IT284 Week 3 Assignment - How to Communicate


IT 284 Entire Course Link


Consider the following scenario:

Bill, a project manager from a financial 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 how to use the software. Note that communication is a key component to professional customer service.

Write a 700- to 1,050-word paper describing an approach, without solving the issue, that might be used to build a relationship with Bill. Your paper must define and address any messaging technologies that would be applicable, as well as the following:

• Nonverbal versus verbal communication
• Effective questioning strategies
• Rapport techniques
• Active listening skills

How to Communicate
First impressions are very important especially when you first communicate with your customer on the phone. This will set your rapport with him/her in the future. That first call could either make or break your rapport with your company and Bill.
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