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10.5593/sgemsocial2017/15/S05.022

COMMUNICATION SKILLS OF THE CUSTOMER SERVICE STAFF

M. Korenkova
Thursday 28 September 2017 by Libadmin2017

References: 4th International Multidisciplinary Scientific Conference on Social Sciences and Arts SGEM 2017, www.sgemsocial.org, SGEM2017 Conference Proceedings, ISBN 978-619-7408-17-1 / ISSN 2367-5659, 24 - 30 August, 2017, Book 1, Vol 5, 173-180 pp, DOI: 10.5593/sgemsocial2017/15/S05.022

ABSTRACT

Customer service staff have to communicate daily in different situations both verbally and non-verbally, by means of personal discussions, telephone calls, e-mails. It is often said the first impression is decisive and that is why good communication skills are considered the essential condition of success of customer service staff. If the customer service staff are not able to communicate correctly, the probability of their failure increases. Explicitness, briefness, precision, completeness and politeness can be considered the basic requirements of the customer service agent communication with the client. That is why it is important for the customer service agent not only what he says but also how he says it. To communicate successfully, the customer service agent needs to be empathic to other people (clients) and get their trust.
The aim of the article is to present the partial results of the research focused on the analysis of the customer service staff communication skills in the selected 3 telephone companies in Slovakia.
Data were gathered by the form of questionnaire. The collected data were analysed by the means of individual statistical methods in programs Statistica and SPSS. They helped to identify the weaknesses of customer care agents and the differences among individual telephone companies.
Even if the results show the level of communication skills of the customer service staff is approximately the same in all three companies, we can say the best evaluation by the respondents acquired the customer service staff of Orange Slovakia.

Keywords: clients, customer service staff, communication, communication skills, qualification of the customer service staff