This website uses cookies to ensure you have the best experience. Learn more

The Impact Of Communication Styles On Customer Service

573 words - 3 pages

The Impact of Communication Styles on Customer Service
Unit 5 AB221
Malana Crofoot
Kaplan University
02/07/2012

The Impact of Communication Styles on Customer Service
Great customer service is a direct result of the communication style that the company uses. Do not get this confused with personality styles. That is something altogether different. Communication style is the way people interact with each other and the message they send through their behavior. (Google, 2012)
Communication is a very important aspect of customer service. It is very important for the company to establish a tone. If the wrong type of communication is conveyed it can cost a customer For instance, when there is a CSR interacting with customers who is too timid or hesitant, customers may get the impression that the rep has not been properly trained and therefore unqualified. ...view middle of the document...

This is not a customer friendly style and “can leave customers feeling like customer service is not important to the company.” (Workplace Wrangler, 2011)
The best style of communication for a CSR is an assertive style. Assertive style communication is defined as the ability to express positive and negative ideas and feelings in a way that is open and honest and that recognizes our rights while respecting others rights. (Hopkins, 2005) All customers want to feel as if their rights are being respected. CSR’s should have a warm courteous tone that welcomes the customer so that it builds positive customer service experience and hopefully a lasting relationship.
There are times when customers ask for something that is totally unreasonable. An assertive person will be able to communicate that information to the customer with confidence, but also be able to offer a reasonable alternative with confidence. Sometimes a customer has to be told no, it is just how the message is sent. Companies must remember that every interaction with a customer leaves a lasting impression about that company. If there are too many different styles of communication being conveyed customers may leave believing that the company is “disorganized or unprofessional”. (Drew, 2011) All employees should be trained to focus on one style of communication throughout the company so that no matter who the customer is interacting with, they will always leave with the same positive impression.

References

Drew, B. (2011) What Impact Do Communication Styles Have On Customer Service?, Retrieved from: http://www.ehow.com/info_8448588_impact-communication-styles-customer-service.html
Google search, (2012) Definition for Communication Style, Retrieved from: http://www.google.com/search?q=communication+style
Hopkins, L., (2005), Assertive Communication-6 Tips for Effective Use, Retrieved from: http://ezinearticles.com/?Assertive-Communication---6-Tips-For-Effective-Use&id=10259
Workplace Wrangler, (2011) Better Communication with a Direct Approach, Retrieved from: http://craemerconsulting.wordpress.com/tag/communication-styles/

Other Papers Like The Impact of Communication Styles on Customer Service

Case the Customer Service Agent Essay

2133 words - 9 pages appear in the diary as the computer skills. * Verbal skills: the verbal skills appear in the diary clearly. The customer service agent the way to approach words and sentences. This appeared in the part of paraphrase what the customer saying to make sure understand the customer requirement. Speak clearly. To have sense of empathy to the customers if needed. * Communication skills: The communication skill in the customer service agent job is

The Impact of Short Message Service

1932 words - 8 pages THE IMPACT OF SHORT MESSAGE SERVICE (SMS) LANGUAGE ON BAHASA MELAYU BY : SYAMSUL ARIFFIN JAMAIN OPEN UNIVERSITY MALAYSIA SEMESTER MAY 2010 LECTURER : FAUZIAH ALIAS ABSTRACT At the present time, it’s hard to find a man without this one electronic gadget. This particular gadget is a mobile phone. The blooming number of mobile phone user within the last ten years has brought significant changing in our society. One of

The Future Impact of Samuel Huntington's Clash of Civilizations Theory on My Military Service

888 words - 4 pages The Future Impact of Samuel Huntington's Clash of Civilizations Theory on My Military Service Introduction Increased Deployments Increased Conflict Mitigation Increased Troop Levels Post Conflict Focus on Humanitarian Operations Trending Towards Humanitarian Operations Development of Civil Affairs as a Military Branch Focus on Post Conflict Impact Rules of Land Warfare Post Conflict Reconstruction Conclusion

D1 – Evaluate the Impact of War, Conflict and Terrorism on One Uk Public Service

807 words - 4 pages P4 Short paragraph about what counter terrorism measures are available in the UK. Financial measures are often used as very simple mechanisms to describe the performance of an investment. They are easily calculated and used to camper year on year results and to set morns for particular investment. However the investment cannot be decided by only one measure also the nature of investment must be taken to the account as it can be different at

Discuss the Impact That Different Leadership Styles May Have on Motivation in Organisations in Periods of Change

1305 words - 6 pages problems. However, if the knowledge, skills and self-discipline is there then this can be a very effective style and motivation can flourish resulting in overall effective work. This style would be that of computer programmers, e.g. google. I do believe different leadership styles have a strong impact on motivation in times of change within organisations. The key is being able to adapt to the timing and situation-this will allow for the correct style

Discuss the Impact That Different Leadership Styles May Have on Motivation in Organizations in Periods of Change

2054 words - 9 pages small business challenges usually are contributed one of several general companions. Spouses may agree with your financial, time as well as learning resource part just about every makes on the organization, however Inc. journal suggests that you build a collaboration arrangement to be able to technically format almost all anticipation, benefits as well as implications for each spouse. Advantage * Aside from the time plus the legal cost

Analysis of Starbucks Delivering Customer Service

2438 words - 10 pages Analysis of Starbucks Delivering Customer Service Problem statement: • In 2002, market research has shown that Starbucks has a gap in meeting its customer’s expectations in terms of customer satisfaction. • On interpretation the marketing research data, Christine Day, Senior Vice President concluded that the speed of service was the main reason for this decline in customer satisfaction. So she proposed to improve the service time such that

Investigation Of The Harvard Business School Case Study "Starbucks: Delivering Customer Service"

3563 words - 15 pages items and create a service and atmosphere that encourage customers to pass on the experience by word-of-mouth. In a service industry word-of-mouth is the most effective form of advertisement so it is very important for Baristas to follow through with excellent customer satisfaction. They also promote new food items and specialty drinks at holidays, giving free samples to test these new products.A new sales approach is being used for whole beans

Impact Of It On The

884 words - 4 pages ensure uninterrupted flow of materials to meet all requirements, maintain a high customer service level and above all maintain the value of each stock during the period of storage. The store plays a key role in an organizations logistical strategy. It is usually the point at which the organization succeeds or fails in fulfilling their sales and marketing promises. In most organizations, the manual system is used in performing all the stores

Linking Customers with Brand and Creating Unforgettable Emotions Has Got the Direct Impact on Customer Buying Behavior

855 words - 4 pages Topic: „Linking customers with brand and creating unforgettable emotions has got the direct impact on customer buying behavior.” First of all I would like to briefly touch the very important subject of understanding branding in past. The main concern of brand development had a tremendous shift in the last decade. Originally role of brands, as understood, were subject to constant ongoing redefinition. A traditional description of a brand was

The Impact Of The Internet On Children

1993 words - 8 pages the negative impacts of the internet on children is disrupting the time management in their normal life. As mentioned in the article “Internet parenting styles and the impact on Internet use of primary school children,” the authors Valcke, Bonte and Rots (2010) indicate that children cannot schedule time properly because of the internet disturbance. According to a sociological survey based on a group of questions given to some of Romanian parents

Related Essays

Impact Of Research On Customer Service Quality

821 words - 4 pages An exploratory study on the impact of research and development on customer service and quality   1.0 Introduction Research and development simply refers to the constant improvement of product and services and which enable the business to continuously thrive in terms of its operation. Research and development also leads to innovations intended for these products and services. In generating high impact innovations, it is important that

D2 Asess The Impact Of Different Sales Techniques And Customer Service

763 words - 4 pages employee when they go on to maternity leave if they are ill for a long time and their work needs to be done by someone else. This is known as a temporary contract. Business like Tesco are expanding all the time, therefore Tesco will have vacancies in another area or even country. Tesco would need to find additional employees to work for them and provide and training for them. Recruitment process * Identify Vacancy – any of the above * Job

Explain How Focusing On The Customer, By Providing Good Customer Service, Is Essential To Retailing

808 words - 4 pages task, I am going to devise a customer satisfaction survey for use whilst undertaking a “mystery shopper” experience at Boots and Tesco. I will use this form to comment on the type of customer service I received from the two outlets and justify how my feedback will be helpful to their retail business. Boots is a pharmacy chain in the United Kingdom and Ireland. It offers a wide range of general health and hygiene items as well as providing

Customer Facing Supply Chain Practices The Impact Of Demand And Distribution Management On Supply Chain Success

1416 words - 6 pages Citation: Rexhausen, Daniel, Richard Pibernik, and Gernot Kaiser. "Customer-Facing Supply Chain Practices -- The Impact of Demand and Distribution Management on Supply Chain Success." Journal of Operations Management 30.4 (2012): 269-81. Print. Research Classification: The authors of this research performed an empirical based study and outlined three objectives to their study: 1. …to provide empirical evidence of whether or not demand