Communication Paper

Jason Suknanan

12/21/15

Week 3 - Communication

CIS/294 - PERSONAL COMPUTER CUSTOMER SUPPORT

Instructor: JIBING XIAO

Week 3 - Communication

Being able to communicate with other individuals is one of the best life skills a person can develop, and serves as an important component to professional customer service. However at times, that very communication can stall and can create for an uncomfortable situation in which the customer is not happy. They may voice their frustrations and it can at times make it difficult for us to do our job. It is those very miscommunications that will test the skills of the customer service employee, allowing them to resolve and use various strategies to either come to a solution or build trust and a relationship with the customer. These tactics include verbal and nonverbal communication, using effective questioning strategies and making you an active listener.

One of the biggest problems in technical support communication, reps simply do not understand the current setup the customer has. Regardless of allowing them to describe there work environment, or even looking it up upon us to see what they are working with so the process can be simpler and expedited. Successful communication occurs when the recipient of the message actually understands what you are trying to tell him/her and then provides feedback letting you know that they understand the message. We are constantly communicating with each other, both with words and without. Because communication goes beyond the words we say, we often experience problems in our attempts to communicate effectively with others. With verbal communication, we are talking directly about the problem at hand. One issue we may face here is that with verbal communication, our language is constantly changing. This create for different topics to take part of the conversation and new words being introduced, simply put taking us off topic. Non-verbal communication allows outside sources to influence...