Customer Service

MNM1502

Study unit 2
 Communication

• Communication is part of everyday life and all

of us communicate on a daily basis

– Communication can be defined as the process

by which two or more participants use a general
set of symbols to share information, ideas,
opinions, thoughts and understanding with one
another.
 Communication

Communication can be categorised into two types:

– Interpersonal communication
– Mass communication
 Communication

• Communication can also be:

– Verbal

and

– non-verbal

(Note this slides will only focus on Verbal

communication)
Communication model
 Verbal communication

• Verbal communication is communication

taking place by means of words – either
spoken or written

• Methods of verbal communication include:

– Talking - Listening
– Writing - Reading
 Importance of verbal communication

• In verbal communication both sender and

receiver have a responsibility to communicate
well with one another to ensure that the
message is clearly understood by both parties
involved.
 Talking

Organisations should pay attention to how they talk to customers. This

includes paying attention to the vocal aspects influencing customer
service
VOCAL ASPECT DESCRIPTION

Voice inflection Any variation that occurs in a person’s voice,

whether it is in pitch, timing or volume
Pitch The tone of the voice, including the highs and lows

Timing Whether an employee talks fast or slowly

Volume Whether an employee talks loudly or softly

Articulation/ How clearly an employee speaks and how well they

enunciation articulate every word.
 Writing

• Learning how to write well is an important skill to learn, particularly

when dealing with customers in a customer service scenario.

Written communication is more effective in the following circumstances:

• When the message can be clearly structured and easily understood

• When the topic under discussion is not too complex and doesn’t
involve a lot of discussion.
• When the message is straightforward, to the point and doesn’t
involve a lot of emotion
• When high levels of formality are involved between two parties
 Writing
Guidelines for effective written communication
GUIDELINE DESCRIPTION
Subject line  Heading of the written communication
 Should attract the receiver’s attention
 Informs them what the message is about
 (if possible) highlight what needs to be done.

Put the key point first  Identify the key point

 At the top of your message,
 Follow with the background information.

Know the audience  Know who you are writing to.

 Know what the audience will gain from your message
 Be aware of what audiences know and don’t know.
 Write clearly (understandable fashion without jargon)

Organise the message  Structure in a way that makes logical sense.

 Including descriptive sub-headings for each sub-topic discussed, using bullets, numbering
or even using different fonts and colours.
 Modes of verbal communication

• Face-to-face communication
• Phone
• E-mail
Factors affecting verbal communication

• More than one meaning

• Intentionality
• Relationship and connotation
• Words and hidden value