It Communication

Communication is an essential component to professional customer service. Bill, a project manager from a financial firm, calls the computer support hotline and expresses his frustrations with the software he has just purchased from your company. He is a new customer and has little experience with the software.

Create an approach that could be used to build a relationship with Bill without solving the issue. The paper must define and address the following communication skills:

Nonverbal versus verbal communication

Effective questioning strategies

Rapport tactics

Active listening

There are several techniques I would use to fix the issue surrounding the customer relationship with Bill. The primary task is to discover what about the software Bill doesn’t like. Discover what is causing Bill to be frustrated with the software. I will actively listen as he explain what the problem is. I would also deploy a questioning strategy that won’t annoy Bill any further. Another thing I would do is implement rapport techniques. Finally, with reassurance from me, in the form of repeating (verifying) what he is saying thereby, showing him that I am actively listening. I will also apologize to Bill for the problem he experiencing, and reassure him that he is a valued client. I know that when customers experience issues that they cannot eagerly solve they tend to become distressed. They in turn take their frustrations out on the first person he or she talks to on the phone. It is best to let the customer (Bill) vent any frustrations, and then reassure him that I will do everything possible to help him (the customer) in resolving the problem. I will exercise patience when working with Bill.

Being that Bill is upset I would have to listen to what he is saying while listening for what he is not saying in order to understand the verbal communication as well as the Nonverbal communication as it deals with his problem. Verbal Communication is the communication in which the...