I am involved with customer service on a daily basis as I offer a freelance website design service and a stuttering therapy course. I also work with a company that offers people the opportunity of obtaining cheap calls.

So what would be classed as excellent customer service? What would be classed as very good customer service communication skills? Well these are the questions that the top management of each and every company need to know the answers to. I will be giving my opinions in the rest of this article; I hope you enjoy the read.

A typical example and a very common mistake:

Just think for a moment and ask yourself the following question, if you don’t mind! How many times have you been promised a call back from a customer services representative; when in the end they fail to call you back? I am fairly sure that the majority of people will have experienced this annoyance. You then have the task of having to contact the organisation to chase up the query, this is of course more than frustrating. There is always an excuse of course – I was going to phone you back however I was just waiting for a colleague to get back to me. Sorry but that just is not good enough, the customer services worker could and should have phoned me on that day, the day they had said that they would, to inform me that they were still awaiting for information from their colleague. If they have achieved this then fair play and I would have to say that they have top notch communication skills.

I, being the type of person that I am, will then relay how badly I have been treated at the hands of this company to my family and friends. They then in turn are likely to continue to spread the word as to how poor this business is in the ever essential role of communication. It is fairly obvious that productivity could well be effected if the communication skills are not up to scratch.