Effective Communication Strategies in Customer Service: A Report

This report delves into the critical role of communication, specifically verbal and non-verbal, within the context of customer service and marketing. It explores the advantages and disadvantages of each communication type, highlighting their impact on consumer behavior and satisfaction. The report covers the benefits of verbal communication, such as time and money savings, and the challenges, including potential for misinterpretation. It also examines the advantages of non-verbal communication, like its support for illiterate individuals and time efficiency, while acknowledging its challenges, such as vagueness and lack of structure. The report emphasizes the importance of interaction, avoiding negative language, active listening, and using appropriate tools in customer service interactions. Furthermore, it discusses the positive impacts of effective non-verbal communication on relationships and conversation management, as well as the positive impacts of effective verbal communication on company image and consumer confidence. The report concludes by underscoring the significance of both communication styles for organizational growth and understanding diverse consumer behaviors.

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Marketing
Communication
Customer Service: Modern Approach
(Student Details :)
8/2/2019

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Contents
Introduction................................................................................................................................2
Verbal and Non-Verbal Communication...................................................................................2
Benefits of verbal communication..........................................................................................3
Challenges of Verbal Communication...................................................................................3
Advantages of Non-verbal Communication in customer service...........................................4
Challenges of Non-Verbal Communication...........................................................................4
Important points to be considered..........................................................................................5
Positive Impacts of Effective non-verbal communication.....................................................6
Positive Impacts of Effective verbal communication.............................................................6
Conclusion..................................................................................................................................7
References..................................................................................................................................8

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Introduction
Consumer service delivery requires good communication as an essential component.
When the management of the organization has a clear understanding of the mission and
vision, then it is being able to perform their roles clearly. In addition, clear communication in
or outside the organization results in good customer satisfaction and thereby helps the
organization in achieving their organizational goals. In order to solve the problems
efficiently, effective communication from the consumer representative end is imperative
(Keller, 2009).
Both types of communication whether it is verbal or non-verbal are important for
effective communication. Such communication style has various advantages and
disadvantages, but it has been seen that both are very important for the consumer
representatives to sustain in this competitive world. Verbal communication can be used in
those cases when the words are more effective than actions. This type of communication can
be used as a tool because it helps in giving them opportunities and creating a new relationship
with the customers as well as society (RF Wireless World, 2012). On another hand, non-
verbal communication is a type of the process, which shares actions among the peoples. This
type of communication includes eye contact, blink rate, facial expression, posture and much
more (Business Jargons, 2019).
This report is going to focus on advantages and disadvantages of two types of
communication including verbal communication and non-verbal communication in the
context of consumer service representative and consumer behaviors. It will also include short
and long-term effects of the communication occurred at the internal and external levels.
Therefore, the report is helpful to understand the scenario of communication from the behalf
of a customer service representative.
Verbal and Non-Verbal Communication
Good customer service skill in the context of the consumer representative helps in
keeping the customers happy. Effective communication is the key to providing good
communication services. There are the various meanings of the communication i.e. it can be
referred to as the capacity to speak clearly. This also includes the ability to speak visibly and

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understand the problems of the customers and on the other side, it also helps in making the
customer understand. The feature of the good communicator is to listen first before speaking
anything (Wigham, 2013).
Benefits of verbal communication
Verbal communication in the field of effective marketing domain has many benefits
as follows:
Time-Saving
Verbal communication in the customer representative and consumer behavior helps in
getting the accurate instruction on any matter within a few minutes and it helps in giving the
instructions to the subordinate. Messages can be sent in a very short duration, which helps in
time-saving.
Money-Saver
If most of the things are, explain, verbally then the money and energy are not wasted
on explaining the things differently. There are fewer chances of the misrepresentation as all
the people are getting the instructions in a very clear way and common language (Freeman,
2009).
Feedback quickness
The verbal communication helps in clarifying the doubt spontaneously, without any
delay. Proper communication from the customer service representative is vital for solving the
problems.
Maintain secrecy
This helps in maintaining secrecy about the matter as there is no other way to prove
the information. Privacy in consumer behavior is maintained about the instruction given
among the various individuals, privacy is maintain working the customers in terms of the
information which is been given to them (Brinkert, 2010).
Altogether, with the above advantages, there are various disadvantages in the
customer service representative and consumer behavior.

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Challenges of Verbal Communication
Chances of distortion of meaning
If the instruction, which has to be communicated is not conveyed properly then there
are chances of misunderstanding in the context of its meaning. Due to various barriers present
in ineffective communication, there is a possibility that the intended meaning of the message
changes for the particular person, which can result in many problems.
Not convenient for longer message and develops misunderstanding
Sometimes without the indirect communication, the information becomes very
complex. Deep conversation can often result in misunderstandings. Sometimes, long
messages are not able to remember or understand clearly by the person after communication,
which leads to ineffective communication (Hertlein, 2014).
Advantages of Non-verbal Communication in customer service
Complementary
Non-Verbal communication can enhance its importance by adding non-verbal cues as
an individual can applaud someone without saying anything with the help of gesture.
Helps to illiterate people
Non-verbal communication in consumer representative service helps the illiterate
peoples. Good message practice gestures, eye contact without exhausting any spoken or
written word are usually supportive of illiterate persons (Webster, 2009).
Reducing wastage of time
In this type of communication, the time duration for communicating the message is
very fast. The message to the receiver reached very fast. For this particular reason, it
diminishes the wastage of time of the communicator.
Challenges of Non-Verbal Communication
Vague and imprecise
This type of communication is quite vague and imprecise. Since the non-verbal
message has no use of words, which express clear meaning to the receiver.
Difficult to understand

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Many types of repetitions are there which cause it very difficult to understand. As this
type of communication style, uses gestures, touch, an expression, which might not be
understandable by many people.
Lack of Professionalism
This type of style does not follow any type of structure compared to other styles.
Customers may not be able to understand the language of the representatives (The business
communication, 2013).
While communicating with the customer and knowing the consumer behavior, the
consumer representative should be aware of and should avoid the following things to make
the communication effective.
Important points to be considered
Interaction
The representative should consider that the customer needs a human touch; they
should not avoid the interaction between the consumers. It is very important for the
representative to introduce him or her with the company name and ask how they may help in
a humble tone. Customer should feel that the particular person is willing to help.
Avoid negative phrases
The representative should avoid negativity while communicating with the customer.
They should keep in mind that there is no place for the negativity and doubt in customer
service. Agents, who are not having the solution for the question of the consumers, should
avoid using such types of the language, which give the hint to the customer that the agent is
unable to solve the questions.
Listen closely and avoid interrupting the customer
Agents should always listen to the customers very effectively without interrupting in
between. As interpreting on between reflect lack of respect and may lead to the problems.
Therefore, it is very much necessary to offer the solution only when they are ready to listen.
Appropriate answers

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The consumer may not understand the technical language. An agent needs to use
sensitive language to help the customer about their problem. An agent should not confuse the
consumer in any situation.
Use of right tools
It is very important for the consumer representative team to use the appropriate right
resources while communicating with the consumers, which help in providing the best quality
of work. For this, CRM (customer retention management) software programs are very
important in this competitive market. This is one of the important sales tool, which helps in
providing valuable insights to customer service representatives.
These are some of the important points, which should be considered for giving the
appropriate responses by the customer service representatives and consumer behavior. Verbal
and non-verbal communications have ethical long term and short terms effects both
externally and internally in solving the problems of the consumers (FreshWorks, 2019).
Positive Impacts of Effective non-verbal communication
Adding value
It helps in adding the value to verbal communication. The non-verbal signal can be
used as the substitute, which emphasizes and can contradict the verbal communication. Non-
verbal signal help the customer service representative to assist the customer in understanding
the solutions. The long-term effect is being added on the communication.
Effect on the relationship
Based on (Business Jargons, 2019), non-verbal communication affects the
relationship between the customer and agent if not used properly, this can help in developing
a good relationship if it is used properly. Non-verbal communication helps in giving accurate
knowledge to the consumer in the organization and outside the organization. It has a long-
term effect on customers.
Managing conversations
Non-verbal communication helps in connecting with each other. This helps in
enhancing short-term communication with the customers and has a long-term effect on
society. These behavior allow them to understand and helps them in receiving the message.

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Positive Impacts of Effective verbal communication
Verbal communication helps in reflecting the image of the company, as the way of
talking of the management or company agent to the consumer portrays an image of an
organization.
Apart from this, verbal communication also helps in creating a long-term relationship
with society. Barriers in the communication between the consumer and agent can be reduced
by verbal communication. This also results in increasing the job satisfaction level. Consumers
feel safe if they are being communicated verbally. Besides, receiving accurate information
always boosts the confidence of the management (Jackob, 2011).
Conclusion
In whole, both the type of communication styles include verbal and non-verbal is
essential for effective growth in the context of customer representative as well as to
understand different consumer behaviors. It has been found that effective communication in
an organization can be achieved by utilizing recommended communications styles
appropriately. In a nutshell, different advantages, disadvantages, along with impacts have
been discussed successfully.

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References
Brinkert, R. (2010). A literature review of conflict communication causes, costs,
benefits and interventions in nursing. Journal of nursing management, 145-
156.
Business Jargons. (2019). Non-Verbal Communication. Retrieved from business
jargons: https://businessjargons.com/non-verbal-communication.html
Freeman, H. (2009, April 15). Actions speak louder ... the guardian.
FreshWorks. (2019). A beginner’s guide to CRM. Retrieved from fresh works:
https://www.freshworks.com/freshsales-crm/what-is-crm/
Hertlein, K. M. (2014). Advantages and disadvantages of technology in relationships:
Findings from an open-ended survey. The Qualitative Report, 1-11.
Jackob, N. R. (2011). The effects of verbal and nonverbal elements in persuasive
communication. Findings from two multi-method experiments.
Keller, K. L. (2009). Building strong brands in a modern marketing communications
environment. Journal of marketing communications, 139-155.
RF Wireless World. (2012). Advantages of Verbal Communication, Disadvantages of
Verbal Communication. Retrieved from wireless-world:
https://www.rfwireless-world.com/Terminology/Advantages-and-
Disadvantages-of-Verbal-Communication.html
Business communication. (2013). Advantages and disadvantages of non-verbal
communication. Retrieved from business communication:
https://thebusinesscommunication.com/advantages-and-disadvantages-of-non-
verbal-communication/
Webster, C. &. (2009). Effect of a service provider's communication style on
customer satisfaction in a professional services setting: the moderating role of
criticality and service nature. 1Journal of services marketing. Journal of
services marketing, 103-113.

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Wigham, C. R. (2013). A study of verbal and nonverbal communication in Second
Life. The ARCHI21 experience, 63-84.