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A business cannot afford to lose customers because of a lack of customer service, but many do. Customers remember how they are treated and pass the word along, good or bad. Once a customer has been treated poorly they are likely not to return to buy from that business again. Poor customer service can result in lower sales and a bad reputation. In business and in our lives, we encounter and practice the three basic communication styles. Having great communication skills is the important part customer service.
Different communication styles that we have can affect customer service. All the basic styles of communication can be seen in all kinds of businesses. Good communicating skills, both verbal and written, require a high level of self-awareness. By becoming more aware of how others perceive you, you can adapt more readily to their different styles of communicating. (Gibson-Odgers, 2008 pg. 117) Understanding your personal style of communicating will go a long way toward helping you to create good impression on others. Communication impacts customer service by enabling tasks to be completed efficiently and with positive results. Hesitant tones can impact customer service negatively, leading customers to believe that they dealing with untrained employees.
I can really say at most times that I am an assertive listener. A person that practice assertive communication style tends to be effective, active listener who doesn’t judge people. A person like me will be open for questions and negotiating. I like to hear your problems and understand what the situation is, and then be able to solve the problem efficiently. Assertive communicators know how to talk to a person without being mean, aggressive, or rude with great eye contact.
Gibson-Odgers, P., (2008), the World of Customer Service, 2nd ed., Thomson Learning, Inc.,
e-book: Customized for Kaplan University.
Aaserud, Kara., (2010), How to really listen to your customers,...
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