Customer Communication Analysis: Business Communication Skills Report

This report provides an overview of the communication between an interviewer and a customer, focusing on a failed product delivery. It highlights the importance of effective communication in the workplace and analyzes the interaction to identify areas for improvement. The customer expresses dissatisfaction with the service and threatens legal action if the issue is not resolved promptly. The interviewer attempts to address the customer's concerns while adhering to company policies. The report concludes that successful communication is crucial for positive outcomes for all parties involved, emphasizing the need for accurate information and timely resolution of customer issues. Desklib offers a wealth of resources including solved assignments and past papers to aid students in their studies.

Communication
Skills
For
Business

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK...............................................................................................................................................3
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
A person's ability to interact with various types of people in their environment is referred
to as their communication skills. It is one of the crucial and valuable abilities of the person that
helps them succeed in their professional life since it allows them to establish strong relationships
inside the organisation (Blewitt, Parsons and Shane, 2018). In order to build successful
relationships inside the organisation and achieve success, a person's communication skills are
vitally important to them in their professional life. Due to the failed delivery of the product, this
report is based solely on the customer and interviewer's verbal exchanges.
TASK
Interviewer: Hello sir, welcome to our organisation, sir. How may I be of service?
Customer: Hello, my name is Martin, and I am a loyal customer of your business. I have a
question regarding the failed delivery of a product that I ordered a few days ago.
Interviewer: The organisation and I sincerely apologise for the trouble you have had over the
past few days, sir. To enable me to get into your account and give you the information you need
about the product.
Customer: I humbly request that you kindly provide some data about yourself, such as general
information that is registered with the company.
Interviewer: I am able to access your account, which shows one of the unsuccessful product
deliveries, thanks to the details you have provided. The anticipated delivery date for this product
is now waived.
Customer: Mr I frequently purchase the product from your business as a regular customer. What
about the new clients if I'm having this kind of trouble with your business? The issue of long-
term existence cannot be possible if the organisation offers this kind of services (Knight, 2020). I
will file a lawsuit against the corporation if my issue cannot be resolved.
Interviewer: Sir Although I apologise for the inconvenience, please give me some time to
identify the core of the problem. As far as I can tell, the delivery person's excuse for not making
the delivery was that they hadn't communicated with you. I wanted to let you know that the
number you supplied is not accurate, which makes it impossible for the agent to sell your
merchandise. For the successful delivery of the goods to be made feasible, it is crucial.

Customer: I wanted to let you know that the contact details listed on my account are accurate
and fully operational. Verifying the number is crucial, and it is your fault that your delivery agent
did not perform properly.
Interviewer: It is much preferable to understand that you should just supply information that is
shown on the website, sir. I wanted to let you know that I have made a note in our system asking
you to please complete the delivery within the allotted timeframe of seven working days.
Customer: Since I had been waiting for this item for three days, the period you mentioned is not
significant. If not, I had like my money back together with the compensation (Leontev, 2018). I
need these goods within the next working days.
Interviewer: Sir I wanted to let you know that delivery the following working day is not
possible because to management exposure. I thus kindly ask that you wait a few days for the
merchandise to be delivered to your door.
Customer: Sorry, sir, I am unable to wait for seven days if the delivery cannot be made the
following day. Please accept my criteria for reimbursement instead.
Interviewer: Sir I wanted to let you know that it is not within my authority or rights to approve
any remuneration on the company's behalf (Sharma and Shivakumar, 2019). Please be patient
while I wait for the merchandise to be delivered.
Customer: Provide communication with your seniors and let them know the situation if you are
unable to approve my claim. If the company does not resolve my claim, I will take serious legal
action against it, and your company will suffer numerous repercussions.
Interviewer: Sir, I would appreciate it if you could be patient while I speak with my seniors. I
wanted to let you know that I had presented your case to my superiors (Varela, 2020). They are
prepared to offer a convincing argument now that they have acknowledged your assertion.
Customer: Thank you sir

CONCLUSION
From this above report it has been state that an overview of the interviewer's and the company's
customers' exchanges. This study discusses the significance of communication for effective
workplace communication. The fact that all parties receive the favourable opportunities that are
identified in this study is crucial for the communication to be successful.

REFERENCES
Books and Journals:
Blewitt, J.M., Parsons, A. and Shane, J.M., 2018. Service learning as a high-impact practice:
Integrating business communication skills to benefit others. Journal of Education for
Business, 93(8), pp.412-419.
Knight, M., 2020. The Communication Skills Employers Value. Business and Professional
Communication Quarterly, 83(4), pp.363-364.
Leontev, M.G., 2018. The influence of business communication learning on the development of
communication skills and group interaction of university students. Modern Journal of
Language Teaching Methods, 8(11), pp.671-679.
Sharma, G.V. and Shivakumar, J., 2019. Project Assignment as an Effective Method to Enhance
the Communication Skills of Business Management Students. IUP Journal of English
Studies, 14(3).
Varela, O.E., 2020. Teaching core soft skills into business curriculum: Can we teach
longitudinally?. Journal of Education for Business, 95(3), pp.180-192.