Experience Creation
This term refers to a combination of what you and/or your organization do FOR your customer and TO your customer to delight and engage their senses throughout your interactions. It is the cumulative expression and perception that you leave with your customers, resulting from the interactions at all points of contact with your brand.
Customer Experience
The communication process starts with a ______________ who encodes the message and passes it through a channel to the _____________ who decodes the message.
Sender, Recipient
What is the type of communication that focuses on the words we choose and must be brief and organized?
Verbal Message
Eye Contact & Visible Mouth, Encouragement to Continue, Summarising What Has Been Said and Smiling Face are examples of _________________ Communication Skills.
Effective
Customers matter more than ever before, for they have the power to ____________ or _____________ your business.
Make, Break
What are examples of channels of communication?
Body Language, Writing, Visual, Image, Speaking Voice
What is the type of communication that focuses on how we say the words, tone, pitch and speed and volume and emphasis placed on particular words?
Para-Verbal Message
The first element for Effective Communication with Customer is to Pay attention to the _________________ and _________________ (Para-Verbal).
Welcome, Greeting
What is the term for each point of contact that a customer has with your brand or organization?
Touchpoint
The communication equation states that ________ percent of the message is what you hear?
40
What is the type of communication that focuses on body language and facial expression, posture and gestures?
Non-Verbal Message
The second element for Effective Communication with Customer is to Use appropriate _________________ ____________ and _________________.
Body Language, Behavior
What are the five senses that are involved in the customer experience?
Sight, Hearing, Taste, Touch and Smell
The communication equation states that ________ percent of the message is what you see or feel?
50
What is the type of communication that focuses on being clear and having proper use of grammar/words?
Written Message
The third element for Effective Communication with Customer is to Engage in ________________ ______________.
Active Listening
______________ is integral to every customer service experience. It is at the heart of the organization's relationship with itself and its customers.
Communication
The communication equation states that ________ percent of the message is your words?
10
Discomfort with the topic, language, disability, lack of interest and distractions are all examples of _____________________ to Effective Communication.
Barriers
The fourth element for Effective Communication with Customer is to Fulfilling Guest ___________ and Checking ______________.
Needs, Results