Demonstrate customer service in different situations, using appropriate
behaviours to meet expectations
Customer service skills and behaviours
Communication skills:
Communication is the act of delivering, receiving, and exchanging information with others
through interaction. Communication is essential in a business in providing effective/good
customer service. Good communication skills allow the company to send out clear, powerful
signals regarding strategy, customer service, and branding. A company that is developing a
brand sends out a consistent message that is suited to its target audience. Good
communication skills may contribute to the development of a high degree of involvement
within the business with consumers. Speaking clearly and successfully with consumers is a
crucial skill for any business. A business wants to be able to explain operations, rules, and
other parts of its business to clients so that they leave with no questions. Clear and effective
communication offers the customer a favourable impression of your firm. Customers do not
like to speak with someone who mumbles or cannot adequately communicate their
thoughts. Lastly, efficient communication leaves no opportunity for error. Both you and the
customer have a thorough grasp of the firm or the problem that you are attempting to
resolve for them. This level of understanding will result in a long-term engagement with the
consumer. Communication skills are important to acquire and apply since they can
ultimately be the deciding factor in customers forming relationships with businesses. On the
other hand, Poor communication, on the other hand, might eventually lead to low morale.
Because ineffective communication may lead to misunderstandings, missed opportunities,
conflict, the spread of disinformation, and mistrust, employees may feel defeated, affecting
corporate customer service. One of the most crucial components of communication is
listening skills. Successful listening entails not just comprehending spoken or written
information, but also comprehending how the customer feels throughout the conversation.
If a customer can see and feel that someone is listening and comprehending, it can
contribute to the development of a stronger, deeper relationship between the customer
and the business. Effective and careful listening may also foster an environment in which
everyone feels comfortable expressing ideas, thoughts, and feelings, as well as planning and
solving issues in a creative manner. It can convey a sense of 'I care and understand what
you're saying,' which provides customer validation, raising consumer confidence and overall
engagement level with the firm.
Methods of Communication
, In this section of the assignment, I will be discussing how businesses such as Amazon use
communication methods to ultimately provide engaging, complementary and interacting
connections with the consumers to enhance their customer service provision.
Face-to-face
Face-to-face communication is when two or more people interact and communicate while
visible to one another. This might be a physical, in-person conversation, or it could be in a
virtual setting. Face-to-face communication is often more effective than written or audio-
only conversations. The benefits of using face-to-face communication is that it’s a more
trusted source of information, this is because the person you are communicating to is
sharing the information directly to you, thus making the information collected viable and
credible. Another benefit of face-to-face communication is that it helps a company to boost
productivity. Sharing of vital information during a one-on-one meeting in a boardroom gives
attendants a vital opportunity to brainstorm over a task without the limitations and confines
of time. Furthermore with Face-to face communication it enables Amazon to gain stronger
relationships and connections with consumers and build a psychological and interpersonal
connection, which enhances customer engagement levels.
Written
Written communication is another form of interpersonal communication. Any written
communication, which includes any sort of engagement in which written words are
exchanged between two or more persons, is referred to as written communication. Written
communication is more formal than oral communication, yet it is less efficient. Two
examples of textual communication are a brochure and a physical document. Examples of
written communication include: Leaflet, physical document. There are numerous benefits of
using written communication once being used effectively. One of the benefits include that it
creates a permanent record of evidence that can be used for future reference and other
procedures, through the documents of the written communication top executive can
present the information more accurately and clearly. Effective written communication
Allows little chance of misunderstanding In case the words to be written are carefully
chosen and present the meaning precisely, there are very little chances of misunderstanding
using written communication. Amazon uses written communication to secure permanent
records of financial transactions and data of consumers as well as other internal and
external stakeholders. Amazon uses live chats as a form of communication between
customers for customer service provision. Customers can go on the product detail page,
select the name of the seller. Select ask a question. Select the appropriate options in the
Seller Messaging Assistant chat or fill out the contact form, providing customers with
engaging information about the product, any issues and other information.
