The Impact of Communication Styles on Customer Service

Assignment Unit 5

The Impact of Communication Styles on Customer Service

Kaplan University

Joy Eberly

The Impact of Communication Styles on Customer Service

Poor customer service will result in lower sales, a bad reputation within the particular business and can lead to a loss on profits. In the most damaging of situations it can even bring a company down to where they can no longer exist in business. Customer service is an essential part of every organization and the role of communication is very, very important to the business.

In its simplest and most effective, communication impacts customer service by enabling tasks to be completed efficiently and with positive results. Task-focused communication styles don't emphasize building rapport with customers; instead, employees use communication as a tool to efficiently address customer needs. Another impact communication has on how customer service relates to customer interaction. Interaction-based communication styles emphasize the relationship between customers and company representatives. Customer service can also be impacted by communication styles establishing motive. (Drew, 1999-2012)

Different communication styles can also affect the tone of customer service. Company representatives speaking in abrupt, curt or condescending tones might intimidate customers, leading them to believe that customer service is not a priority for the business. Timid or hesitant tones can impact customer service negatively, leading customers to believe that they're dealing with unqualified or untrained representatives. Warm, courteous tones welcome customers to the business, establishing a strong foundation for addressing customer service needs. (Drew, 1999-2012)

I found after reading about these “three basic styles of communication” Aggressive Communication Style, Passive Communication Style, and Assertive Communication Style they can be seen in all kinds of businesses. When we commutate, we use a combination of...