Poor Customer Experience: Importance of Communication in Business

Organization Dialogue: Theory and Practice. Date
Question: Poor Customer Experience.
Business communication is important in ensuring that a business competes favorably in the
market. Having taken my lessons on communication in business, I have gotten my perspective
changed from the view that business communication is only as a means of communication to the
fact that communication is pivotal to an institution’s success.
Part A.
Poor customer experience is something that everyone has had contact with at some point
in his or her life. The poor service most times comes up as a result of miscommunication
between a staff member of the organization and a prospective customer of the business. The
occurrence of miscommunication makes the business lose a lot of prospective customers who, in
the future could have helped generate a lot of revenue to the business (Stein, and Ramaseshan
2016). I have also had the unfortunate experience of experiencing poor service due to
miscommunication. The situation took place in a restaurant in Melbourne. The experience made
me to completely avoid the restaurant in my subsequent times I felt like visiting a restaurant in
Melbourne.
I had decided to enter into the restaurant and order my favorite cappuccino and take my
time reading a book that I had recently acquired. I entered the restaurant and made my order to a
male waiter who was serving a couple in an adjacent table. I waited for about ten minutes before
the waiter reemerged with a cup of coffee. To my utter disappointment, the coffee was not what I
had ordered for, I was disappointed. I tried explaining to the waiter that he had delivered what I
had not ordered for but he was adamant and insisted that I had ordered for that particular kind of
coffee, even raising his voice. I felt embarrassed as people had started to look in the direction of
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Organization Dialogue: Theory and Practice. Date
my table. Due to the embarrassment, I quickly paid for the coffee and left in a hurry, I have never
returned to the restaurant since. The incident did embarrass me to say the least, it also did lower
my esteem to an extent.
From my experience in the learning of this course unit, I have understood the importance
of getting to understand why communication is important in any business. The poor
communication most probably could have arisen from the fact that the staff were not properly
trained on how to communicate with customers (Sthapit, and Jiménez-Barreto 2018). If the
business had its staff well trained on how to communicate with the customers, the event would
not have happened. Keenness of the staff would have helped a lot in eliminating the probability
of me being given the wrong coffee type. In the event that the waiter could have brought the
wrong coffee but had been well trained on how to communicate, the waiter most likely could
have apologized for bringing the wrong coffee and promptly replacing the coffee with the correct
coffee type that I had ordered for. Training on good communication therefore, could have helped
avoid the occurrence of the ugly situation and get to maintain a good customer relationship.
Part B.
From engaging with the subject materials, I have come to appreciate that I have gained
insights that will work a long way to help me get interpersonal skills that will help strengthen my
communication skills in my future endeavors of employment. Interpersonal skills are necessary
in order to improve the way people one interacts with in the workplace, Interpersonal skills are
necessary to help drive the business day to day (DuBrin, and Geerinck 2015).
The course has helped know how to effectively channel my self confidence to achieve
positive results in my future life endeavors, for instance, an interview. Self confidence would is
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