Question

CHAPTER 9

Critical Thinking

1. Have you or anyone know attended a communications seminar provided by an employer? If so, what was it more or less effective than training that used other approaches?

2. Recount a situation you participated in or observed recently in which all elements of the communication model were successfully implemented and resulted in a shared message. Was the communication successful? What, it anything, might have improved communication between the sender and receiver?

3. Describe the behaviors of a person you know who predominantly uses a passive communication style, one who uses an aggressive communication style, and one who uses an assertive communication style. How did each of those styles impact their dealing with customers and colleagues?

4. Assume that a customer returns an article of clothing or a household item for a refund or credit.   Develop six queries a SCR might use in this situation that make use of each type of question: open, probing, closed, alternative choice, leading, and direct.

5. Describe your reaction to a business letter or e-mail message you’ve received recently that you perceived as having an inappropriate tone. In what ways was it insensitive? How did it make you feel?   

COURSE: Customer Service

Answer 1

1. Yes, I have attended a communications seminar provided by an employer who used to work in our company. I think in communication seminars, the employees get a chance to learn something from the life experience of the leader or an employer who is taking the seminars. Communication seminar is an effective way for a lot of employees to learn something from their employer at a time. Communication seminar is used to have a discussion on a particular issue with your employer and if it will be a common issue, they may try to solve it and think about a solution in that seminar as well.

2. While communicating with a client of mine on a phone call, I was solving her concern by guiding her on what to do next so that the issue of her computer can be solved. Yes, the communication with a client of mine was successful. While listening to a concern of my client on a phone call, sometimes I was hearing random noises from the background and because of that, it was very difficult for me to understand her concern very well. But I asked her to repeat her concern which helped me in understanding the concern which she had. I think the communication with her could have improved if she could have submitted her query through an email or explained her query on a phone call by going to a place with less noise.

3. Generally, a person who uses a passive communication style is able to impress their customers as well as their colleagues. A person with a passive communication style never shares his/her opinion and always fulfill the demand of others by listening to what others are saying.

A person who uses an aggressive communication style may hurt their customers by visually and physically abusing them. These type of persons can express their feelings and opinion which may be going to hurt someone in some way.

A person who uses an assertive communication style behave very well with their customer as well as their colleagues. Generally, the customer, as well as their colleagues, love these kinds of persons, since a person who uses an assertive communication style express their feeling as well opinions about sometimes but at the same time they also respect the opinions with whom they are communicating. So, If a seller is using an assertive communication style may help you in finding the best dress based upon his and your likings.

4. Six queries an SCR might use in the above situation are:

Open: How was the household item?

Probing: How was it working at your home?

Closed: Did the household item worked well for you?

Alternative Choice: Would you like to see any other household item of the same variant?

Leading: Are you having any difficulty using this item?

Direct: May I know the reason behind returning this household item?

5.

The email message I received recently from a customer was full of negative tone. It looks like he was very frustrated with our product and he said in the email that we are bluffing him. He also used a slang which really made me feel bad. But I calmed myself down and responded to his email to find out the reason behind his frustration. And it also helped me in solving his concern.