1.2: Types of Communication that Impact Customer Service Exchanges
This reading describes five types of communication contexts that can be encountered, directly or indirectly, in the customer service environment. To absorb this information most effectively, think about your own experiences interacting with people in these communication contexts. At the end of the reading, complete some of the exercises to help you better understand and absorb the information.
Complete this self-assessment of your interpersonal communication skills. After you have responded to all 40 questions, follow the instructions on the last two pages to calculate and interpret your score. This activity will help you assess your interpersonal communication skills and point to areas where you are strong and areas where you may need to improve.
Take this quiz to check your understanding of each type of communication and how each can impact customer service.