Social Growth, Economic Progress

After Reading This Chapter You Will Learn About:
1) The Different Levels of Communication & Leadership Styles
2) Effective Communication Skills For CSR’s
3) How To Inspire, Motivate & Persuade Your Customer
4) The Importance of Team Effort & CSR’s Related Issues


Part 1   Competent Communicators

Communication is the single most important tool that influences every aspect of our lives. Our ability to use and manage communication skills effectively will ultimately determine whether we attract the positive or negative realities of life into our lives. The more we use communication in the right ways and with positive results oriented motive you will be setting the stage for the greatest things to occur in your life, in the life of your business and among the people in this world. The success of your business depends on its positive appeal and credibility with people. The customer service representative must become the competent communicator who is competent enough to translate the good intent of corporate leaders to the final consumer and so encourage positive public response to the firm’s product and services.

CSR’s must be trained and molded into gems of competent communicators. And there are certain essential characteristics of this body that they must be able to understand, relate to and display easily in their respective fields as customer service representatives. These characteristics addresses issues like physical appearance, level of self confidence in their communication efforts, speaking skills and clarity in expression, the awareness of the language their body speaks and knowing how to use it effectively to achieve desired results. Their ability to use the various speaking skills techniques to inspire, motivate, persuade and sustain the interest of the customer in an attractive manner are also part of these essential characteristics of the competent communicator that they must clearly understand. However, before further examining these essential characteristics of the competent communicators and the effective utilization of speaking skills techniques, aimed at motivating positive public response, let us examine the different levels of communication.

There are four levels to communication that is essential for customer service representatives to be able to relate to. Their ability to understand these levels of communication will help them better understand self, overcome communication barriers and better relate to the wider world of communication.
A) Intrapersonal Communication

This level of communication referred to as interpersonal communication is communication within oneself. It is the medium of communication through which all other forms of communication is shaped into a source of life.  This source of life is either positive or negative depending on the individual socialization to the realities of life and their ability to use communication as a positive source of influence to inspire desired results. At this level of communication it is important for CSR’s to be able to relate to and understand their deeper sense of self.

In my first book “Strategic Communication” I outlined how one can tap into this deeper awareness of the real self, which is completely vital for us to grow in our work related encounters, social settings and experience the abundance of life. The awareness of our DSS at the first level of communication is very essential to how we see self. If your DSS is not in true alignment with your real substance and untapped potential it may tend to influence you and how you see the world around you negatively, which intern overshadows how you treat the realities of life. In the case of CSR’s it is necessary to create enabling environments knowing that people learn what they live and live what they learn and the institution should have positive reinforcement in training programs that truly helps the customer service representatives to truly gain self knowledge that is truly aligned to the institution and the individual aspirations.

The shaping of the awareness of the real self helps the individual to display a higher level of self confidence in dealing with the reality of life and influencing desired results. People that have self knowledge, self confidence and the willingness to apply self achieve more out of life. In the case of CSR’s the results are no different. They will be able to experience some level of job satisfaction. They will be better able to relate to the final consumer and ultimately gain more through the work related experience and the firm will be in a much better position to earn more based on increase level of involvement in the job, rise in productivity level and the better quality of customer care.

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