Knowing what you have experienced as a customer will help you understand how to better communicate with customers you face. After reading the text and participating in the scenario, reflect on two communication experiences you’ve had as a customer. 


Reflect one on positive communication experiences you have had as a customer, and one negative experience. Address the following in your initial response:

1. What was the situation?

2. Evaluate the methods of communication in the situation: Listening, writing, talking, reading, non-verbal expression.

3. What words were used by the customer service representative that impacted the effectiveness of the communication?

4. Reflect on the positive experience – why was it positive? What made a difference for you, as a customer, in what the representative did?

5. Reflect on the negative experience – why was it negative? What needed to be changed?