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D. Communication process

Communication skills in customer service

One of the most important set of skills that an agent or service employee needs
to possess, for effective performance in the work place, is soft skills.

Unlike hard skills – which deal with an individual‟s ability to perform a certain
type of task or activity, soft skills relate to one‘s ability to interact effectively
with other workers and customers, both at work and outside.
Communication skills are one of the most important of these soft skills.

1. Communication and customer relationships

Customer service is one of the key elements in creating satisfied and loyal
customers. But it is not enough. Customers are human beings with whom the
company needs to build a strong relationship.
It is both the service and the relationship experience that ultimately shapes
how the customer would look at the company.

What goes to make a healthy relationship?

At its heart, of course, there is trust. At the same time there are other
elements, which reinforce and promote that trust. Let us illustrate some of the
elements

Diagram 2: Elements for Trust

i. Every relationship begins with attraction:

One needs to be simply liked and must be able to build a rapport with the
customer. Attraction is very often the result of first impressions that are
derived when a customer comes in touch with the organisation or its
representatives. Attraction is the first key to unlocking every heart.
Without it a relationship is hardly possible. Consider a sales person who is
not liked. Do you really think she will be able to make much headway in the
sales career?

ii. The second element of a relationship is one‟s presence – being there
when needed:
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