THE CUSTOMER IS ALWAYS RIGHT Telephone based customer service communication styles that lead to customer satisfaction
Abstract
This study deals with a telephone based customer service and the communication
styles that make the communication in this setting successful or unsuccessful.
Many companies in Sweden have a telephone based customer service, and often times the
customer’s initial contact with the company is through the customer service. This is why
the future of a company may depend on the quality of its customer service, and the
implications and suggestions are given in order to answer the question of which
communicative styles lead to customer satisfaction in a telephone based customer service.
An online survey was created in order to get the data, and the answers from one hundred
participants were analysed. A combined method of quantitative and qualitative analysis
was used to get the results. The quantitative method was used to get the age, gender, and
country of birth numeric differences, and the statistical data, and the thematic analysis was
used in the qualitative method, in order to get the qualitative data.
The results show the positive connection between the so called ‘warm’ styles of
communication and the customer satisfaction, and the negative connection between the
cold, impersonal communicative style and the customer satisfaction. The correlation with
the theoretical implications, shows that finding the right style of communication, thus
providing every customer with the personalized, not tailored to fit all service, leads to
gaining a satisfied and loyal customer. Managerial, and suggestions for interpersonal
communication employee training according to the customer needs, are given in the last
section.
Degree
Master theses
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Date
2017-10-26Author
Trako, Amra
Keywords
interpersonal communication
customer service
communication styles
Series/Report no.
2017:087
Language
eng