The Impact of Communication Styles on Customer Service

In: Business and Management

Submitted By malanarc213
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The Impact of Communication Styles on Customer Service
Unit 5 AB221
Malana Crofoot
Kaplan University
02/07/2012

The Impact of Communication Styles on Customer Service
Great customer service is a direct result of the communication style that the company uses. Do not get this confused with personality styles. That is something altogether different. Communication style is the way people interact with each other and the message they send through their behavior. (Google, 2012)
Communication is a very important aspect of customer service. It is very important for the company to establish a tone. If the wrong type of communication is conveyed it can cost a customer For instance, when there is a CSR interacting with customers who is too timid or hesitant, customers may get the impression that the rep has not been properly trained and therefore unqualified. (Drew 2011) This type of communication is seen as passive. One who uses passive communication is always trying to avoid confrontation at all costs. They tend to accept whatever will keep them out of a conflict. However, this is not an appropriate style of communication for the workplace.
There are times when people try to use an aggressive style. This may include control or intimidation tactics. (Workplace Wrangler, 2011) That’s good if you work for the FBI. However, it is not good to use as a sales rep at the local market or designer apparel store. This is not a customer friendly style and “can leave customers feeling like customer service is not important to the company.” (Workplace Wrangler, 2011)
The best style of communication for a CSR is an assertive style. Assertive style communication is defined as the ability to express positive and negative ideas and feelings in a way that is open and honest and that recognizes our rights while respecting others rights. (Hopkins, 2005) All…...

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