e) The significance of active communication in customer service in a company

According to Gately. (2017), Effective communications starts with listening Communication can
be in the form of speaking, writing, or body language. In the world of business, effective
communication is a lynchpin in many areas including customer service, because the business that
communicates better can win more customers.

Active communication skills are highly important in a customer service environment. Good
communication skills will help you build a great relationship with your customers in a way that
reflects positively on the company and will keep your customers happy with the service they are
receiving.

The majority of people think of communication as the ability to speak clearly and to be
understood. On the other hand, other element of communication, including the ability to listen
and the ability to empathize, are equally if not more important in customer service. Good
communicators listen before trying to speak to the customer.

Effective communication can also be used to meet customer demand and to solve problems.
Consider this: an aggrieved customer approaches a company or enterprise seeking help to resolve
certain issues connected to a past transaction. The corporate point of contact chooses to hear the
customer and proceeds to solve the problem. We may recommend multiple interventions on the
part of the company to address the customer’s grievances and solve the immediate points of
conflict.

Effective communication is an important aspect of customer service. A large enterprise or a

small business may have multiple points of contact with the customer. Each point of contact is an
opportunity for the business to thrive by delighting customers. The business should encourage
open communications with customers at these points, because such actions can boost customer
confidence and enable the business to stand apart from its competitors.

Reference

Gately, R. (2017). Importance of Effective Communication in Serving Customers. New-York ,

Cambridge press.