|
|
Article: Communication savvy: 'reading' customers right.
- Article from:
- Rural Telecommunications
- Article date:
- May 1, 2004
- Author:
CopyrightCOPYRIGHT 2004 National Telephone Cooperative Association. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
|
The ability to communicate aptly is perhaps the single most important factor in customer service. Communication is a two-way street, involving not only the coherent conveying of your message, but also the receptiveness to both the verbal and nonverbal expressions of the other party.
[ILLUSTRATION OMITTED]
Statistics show that, out of the three primary tools of communication--body language, tone and words--as much as 93% of communication is attributable to nonverbal expressions or gestures. However, while it is important for customer service representatives (CSRs) to be cognizant of their own nonverbal communication, it is equally important that they ...