Abstract:
Training in interpersonal communication helps in enhancing customer service experience.
The Functional Fluency model of transactional analysis provides training inputs by which employees can
monitor their response with the customers and thereby improve this customer experience. The paper aims
to discuss this issue.
Design/methodology/approach – The integration of the Functional Fluency model with “Gap 3” of the
SERVAQUAL model.
Findings – The “Gap 3” in the SERVAQUAL model is about service delivery affected due to poor
interpersonal communication by employees. Here the Functional Fluency model helps in identifying the
dominant response style and the variables emergent for a group of frontline staff. This can help in designing
training programs that will assist in employees enhancing their interpersonal communication from positive
functioning and being cautious or exercise restraint on the negative functioning of Functional Fluency model.
Research limitations/implications – The research limitation is that since the model provides a
pen-picture on the communication response style of a large group of employees on the 54 descriptors of the
Functional Fluency model, a broad training program may be designed for the group. Second, a large group
is sought for implication to take shape.
Practical implications – General communication response style may be identified for different groups and
based on this a training module or program based on Functional Fluency may be designed specific to each
group.
Originality/value – The importance of the Functional Fluency model in providing an evaluation and resolve
on the nature of communication responses, during customer-employee interactions, to enhance service
delivery in bridging the Gap 3 of the SERVAQUAL model.
