chapter  13
16 Pages

Improving customer relations

So what are the implications of these trends for the communicative practices of a workplace? One of the more immediate implications is the need for more interactional skills for employees at all levels as they attempt to understand and respond to the needs of their internal and external customers. With the greater sophistication and expectations of consumers, standards of service have accordingly been set at increasingly higher levels, in terms of both the quality and the breadth of service provided. These increased expectations are often reflected in role descriptions and competency standards for different jobs.