Question

Scenario

For the third time in less than a week, Wanda has received a phone call from a customer who is upset that when her order arrived, it was incorrect. Wanda refunded money to all three customers in order to keep them happy. She is not sure what’s causing these errors, but she knows it has to be remedied or she will lose customers.

When you meet for coffee, Wanda mentions these problems and wonders aloud what the issue is. Is the customer service staff is not writing things down correctly, or is production not reading the orders correctly? Alternatively, the mistake could be in shipping with the young man who comes in after school to package and prepare orders for shipment. Salty Pawz can’t afford an automated system yet, so everyone must rely on person-to-person communication to get order details correct.

For Discussion

1. Explain to Wanda common reasons why organizational communications can become ineffective and break down. Suggest specific things to watch for in her organization that can indicate poor communication skills.
2. Make at least one specific recommendation that Wanda can implement to improve communication among Salty Pawz departments and individual employees.
3. Now that you have improved communication at Salty Pawz, think about a time when you were on the receiving end of poor communication, such as when the message was not clear or the wrong information was conveyed. What was the consequence of this poor communication? How did you or would you keep this from happening again in the future?

Answer 1

Answer :-

Wanda should keep an eye out for the accompanying things in her association which can show towards poor correspondence:

• Relational abilities/language issues in the client administration division .
• Are there any composed records kept up for each request the client is putting in the client administration division?
• Method of correspondence received by every one of the divisions (if the client administration is sending composed solicitations for client requests or illuminating them over the call) .
• Is the generation division making a record of the client request?
• on the off chance that the transportation man is rechecking the bundle and the subtleties on it with the client request subtleties before conveyance?

I would propose Wanda to guarantee that every division is keeping up an appropriate record of the subtleties imparted to them anytime of time so when an instance of wrong request is featured, Wanda can discover where the issue was .

Also,only one individual from a particular office ought to convey the subtleties to the concerned office so as to maintain a strategic distance from blunders because of different correspondences on a solitary order.

The client administration official should rehash the request subtleties and recheck with the client before having the equivalent with the creation group so as to spare time and exertion squandered on wrong requests.

I got through an occurrence of a wrong request being conveyed to the client when I was filling in as specialized help official.

The client had an issue with the power supply and needed a man who could help with the fixing. I raised a demand for his sake and a professional achieved the site inside 4 hours.

Be that as it may, I recovered a call from client saying that he is searching for substitution too on the grounds that fixing could take a ton of time. The case got finished as he censured us for not giving him the correct item.

We needed to send him the supplanting with quick track conveyance free of expense to guarantee great client administration yet it was a misfortune for the association.

After that case, I constantly attempted to guarantee that the client gives the subtleties over the mail and if not, there are legitimate notes on my framework outlining the client call.

Note :-

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