Knowing what you have experienced as a customer will help you understand how to
ID: 357510 • Letter: K
Question
Knowing what you have experienced as a customer will help you understand how to better communicate with customers you face. After reading the text and participating in the scenario, reflect on two communication experiences you’ve had as a customer. One should be a positive example, one should be one that did not meet your needs.
Include the following in your post:
What was the situation
Evaluate the methods of communication in the situation: Listening, writing, talking, reading, non-verbal expression
What words were used by the customer service representative that impacted the effectiveness of the communication?
Reflect on each- why was it positive? What needed to be changed?
Explanation / Answer
1. I once went for shopping and wanted to interact with a salesperson to know about the clothes that I wanted to buy. I found that there was nobody who was willing to help and guide me through various sections of the store. Salesperson was rude in his behaviour and did not want to help.He did not properly listen to my query and told me that it's a self help system there. This was a complete put-off for me. His non verbal expressions were of agitation, irritation and eagerness to leave. This was not a positive experience at all. He could have been actively involved in the discussion with a positive mood and eagerness to help. This would have improved the situation.
2. A positive experience was once when I went to look for a real estate property with my dad. The customer representative was very enthusiastic about showing us the property and took us for a round. He explained each and every thing calmly and in detail. He non verbal expressions were positive emotions and eagerness to assist. He responded to our queries and displayed etiquettes while addressing to us. He listened patiently to us as well. Hence all in all it was a positive experience for us.
Related Questions
Navigate
Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.