Effective Communication Skills for Good Customer Service

2128 Words Sep 28th, 2012 9 Pages
EFFECTIVE COMMUNICATION SKILLS FOR GOOD CUSTOMER SERVICE

PRESENTED BY
OLUWASEGUN JAMES

TABLE OF CONTENTS

Table of Contents Page
Title Page 1
Table of Content 2 1.1 Introduction
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For good customer satisfaction, many companies today are already engaging there staff on communication skills for delivering service excellence in order to retain their customer’s loyalty. Effective communications for good customer service can be achieved by adopting some of the following steps: * Do not interrupt customer when communicating * Be a good listener * Endeavour to use positive statements * Stay away from asking negative questions * Be alert to difference in technical knowledge.
This research will be focusing on bridging the gaps of ineffective communication skills for good customer service, and the focus will be centered on customer care representatives of different organizations in delivering service excellence to customer and equally investigate ways of correcting the behavioral attitudes of customer care representatives of the organizations in focus.

RESARCH OBJECTIVES
The objectives of this research will be centered on overcoming the challenges of ineffective ways of communication that are confronting organizations such as: * Customer dissatisfaction * Decrease in Customer Loyalty * High customer turn over * Decrease in Patronage
In doing this the following will be considered * The Ingredients for Effective Communication

* Ways to Increase Effective Communication with Customers

* The Power of Questions And Reflective Listening

* Understanding And Using

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