7%

55%

38%

Communication Percentage

written communicationnon verbal communication verbal communication

Introduction

"Customer service is a series of activities designed to enhance the level of customer satisfaction –

that is, the feeling that a product or service has met the customer expectation." According to Turban

et al. (2002).

Customer service has to be a team effort and not just the responsibility of employees who deal with

the public directly.

Satisfied customers are more loyal and profitable.

Communication is the key to providing good customer service.

Good communicators listen first before speaking.

Verbal Communication• .

• Communication is the key to providing good customer service.

• Verbal communication is more than just spoken words .What you say is not as important how you say

it.

• Good communication is to listen first before speaking.

• How are you standing or sitting can communicate aloud message .After all ,if you don’t care

enough to present yourself well ,the customer wonders if you care enough to do the job well.

• The real secret to successful communication lies in the ability to gauge your customers own

communication style and expectations

Non Verbal Communication

Different cultures have different rules for

physical contact. Norms for the type of contact,

the length of contact and the persons involved in

contact vary.

Written Communication

Written Communication involves expressing yourself clearly, using language with precision; constructing a logical argument; note taking, editing and summarising; and writing reports

Written communication is the process of communicating a message by creating a hard copy of the message.

E-mails can help to make an impression on customer and

to inform him you are the right person to work with .

Conclusions

• The way your customers feel towards you is important. The more you show you care about them,

the more they’ll likely want to continue working with you. With that in mind, providing good

customer service to your clients should naturally be a major priority in your day-to-day schedule.

Referencing

Buchanan, Leigh (1 March 2011). "A Customer Service Makeover". Inc. magazine. Retrieved 29 Oct 2012.

http://ucangraddip.wikispaces.com/Meg%27s+writing+tips

http://thadstammen.wordpress.com/2011/04/19/non-verbal-communication-and-families/

http://cimenciselc.blogspot.co.uk/2012/11/non-verbal-communication.html

http://blogs.longwood.edu/dclipp/2012/07/10/the-power-of-our-hands/

http://fionaboathworkplacecommunication.weebly.com/non-verbal-communication.html

http://intanotion.com/intatrain/effective-communication/

Turban, Efraim (2002). Electronic Commerce: A Managerial Perspective. Prentice Hall.