Interpersonal communication in customer service

This week’s topics

Interpersonal communication in customer service

1. Active listening and empathy
2. Verbal and non-verbal communication
3. Adapting communication across channels
4. Emotional intelligence under pressure
5. The Art of Active Listening | The Harvard Business Review Guide
6. Emotional Intelligence
7. Listening skills

What you will be able to do

• 4.1 Explain why effective interpersonal skills are important in a customer service context.

Activity

Start with this week’s 3 videos, then: Seminar, guided reading and a short written task: explain why effective interpersonal skills are important in a customer service context.

Study materials

Videos

• The Art of Active Listening | The Harvard Business Review Guide · YouTube · Harvard Business Review · 8 min · for registered students
• Emotional Intelligence · YouTube · Galton College · 15 min · for registered students
• Listening skills · Oak National Academy, Key Stage 3 (lower secondary level) · for registered students

Further resources

• Business Communication for Success, ch. 3.5: Listening and reading for understanding · PDF · Saylor Academy, textbook chapter; pp. 114–116 · for registered students
• Emotional Service Expectation, Perceived Quality and Satisfaction: Deep and Surface Acting · Reading · Reading, article · for registered students