Week Two Homework

Write a 2- to 3-page paper using the following scenario: Communication is a key component to professional customer service. Alex , a project manager from a Accounting firm, calls the computer support hotline and expresses his frustrations with the software he has just purchased from your company. He is a new customer and has little experience with the software. Without solving the issue, write an approach that could be used to build a relationship with Bill. The paper must define and address the following communication skills:

  • Nonverbal versus verbal communication
  • Effective questioning strategies
  • Rapport tactics
  • Active listening