Communication Plan for Brightside Automotive Supplies (BAS) Report

This report presents a communication plan designed to address the customer service challenges faced by Brightside Automotive Supplies (BAS). The plan identifies issues such as improper CSR behavior, work pressure, lack of training, and inadequate operational tools. The report proposes solutions including recruiting more staff, providing customer communication training, creating sub-departments for specialized tasks, and fostering a positive work environment. The communication plan emphasizes a 360-degree approach, incorporating role-play activities, language training, and strengthening the consumer query system through online platforms and social media. A feedback system is also recommended to assess CSR performance. The report includes a checklist for successful implementation, emphasizing brainstorming, regular evaluation, flexibility, incentive structures, and workshops. The report references Alfes et al. (2013) and Zhou (2013) to support its recommendations, providing a comprehensive strategy to improve customer service and operational efficiency at BAS.

Communication Plan For:
Brightside Automotive
Supplies (BAS)
NAME OF STUDENT:
NAME OF UNIVERSITY:

IDENTIFYING the Problems:
The very first step in solving any problem is by addressing the core issues, thus in
this case the main issues includes:
Improper behavior of the Customer support representatives.
Possible reasons for such an occurrence:
 Too much work pressure and lack of proper training
 Hidden and unheard grievances of these staffs that restricts
performance
 Lack of proper operational tools like a strong software management
systeem which hinders performance of these staffs
 Lack of proper acknowledgment of efforts of the staffs which leads in
workplace dissatisfaction and affects performance.

FINDING ALTERNATIVE SOLUTIONS
 Recruiting more staffs to divide the work pressure and ensuring equal number of staffs in
both the shifts to reduce work overload
 Arranging proper customer communication training for these staffs so that no behavioral
issues arise of the part of the organization's communication
 Making sub departments like:
one department would be handling the complaints and communication with customers over
call, the other department might be engaged in face to face communication the clients while
another department handling all the online complaints and grievances and responding
appropriately ().
 Building the team potentials by engaging the staffs in brain storming sessions,
acknowledging them with both monetary and non-monetary benefits along with proper
support from the origination to hear their grievance and creating a positive work
environment.

THE COMMUNICATION PLAN
Brightside Automotive Supplies must emphasize on:
Incorporating a three sixty degree communication plan that would effectively address
all the behavioral issues of the customer service representatives (CSR) along with
inducing a change in the manner of dealing with clients. Therefore, communication
plan will emphasize on:
 Including role play activities as part of their training for conflict handling and
behavior management issues
 Help the staffs learn about different aspects of communication with national and
international clients through proper language training and voice speech modulation
training (Alfes, et al. 2013).
 Strengthening the consumer query system by emphasizing on online or digital
communication and building up social media platforms of the company for easy and
instant consumer staff interactions.
 Incorporating a feedback system for the consumers and clients to share their
experience of speaking the CSR’s that would assist the company in accessing its
overall performance as well as track individual performance of these staffs.

IMPORTANT CHECKLIST FOR THE SUCCESS OF THE
COMMUNICATION PLAN:
 Brainstorming ideas from the CSR’s that can be incorporated in the
communication plan
 Regular and timely evaluation of the communication plan to check its
effectiveness
 Incorporating flexibility in the communication plan by making room for certain
changes during any crisis situation
 Designing attractive incentive and appraisal structure based on the CSR’s
performance to boost staff moral
 Regular communication with important clients to understand their experience with
the company’s CSR
 Conducting necessary workshops with successful entrepreneurs as well as
communication experts who can help the CSR’s to improve their communication
skills and help in business operations (Zhou, 2013).

References:
 Alfes, K., Shantz, A. D., Truss, C., & Soane, E. C. (2013). The link
between perceived human resource management practices,
engagement and employee behaviour: a moderated mediation
model. The international journal of human resource management,
24(2), 330-351.
 Zhou, Y. M. (2013). Designing for complexity: Using divisions and
hierarchy to manage complex tasks. Organization Science, 24(2),
339-355.