Communication and Customer Service
The Impact of Communication Styles on Customer Services
Perry Leiss
12-10-12
Kaplan University
The time that I was not satisfied with a service is the time I rented movies at the local video store. My problem had nothing to with the experience or how I was treated during my rental. My complaint came the day after when I returned the movies. When I return movies I always bring them back hours before they are due and I either put them in the back drop off or the front drop off, I rarely go into the store to return them. It was around 1pm when the movies were returned and later on that day I got a phone call from the video store around 7pm with a message that my rentals were late. I told the employee that I returned them in the back drop off and to check it. Well this same type of situation happened to me 3 weeks in a row. The 3rd time was the last straw so the next time I rented videos I made a complaint and told them how I felt and where I always drop the movies off when I return them. The complaint I made was delivered in a nice, peaceful verbal manner. Since then I have no problems with getting phone calls for movies that aren’t late. I spoke to the employee directly so therefor I didn’t send them an email about my complaint. If I did send an email it would be an assertive communication style email. It would be written professional and state my expectations of the company. I would not label or judge anyone or the company in any way in the email.
Gibson, P. (2012). The World of Customer Service, 3rd Edition. (pg. 123-216) Mason, OH, Thomson Learning Inc.
Leon F. Kenman (PhD, linguistics, University of Texas–Austin) taught business com
Reid, J. M., Jr., & Wendlinger, R. M. (1978). Effective letters: A program for self-instruction.
With the assistance and collaboration of New York Life Insurance Company (3rd ed.). New
York: McGraw-Hill. (Original work published 1964)
Strunk, W. (1918). The elements of style. Ithaca, NY: Privately
Perry Leiss
12-10-12
Kaplan University
The time that I was not satisfied with a service is the time I rented movies at the local video store. My problem had nothing to with the experience or how I was treated during my rental. My complaint came the day after when I returned the movies. When I return movies I always bring them back hours before they are due and I either put them in the back drop off or the front drop off, I rarely go into the store to return them. It was around 1pm when the movies were returned and later on that day I got a phone call from the video store around 7pm with a message that my rentals were late. I told the employee that I returned them in the back drop off and to check it. Well this same type of situation happened to me 3 weeks in a row. The 3rd time was the last straw so the next time I rented videos I made a complaint and told them how I felt and where I always drop the movies off when I return them. The complaint I made was delivered in a nice, peaceful verbal manner. Since then I have no problems with getting phone calls for movies that aren’t late. I spoke to the employee directly so therefor I didn’t send them an email about my complaint. If I did send an email it would be an assertive communication style email. It would be written professional and state my expectations of the company. I would not label or judge anyone or the company in any way in the email.
Gibson, P. (2012). The World of Customer Service, 3rd Edition. (pg. 123-216) Mason, OH, Thomson Learning Inc.
Leon F. Kenman (PhD, linguistics, University of Texas–Austin) taught business com
Reid, J. M., Jr., & Wendlinger, R. M. (1978). Effective letters: A program for self-instruction.
With the assistance and collaboration of New York Life Insurance Company (3rd ed.). New
York: McGraw-Hill. (Original work published 1964)
Strunk, W. (1918). The elements of style. Ithaca, NY: Privately