Group Assignment Written 1 ccc
docx
keyboard_arrow_up
School
Georgian College *
*We aren’t endorsed by this school
Course
1000
Subject
Communications
Date
Apr 3, 2024
Type
docx
Pages
5
Uploaded by HighnessCheetahPerson1591
Group Assignment Written 1
Subject name: Customer service
Group members: Paramveer Grover , Sameer Sameer
Teacher name: Nima
For this assignment we visited a fido store in Toronto for the observations. We answered following questions by taking Fido in consideration.
questions:
1. As a customer service professional, what are some of the things the organization can do to project a positive image to the customer?
2. What element(s) of the interpersonal communication model do you believe are the most important in a customer service environment? Explain.
3. What are some strategies to use to avoid words or phrases that will negatively affect their relationship with the customer?
4. What are some of the tips outlined in this chapter for ensuring effective customer service interactions?
5. How can verbal feedback affect customer encounters?
6. Give some examples of nonverbal feedback and explain how they complement the verbal message
and how they can affect customer interactions.
7. Evaluate how well the company met each of the components of effective verbal and nonverbal communication and what can be done if they need to make improvements.
Answers:
1 in customer service, the following are some actions the company can do to provide a favourable picture to the consumer:
Ensure prompt and courteous support via several channels, including chat, email, phone, and
social media.
Utilize the customer's identity, keep track of their preferences, and provide pertinent recommendations to personalize the experience.
Anticipate the needs of the client, notify them of any problems or delays, and follow up with them after the service to demonstrate your proactiveness.
Actively listen to the customer, acknowledge their feelings, and offer a real apology if something goes wrong to demonstrate empathy.
Effectively address issues by posing pertinent queries, providing solutions, and assuring client
happiness.
2 The sender, the recipient, the message, the channel, the feedback, and the noise are some of the components that make up the interpersonal communication paradigm. The message and the feedback are, in my opinion, the most crucial components in a customer service setting. The customer care representative's message to the client should be precise, succinct, polite, and comprehensive. The consumer provides the customer service expert with feedback, which should be verified for accuracy, satisfaction, and understanding.
3 The following are some tactics to employ to steer clear of words or phrases that could harm company’s relationship with the customer:
Steers clear of acronyms, slang, and jargon that the customer might not comprehend or find useful.
When using terms that could come across as harsh or dismissive, including "no," "can't," "won't," or "don't," refrain from using them.
Steers clear of employing ambiguous terms that could come across as unsure or unprofessional, like "maybe," "soon," or "later."
Use words that are uplifting and helpful, like "yes," "can," "will," or "do."
Use precise language that sounds assured and trustworthy, like "today," "tomorrow," or "within 24 hours."
4 The following are some pointers that can guarantee successful customer service interactions of this
company:
Use active listening techniques and open-ended questions to ascertain the requirements and
expectations of the client.
Using straightforward language and examples, give the customer information and options.
Utilizing closed-ended inquiries and summaries, ascertain the client's agreement and level of
satisfaction.
Express gratitude to the customer and conclude the exchange in a cordial and polite manner.
5 The manner verbal feedback is offered and received can have a variety of effects on customer interactions. If verbal feedback is accurate and consistent, it can:
Improve the customer's comprehension and trust.
If it is constructive and sincere, raise the customer's level of satisfaction and loyalty.
Assuage the client's annoyance and perplexity if it is pertinent and timely.
Address and resolve the client's grievances and issues if they are beneficial and constructive.
6 Here are a few instances of nonverbal cues that enhance spoken communication and have the potential to impact consumer interactions:
o
Making eye contact It demonstrates to the client that the customer support agent is paying attention and is curious in what they have to say. It may foster a feeling of rapport and connection between the people.
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
o
The customer service professional's feelings and attitudes toward the customer and the circumstance are communicated through their facial expressions. Depending on whether they are congruent or incongruent with the spoken word, they might support it or contradict it.
o
The customer service representative's posture, gestures, and motions are all part of their body language. It may reveal the customer care representative's degree of assurance, zeal, and deference. Additionally, it may have an impact on how the client
views the customer care representative.
o
Tone of voice: It conveys the attitude, goals, and character of the customer support agent. Depending on whether it is kind, courteous, assertive, or aggressive, it might affect the customer's emotions and responses.
7 Observations of the communication during the store visit
It was polite, brief, clear, and comprehensive.
It was able to increase the client's comprehension and confidence.
I think there was not continuous eye contact during the exchange.
The facial expressions were matching with the spoken message.
The vocal tone was kind, assertive, pleasant, or aggressive.
References:
https://www.coursera.org/articles/customer-service-skills
https://www.indeed.com/career-advice/resumes-cover-letters/customer-service-skills
https://www.freshworks.com/freshdesk/customer-support/customer-service-
communication-tips-blog/
https://www.globalresponse.com/blog/customer-service-skills/