Communication with clients: problems and a modern approach to solving controversial communication situations

Abstract

The contemporary world is unstable: the economic, political, social, and technological fields are subject to changes, which influences the communication between the client and the agent. With the development of society (the emergence of the phenomenon called “knowledge-based society”), the relations between the beneficiary and the service provider are transformed. Moreover, the uncontrolled implementation of information and technological innovations, as well as the globalization of the goods market in the 21st century, have called into question the efficiency of using old communication models in the “client-agent” relationship. Modern economic relations require the agent to be more than ever punctual, assertive, moral, and well-informed in the field of digital technologies. To demonstrate these aspects, behavioral models for agents, developed by economic schools, as well as statistical data from the information field, were brought into discussion. It was found that many models developed in the early 2000s are still applicable today but have undergone certain stages of adaptation to the current economic and social context, although there are no guarantees that previously adapted models will be able to be used in the future. In conclusion, despite the complexity of the investigated subject and some particular aspects, we can say that the "agent-client" communication process is currently standardized.