Question

What channel would you select to give feedback to an employee who mishandled a call with a customer?

Answer 1

There are different communication channels to give feedback to an employee who mishandled a call with a customer. It can be done through a written mail , chat bots, writing a review on the customer care , phone call, faceto to face communication. Among these, writing a mail, phone call, face to face communication are the effective ways even though each of them has their own advantages and disadvantages.

E- Mail: Through an email  you can give the feedback about the employee mishandled with the customer writing it to his manager. You can give the detailed information what had ahppened during the call and how the employee had mishndled the customer and what are you expecting from the employee for the customer. So, this mail acts as an evidence or proof in future purpose which contains the communication between the two parties.

Phone Call: With the help of the phone call you can get the immediate response from the concerned party about the issue you are facing. You can express your emotions and can speak to them in real time and get the issue resolved. You can aalso record the phone cal for your future references. If you does not get any response to your email, you can opt for this option to get the immediate response.

Face to face meeting: This is the effective way to give the feedback and get the solution on the spot. we will be able to know the their responses and also understand through their facial expressions and body language whether they are guilty of doing so and to know whetehr they are interested in resolving the issue or not. When none of the above communication channel works you can opt for this. But, it is not possible for every one to go to the office premises and have a meeting, even the managers will not be ready or available to have a meeting.

So, I select a Phone Call as a communication channel t give a feedback to an employee who mishandled a call with a customer because this channel is an effective way to communicate when compared to othr channels after considering its disadvantages.