Analyzing Communication Skills in a Business Customer Service Report

This report presents a detailed analysis of a customer service interaction involving a complaint about an unsuccessful product delivery. The scenario unfolds as a conversation between an interviewer representing the company and an irate customer named Joya. The report highlights the importance of effective communication skills in resolving customer issues and maintaining customer loyalty. The customer expresses her dissatisfaction with the failed delivery and threatens legal action if her concerns are not addressed promptly. The interviewer initially apologizes and attempts to gather information to resolve the issue, eventually involving senior management to approve a compensation claim. The report concludes by emphasizing the significance of clear and successful communication within a business setting to ensure positive outcomes for all parties involved, and to avoid potential legal ramifications and damage to customer relationships.

Communication Skills
for Business

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................6

INTRODUCTION
Communication skills are those skills that are used by an individual at time of sharing as
well as receiving multiple types of information. Such kinds of skills consist of speaking,
listening, observing and empathising (Coffelt and Smith, 2020). It is considered as one of the
most significant skill that is required by a person in its professional life for developing effective
relations within organisation towards accomplishment of business objectives and goals. This
assignment is based on oral communication between interviewer as well as buyer due to
unsuccessful delivery of the product.
MAIN BODY
Interviewer: Hello Ma'am, Welcome to our company. How can I assist you?
Customer: Hello, My name is Joya and I am preferred customer of your organisation. As I have
some issues regarding unsuccessful product delivery and because of which I came to your
company. I have ordered such product before some days and got the unsuccessful delivery of
that.
Interviewer: Ma'am, Sorry for this mistake and I apologise also for such issue for the problem
faced by you in past few days. This is a request to you to please provide us some information
about you like general details that are registered within our company (Lawson and et.al., 2019).
This will help our company and me in logging your personal account so that essential
information regarding product can be tracked.
Customer: Sure. These are my details that are registered in your organisation and also make
some appropriate as well as valid information in order to solve my complexity.
Interviewer: Information given by you has enabled me to access your account that reflects one
unsuccessful product delivery. The expected time of such product delivery has waived off.
Customer: I am regular customer of your organisation and also buy products on constant basis.
If I face such issues from your business then what about new customers. In case if such kinds of
services are given by your organisation then your customer loyalty can be hindered. Please solve
my problem as soon as possible and if it cannot be sorted then I have to take some legal action
against your organisation.
Interviewer: Ma'am, really sorry for this difficulty but please give me some time so that I can
identify the cause of such issue. I have tracked that reason provided by delivery agent regarding

unsuccessful delivery is that the communication was not conducted with you. The number you
have given is not a valid one and is main reason for this inconvenience. Please provide me your
valid contact number so that product delivery can be successful and as soon as possible.
Customer: This mistake is done by your side that your delivery person has done inappropriate
function and it is also very crucial for you to verify the number as my existing contact number is
valid and is in working (Schartel Dunn and Lane, 2019).
Interviewer: Ma'am, I am remarking on our system so that product delivery will be on time
within seven working days.
Customer: No, I want such product in next working days otherwise please refund me with
compensation.
Interviewer: Ma'am, delivery is not possible in next working day as there is management
exposure and hence, it is a request to you to wait for some days.
Customer: Sorry, I can't wait for 7 day. You can approve my condition regarding refunding and
compensating.
Interviewer: Ma'am, this is not my right to approve for compensation on behalf of organisation
and it is a request to you to please wait for product delivery.
Customer: If you do not have rights to approve my claim then give message to your senior
management and explain the case in detail. And if they also not approve my claim then I will
surely take a legal action against your organisation that has to be faced by you and your entire
company.
Interviewer: Ma'am, Kindly wait for few time so that I can discuss the case with my senior
management.
Customer: Okay sure (Sharma and Shivakumar, 2019).
Interviewer: I have explained the case in detail with my senior management and they have
admitted your claim with providing a valid amount of compensation.
Customer: Thanks a lot sir.
CONCLUSION
From above description of report, it has been concluded that there has been a
conversation between a customer and interviewer of a company. Within this report, there has
been provided the significance of communication so that there can be a proper communication

flow within workplace. It is very crucial for a company to conduct successful communication so
that there is a possibility to get considerable opportunities to all parties.

REFERENCES
Books and Journals
Coffelt, T. A. and Smith, F. L., 2020. Exemplary and unacceptable workplace communication
skills. Business and Professional Communication Quarterly. 83(4). pp.365-384.
Lawson and et.al., 2019. Communication skills for business professionals. Cambridge University
Press.
Schartel Dunn, S. G. and Lane, P. L., 2019. Do interns know what they think they know?
Assessing business communication skills in interns and recent graduates. Business and
Professional Communication Quarterly. 82(2). pp.202-213.
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).