Overview

Knowing what you have experienced as a customer will help you understand how to better communicate with customers you face. After reading the text and participating in the scenario, reflect on two communication experiences you've had as a customer.

Instructions

Reflect one on positive communication experiences you have had as a customer, and one negative experience. Address the following in your initial response:

What was the situation? Evaluate the methods of communication in the situation: Listening, writing, talking, reading, non-verbal expression. What words were used by the customer service representative that impacted the effectiveness of the communication? Reflect on the positive experience - why was it positive? What made a difference for you, as a customer, in what the representative did? Reflect on the negative experience - why was it negative? What needed to be changed?