Enhancing Customer Service Through Effective Communication Strategies

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Excellent verbal communication skills including the ability to provide a high standard of
customer service and deal with sensitive issues in a tactful manner
In customer service-oriented sectors, communication skills are the most important skills for
achieving high customer satisfaction and the role of verbal communication is the most important
while interacting with customers face to face. Especially when the customer comes up with a
sensitive issue, I understand it clearly that if the employees are able to talk to the customer
inappropriate, it will make it easy to deal with the difficult customers as well.
Example:
Since 2013 I have been working in various companies where I have to manage customers and
their queries directly or indirectly. In my current job as aviation protection officer, once an old
lady was going to attend at her young’s funeral but she was not ready to understand that she still
has to follow all the rules & regulations. She created a big scene and ended up crying and yelling
at the security officer. I started talking to her and told her sorry for her loss and soon made her
realise that the following rules will be helpful to her to reach there on time. She understood and
co-operated, as well.
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Demonstrate excellent interpersonal skills with strong conflict resolution skills and ability
to deal with difficult customers
It is very common to raise conflicts among the customers and employees at work, but effective
interpersonal skills will be helpful to resolve any issues which will create employees and
customers faith with the organisation. I consider myself active listener, motivating and ready to
work in a team as well.
Example
A few days back, I had to deal with panic and the highly upset customer who lost his bag at the
airport. She was yelling and accusing airport security staff. Employees were trying to explain
him but all in vain. Later I went to him and calmly asked him the issues and quickly show my
responsive actions. I offered him coffee and let him sit while we were finding his bag. At last, we
found it, and he apologised for him to behave later.
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Demonstrated strong team work ethic including the ability to work with minimum direct
supervision
Strong teamwork ethic is the most required skill in order to achieve the targets of the
organisation. It will be helpful to the organisation and the employees as well because the
teamwork ethic must be strongly developed and executed in the organisation as well. It will help
to develop co-ordination, which increases productivity as well.
Example
From 2012 to 2013, I was working as an administrator in the company where I had to report to
the branch manager, who has to supervise us. Guidance from the branch manager was helpful all
the time. Right before the audit that year, the manager had to leave for his home country, and I
would become responsible for all the paperwork and legislation as well. I performed good and
clear the audit that year. It was not difficult because I understand that legislation must be known
and I consider myself effectively able to present the legal matter to the court as well.
3

Ability to observe details, record information in an accurate and legible manner and write
reports
I am well aware that for the profile of the parking information officer, it would be required if the
person would be able to record all the information in a detailed manner and write appropriate
reports for it. It will make the work easier if the records are maintained easily not just to maintain
record but to represent it to the seniors as well.
Example
I had worked with different companies throughout my entire career, where I had to manage some
administrative duties as well. In my current job, I had to maintain log entries, but in my last job, I
was responsible for maintaining documentation, stock maintenance, budgeting and bookkeeping
activities. I had a habit of saving data more than one place, which helped me once. My system
got crashed right before the annual meeting, but luckily I got the data because I saved it on the
different place as well. It all went well because I have competency in the uses of computer,
internet and MS office products as well.
4

Highly developed time management skills
Time management is the key to success; I believe in this completely. Each and every task has a
timeframe, and it must be achieved in that time frame, which helped me to understand that
effective time management is required as well.
Example
My current job is completely time-bounded because flights have a specific timeframe as well.
Once a few of my teammates got stuck in traffic and were running late, so I had to manage their
duties until they got there. My time management helped me to get the airport on time because I
always leave home, taking a margin of 40 minutes spare in order to not to get late as well.
5

A strong commitment to delivering quality customer service
I believed that the customers are the king of the market, and the quality of customers’ service can
make and ruin the reputation of the company. If customers are satisfied with the company, it
would be helpful to the company to get a competitive advantage.
Example
In 2017 – 2018, when I was working as a customer service assistant (part-time) in a store, I
handled customer queries, complains, customer support. Not each day was bad, but some days
were tough to provide customer service effectively. I was part-timer there and found it difficult
sometimes to manage customer complaints. A lady who was a kind of regular customer to the
store, once she wanted to change her stuff after the duration of replacement and I had to deal
with that. While she was a regular customer, I changed her stuff informing manager about it
because customer satisfaction is still my core aim.
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A positive, professional and cooperative approach to working with others
It is very important that all the employees will understand the importance of working as a team
and has a positive approach to work. I understand that it will be helpful to develop a strong
positive and co-operative working environment as well. It is required to create strong bonding
among the employees. The complex working environment will be not healthy and increase the
employee turnover ratio as well.
Example
From 2012 to 2013, I was working with an organisation as an office administrative where I had
to not only make the clients satisfied but also I had to manage administrative work where I had to
manage co-ordination among other competitors as well. Once some conflict issues created
among admin and IT support department, I had to solve the issues because I understand that
teamwork will be fruitful and effective. I talk to both the department head, employees and invite
them for open discussion as well.
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Commitment to equal employment opportunity, work, health & safety, risk management,
environmental protection and ethical conduct principles
As an employee, I am quite aware of the rights of employees in organisations. I have been
working in many organisations with different welfare policies, health & safety policies and
ethical code principles as well. The organisation should be made and run effective programs so
that the employees will feel safe, connected and secure with the company while working there. It
helps to build a strong image of the company.
Example
In my current job, we have some environmental policies, legislation and health & safety
procedures as well. Around five months ago, a new joining was not able to understand the health
& safety and legislations policies, so she decided to quit the job. When I get to know about it, I
talked to her and personally explained her all the details, and she was happy to know the benefits
and rights of her. She is still working there, as well.
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