MGT/401 Assignment: Improving Communication and Customer Service

This report examines the critical role of communication in business growth, particularly in the retail sector. It explores effective strategies for reaching customers, including focus groups, emails, and surveys, to improve interactions and engagement. The report emphasizes the importance of soliciting customer feedback through strong customer service and complaint processes, ensuring product specifications are effectively communicated. Furthermore, it delves into identifying business opportunities, such as franchising and acquisitions, and leveraging new products and services like specialized retail chains and online shopping. The conclusion highlights the significance of well-managed communication channels for sustained business success and development, providing actionable insights for future growth. The report is designed to provide a comprehensive analysis of how effective communication and customer service can lead to business expansion.

Running head: IMPROVING COMMUNICATION AND CUSTOMER SERVICE
IMPROVING COMMUNICATION AND CUSTOMER SERVICE
Name of the Student
Name of the University
Author Note

1IMPROVING COMMUNICATION AND CUSTOMER SERVICE
Introduction
In any business communication becomes a much important aspect as it contributes
towards business growth and development. Communication helps to develop better interactions
with the customers. This leads to their better engagement with the consumers and in return
ensure larger profits and business growth. In order to analyze this further the various forms of
communication in a retail business can be evaluated in terms of their effectiveness.
Reaching out to the customers
Reaching out to the customers require direct and simple communication. This creates an
effective environment for customer interaction and improve the level of communication. Some
of the effective ways in which the customers can be reached are focus groups, emails and
surveys (Coffelt, Baker and Corey 2016). Focus groups would be important in developing betters
ways to reach the customers. In regards to the same the most important target audiences can be
selected. Emails would be helpful in reaching the target customers. Emails can be sent to the
identified target customers and help in reaching out to them more effectively. Surveys would
help in understanding what the customer wants. For example- In a retail sector surveys can be
used to ask the preferred goods that the customer likes to buy from the supermarket.
Soliciting feedback
Feedback for products is an important factor in determining the success of the business.
Without feedback it is difficult to know what the customer would think about the product. In
order to gain customer feedback one of the main factors that are required for communication is
customer service. The establishment of a strong and effective communication process can help to
ensure that the customers provide more information about their likes and dislikes about the
product (Cook 2017). The customers would provide better customer feedback if a strong
complaints process is established. It is important that the product specifications are effectively
communicated to the customers. The differentiated value that the product can provide to the
customer needs to be understood.
Additional business opportunity

2IMPROVING COMMUNICATION AND CUSTOMER SERVICE
In order to focus on business growth it is very important that business opportunities are
identified. Subsequently it is important to develop an effective business growth mechanism. In
this case it becomes important that franchising the business is considered importantly. Moreover,
the business can also grow as a result of acquiring newer organizations (Pearson 2017). For
example- in a retail business both these business improvement strategies can help to gain new
customer base.
Providing new products and services from existing network
The new products and services that can emerge out of the new business are specialized
retail chains, online grocery shopping and creation of more improved products. In this case it is
much important that a strong value added mechanism is established. People are keen on buying
specialized products like food items or grocery items. Online buying trends are also increasing
among the people. This is important in developing the business in better and more effective
ways.
Conclusion
It can be said that managing business becomes easier if proper communication channels
are established and maintained. It is important that the communication aspects are managed in
better ways to create a proper framework for business development. This can lead to further
business success in the future.

3IMPROVING COMMUNICATION AND CUSTOMER SERVICE
References
Coffelt, T.A., Baker, M.J. and Corey, R.C., 2016. Business communication practices from
employers’ perspectives. Business and Professional Communication Quarterly, 79(3), pp.300-
316.
Cook, S., 2017. Measuring customer service effectiveness. Routledge.
Pearson, R., 2017. Business ethics as communication ethics: Public relations practice and the
idea of dialogue. In Public relations theory (pp. 111-131). Routledge.