan includes a purpose and the information that they need to give or get. Be sure to identify yourself and the reason for the call. Also ask for the caller to do it too.  Give to the callers a good service, treat them well and make that a call be efficient.

Action Tip 20 - Don't Let the Telephone Interrupt Important Live Conversation If you’re talking live with someone, do not assume that the phone call is important or should be accorded priority; most of the time, the mistake of everyone is to take as priority the call, if you’re going to take the call you have to excuse yourself because it can offense the person you’re talking.

Action Tip 21 Communications







It’s important to remember that telephone skills are essential for every career. You must have to look up what can you improve and applied in every moment of the communication. Be observant and listen carefully, because when using the telephone the communication channel is limited. That means that there are not visual contact with the person you’re talking.

Use Friendly Web Sites and Electronic Communication  Use blogs as a real-time online conversation. If there’s a conversation going on about your issue or organization, you need to be involved in the dialogue. Being involved in your company blog can help you

to know everything of people is saying, including expectations, critics and improvements comments.  Remember the 80/20 rule; 20 percent of the people in the world have great influence on how the other 80 percent think. The 20 percent are actively reading blogs. It’s important to do not forget this rule, if you’re of that 20 percent, and your company or service too, probably, the business will be effectiveness and many people will visit the blog.  Understand that almost one-third of all U.S. Internet users read online forums3 (according to respected source Forrester Research), so the potential for communicating about customer service (for good or ill) is high. The fact of the users read online is a benefit for your company/service blog. You’ll need publicity not only of the company/service but also of the blog too, and if you obtain more

and more, your blog can become very successful. And you will notice that most of the people will be knew about it, and your business would increase.  Reach out to bloggers who follow your issues. If possible, have conference calls with them. Engage them. Have conference calls with your bloggers will motivated and convinced them that your company/service is the best. You need to make them feel important, if not, the only thing you will notice is a decreasing of followers in your blog, and it obviously does not favor you.

 Submit posts/ comments from your organization’s leaders on blogs. It establishes that you are willing and able to be part of the conversation. Submitting comments to your blog is almost necessary, because people will notice that you’re slope of everything they wrote. Also, it can make a big difference because many companies do not worry about the critics or suggestions they gave.

“Listening Habits”  What is the difference between hearing and listening?  Hearing is the ability to perceive sound by detecting vibrations through an organ such as the ear. Listening is a technique used in communication which requires a person to pay attention to the speaker and provide feedback.  Mention the three types of factors that complicate the listening process and pose potential barriers.  Internal Elements.  External Elements.  The Use of Misuse of Gatekeepers.  What two things can generate communication problems?  Get impatient.  Interrupting.  What does CAA stand for and what does it mean?  CAA forces you to listen objectively until you truly understand rather than to listen only until you think of a response or disagreement. Also, it means to take the other person’s position – to advocate or express a point of view that runs counter to your own attitude.

 Mention, describe, and explain in your own words the three Action Tips that you consider most important.  Action Tip 2: “Prepare to Listen” It means you decide to set aside time for focus on listening. You need to be mentally disconnected from other matters playing in your mind.  Action Tip 3: “Avoid Faking Attention” It refers to pretend that you’re paying attention to someone when they’re talking.  Action Tip 6: “Bite your tongue before interrupting” You have to be very patient. Interrupting in a middle of a conversation can damage the communication between people. You may need to gain clarification of some points, but you need to wait for an appropriate time to ask for that clarification instead of abruptly interrupting.

Pictionary Gatekeepers: Faking attention: Someone who previews To pretend that you’re incoming information to paying attention to determine if the someone or something. communication is appropriate or not. Wide asleep listener: Listening capacity: When you’re talking to Is how much information someone, as if you are that your mind can handle. paying attention to How long you can sit and him/her and the only thing give 100 percent full you do is nodding and listening. making verbal responses. Habit: Something that you do often.

Noise: Sounds those are irrelevant to the conversation.

Paper Love


Listen to your customer

Web page and Electronic communication

Use the Telephone Well for GOOD SERVICE

Electronic Communication

Carmen Gordillo th 10 . Grade CCLL “B”

Portfolio Customer Service Carmen  

Here are some of the things that I learned during the classes.