What aspect of communication can positively influence customer perceptions?

Using a friendly tone and providing clear explanations are key components of effective communication that significantly enhance customer perceptions. When employees engage customers with warmth and friendliness, it creates a welcoming atmosphere. This helps to build rapport and establish a positive connection, making customers feel valued and respected.

Clear explanations are equally important; they ensure that customers fully understand the products, services, and any relevant processes. When information is presented in an understandable manner, it minimizes confusion and uncertainties, leading to increased customer confidence in the service being provided. This combination of friendliness and clarity fosters a positive experience, likely resulting in customer satisfaction and loyalty.

In contrast, speaking quickly may come off as rushed or dismissive, which can make customers feel unimportant. Using formal language consistently can hinder rapport-building, as it may foster a sense of distance rather than friendliness. Lastly, relying solely on written instructions fails to address individual customer needs or provide immediate clarification, which can lead to frustration and misunderstandings.