What can be a result of poor communication in customer service?

Poor communication in customer service can lead to confusion and frustration on the part of the customer because it hampers their understanding of the information being conveyed. When representatives do not clearly articulate policies, product details, or resolutions to issues, customers may leave interactions without a clear understanding of their concerns being addressed. This lack of clarity can result in mixed messages, leading to dissatisfaction and uncertainty about what to expect from a company.

In an effective customer service environment, clear communication fosters trust and enhances the customer experience. Conversely, the absence of this clarity can create obstacles in the customer journey, ultimately damaging the relationship between the company and its customers.