Communication's Impact On The Impact Of Interpersonal Communication

Communication is described as the procedure of transferring a message from a sender to a receiver (CSU, 2015, p.2). Communication can be a complex process that is highly reliant on on the nature of the message. This feature and other factors impact on the effectiveness of the communication (CSU, 2015, p.2). Interpersonal communication is communication between two people. It can be either verbal such as using languages, or sound or non-verbal such as gestures, body language and tone, but is usually a combination of both (CSU, 2015, p.2). The video presented illustrates poor customer service through many factors and presents the implications of how poor customer service affects the relationship between customer and organisation.

Customer service

This is poorly represented in the video as the customer tried to explain that she has already completed the necessary steps into acquiring the goal, which is receiving a loan, and the employer then reaches for his mobile phone and starts to read another message that was sent to him rather than listening and engaging in with the conversation with the customer. This illustrates that the employer is showing no attention to the customer and is not handling the situation in a professional or discrete manner, as the nature of the interaction is about finance of the customer (CSU, 2015, p.7). When the customer then explains what the loan is for and openly showing her emotions of distress and that the situation is an emotional one, the employer shows no sympathy for the customer by not engaging in the conversation and by not being sympathetic during the conversation (CSU, 2015, p.7). Effective regular communication includes, giving customers your full attention, handling sensitive and confidential issues in a professional and discrete manner, speaking clearly and concisely, using active listening techniques such as nodding of the head and eye contact and verbal acknowledgement (CSU, 2015,