IGNOU MTM 1 2018 - Discuss the importance of communication in the service industr

Question

Discuss the importance of communication in the service industry. Substantiate your answer with suitable examples.

08 Mar 2018

Answer :

Word Count : 815

Effective communication is a critical component of customer service for small organizations. Customer service efforts are designed to ensure the prompt and efficient delivery of quality products and services to customers, as well as the effective recovery from any service-related issues that may arise. In dealing with customers, communication is essential, whether it is face-to-face, over the phone, via email or, increasingly, through online channels.

Service Economy

According to the Bureau of Labor Statistics, customer service representatives held about 2.3 million jobs in 2008, ranking among the largest occupations. These numbers are expected to grow by about 18 percent between 2008 and 2018, faster than any other occupation. Clearly customer service is becoming a priority. In fact, just about every type of business has customer service staff. The median wage for these types of positions, according to the BLS, is $14.36 per hour. The highest-paid 10 percent of those in this type of role make $23.24 per hour.

Communication is Critical Skill

For those in customer service positions, strong communication and

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