The Communication Chain - EIST Growth Circle

The Retail Service as a Strategic Communicator The Communication Chain

The Retail Service as a Strategic Communicator

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Module 1 – Communication as the Foundation of Customer Service

Why customers remember how they felt, not what was said.

The Communication Chain

How unclear communication damages service standards

Aligning message, tone, and body language

Module 2 – The 4 Communication Styles in Service

Drawing practical insights from personality-based frameworks

Module 3 – Six Essential Skills for Service Communication

Maintain confident eye contact

Use positive and reassuring language

Be clear and concise

Practise active listening

Adapt style to customer personality

Ensure professionalism in written communication

Module 4 – The 6 Laws of Influencing in Service

The Law of Liking – Building natural connection

The Law of Authority – Demonstrating credibility

The Law of Consistency – Encouraging commitment

The Law of Reciprocity – Creating goodwill

The Law of Scarcity – Communicating urgency ethically

The Law of Social Proof – Reinforcing trust

The Extra Law – Emotional Intelligence in service

Announcements Course Info

Message → Interpretation → Emotion → Behaviour → Outcome

Conversational Form (#7)

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