101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 26. Mind the Message: Communication Processes

Communication is a critical aspect of all human interaction, and it includes both verbal and nonverbal factors. A service representative’s ability to communicate effectively has an impact on everything from how information is shared and ideas are perceived to how transactions are conducted and relationships maintained. Being able to satisfy customer expectations and improve perceptions requires solid communication skills in all aspects of the job; that means with customers, the team leader, and colleagues.

Directions: First, think carefully about the general interactions you have within your current work situation in terms of communication (verbal and nonverbal) with customers, peers, and your team leader. Next, complete the following questions about that situation for each of these three areas of interaction.

I think my communication with my customers . . .

Is accurate	1	2	3	4	5	6	7	Is inaccurate
Is easily understood	1	2	3	4	5	6	7	Is not easily understood
Is productive	1	2	3	4	5	6	7	Is unproductive
Is cooperative	1	2	3	4	5	6	7	Is uncooperative
Is relaxed	1	2	3	4	5	6	7	Is strained
Reveals empathy	1	2	3	4	5	6	7	Reveals indifference
Displays competence	1	2	3	4	5	6	7	Displays incompetence
Creates a positive image	1	2	3	4	5	6	7	Creates a negative image
Increases my credibility	1	2	3	4	5	6	7	Decreases my credibility
Gets desired results	1	2	3	4	5	6	7	Does not get desired results
	TOTAL: ______________

I think my communication with my supervisor (team leader) . . .

Is accurate	1	2	3	4	5	6	7	Is inaccurate
Is easily understood	1	2	3	4	5	6