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Communication – Our most important tool in everyday life and in customer service

It is common knowledge that humans are social beings. Communicating with one another is one of our survival techniques and an important tool in understanding and mastering the world around us. We actively influence the people around us, build social relationships and learn from each other. In this blog post, we want to take a closer look at what exactly is behind this.

Our main motivation is to exchange information with one another. Either to help others with our knowledge or to get helpful information yourself. Furthermore, we communicate in order to influence one another because we want someone to do something for or with us. But we also communicate in order to express our feelings or to hide them from one another. We communicate through our language with what we say, but also with our intonation, pitch, dialect and speaking speed. When writing, not only the information presented is decisive, but also our choice of words, handwriting and the choice of writing utensils.

One of the most decisive aspects of our communication is non-verbal communication in the form of facial expressions, gestures, posture, movement, touch, spatial positioning, clothing and other decorations. In this way we can consciously or unconsciously express information, feelings and intentions and equally assess other people. Various studies have found that we can assess other people in less than a second. Up to 95 percent of the first impression is determined by non-verbal communication and only 5 percent by verbal communication.

In our modern times, it is becoming increasingly difficult to build on this established interpersonal conversation. Most of our conversations take place online, often over text or audio channels. There is also a lack of non-verbal communication in a professional context, for example due to decreasing personal customer contact due to more online purchases. To counteract this trend, there are digital, browser-based solutions such as the CALLSTR video tool for the company website, which enables individual face-to-face customer interaction. Inquiries from website visitors can be processed quickly and efficiently with the 1-click solution and the personal contact promotes the user experience through additional non-verbal communication and thus customer satisfaction, trust and customer loyalty.

Since the consultant can be seen live by the website visitor, the website visitor gains a better first impression and develops a more intimate relationship with the consultant. The reflection of emotions and the content of the conversation, e.g. by nodding in the affirmative, smiling or open posture, gives the interlocutor greater trust and suggests the unrestricted attention of the consultant. Additional thoughtful communication such as eye contact with the camera, a calm, friendly voice and active listening will leave a good first and lasting impression.

This post is inspired by articles by:

Pounga Joshua: Communicationtheory.org,

Julia Lohrmann & Anette Kiefer: Planet-wissen.de,

Paul Adams: Peachpit.com,

Skillsyouneed.com,

Agentur-fuer-freundlichkeit.de

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