Communication Skills for Business: Customer Interaction Report

This report examines a scenario involving a customer complaint about an undelivered product and the subsequent interaction with a company representative. The report begins with an introduction highlighting the significance of communication skills in a business context, emphasizing their role in building relationships and fostering success. The core of the report presents a dialogue between the customer and the interviewer, detailing the customer's dissatisfaction and the interviewer's attempts to resolve the issue. The customer expresses frustration over the delayed delivery and threatens legal action, while the interviewer seeks to understand the problem and offer solutions, including checking account details and consulting with superiors. The report concludes by summarizing the key points of the interaction and reinforcing the importance of effective communication in resolving customer issues and maintaining a positive business reputation. The references section provides a list of relevant sources used in the report.

Communication Skills
for Business

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK...............................................................................................................................................3
CONCLUSION ...............................................................................................................................4
REFERENCES................................................................................................................................6

INTRODUCTION
Communication skills refers to those abilities of a person which helps them to interact
different types of person in their surroundings. It is one of the important and valuable skills of
the individual which helps them to become successful in their professional life because it enables
them to develop effective relations in the organisation (Sheffield, 2020). The communication
skills are very valuable for the person in their professional life because it enables the person to
develop effective relations in the organisation and makes them possible to becomes success. This
report is based on the oral communication between the buyer and the interviewer because of the
unsuccessful delivery of the product.
TASK
Interviewer: Hello sir, welcome in our company how can I help you?
Customer: Hello, I am martin and preferred customer of your company, I have some query
about the unsuccessful delivery of the product which I have ordered before some days.
Interviewer: Sir I wanted to say that its an great apologise from the company and my side due to
the inconvenience you have faced in past days. It is requested from you that kindly provide some
information about you such as general details which is registered under the company so that I
can login the your account and provide you necessary information about the product (Schartel
Dunn and Lane, 2019).
Customer: Yes sure... This is my details which is registered under the company and please make
some valid information to fix my problem.
Interviewer: As the information which you have provided has enables me your account which
reflects one of the unsuccessful delivery of the product. The estimated time of the delivery of this
product becomes waive off.
Customer: Mr I am the regular customer of your company which has purchased the product on
regular basis. If I am facing this type of problem in your company so what about the new
customers. If these type of services are provided by the company then the aspect of the long term
existence cannot be possible. If the problem of mine cannot be solved then I will take legal
action against the company.
Interviewer: Sir I am sorry for the inconvenience which you have but sir give me some time so
that the main reason for the problem can find out. As I am see that the reason mentioned by the

delivery agent for not making the delivery is to not established communication with you. I
wanted to tell you that the number you have provided are not up to the mark which disables the
agent to provide your product. It is very important for the successful delivery of the product
becomes possible.
Customer: I wanted to tell you that the contact number which is mentioned in my account are up
to the mark and are in full service. It is very important to verify the number and it is the mistake
from your side that your delivery agent has done malfunction.
Interviewer: sir it is very better to know that only provide only those information which is
reflected on the site. I wanted to tell you that I am providing remark on our system that kindly
make the delivery in available time which is seven working days (Kiss, 2020).
Customer: As the time mentioned by you are not considerable because I was waiting for this
product since three days. I want this product in next working days otherwise I want my amount
along with the compensation.
Interviewer: Sir I wanted to tell you that the delivery in the next working day are not possible
due to the exposure of the management. So its a request from my side that wait for some days so
that the product can be delivered at your doorstep.
Customer: Sorry sir I am not able to wait for 7 days if your are not able to make the delivery on
next day then approve my conditions related to compensation.
Interviewer: Sir I wanted to tell you that it is not in my rights or the jurisdiction to approve any
compensation on the behalf of the company. It is very requested from me that kindly wait for the
delivery of the product.
Customer: If you are not able to approve my claim then provide communication with your
seniors and tell them the case. If the claim of mine are not settle then I will take great legal action
against the company and your company has to face many consequences (Knight, 2018).
Interviewer: Sir it is requested from you that kindly wait for some time so that I can consult
with my seniors. I wanted to tell you that I have explained your case in front of my seniors. Sit
they have admitted your claim and they are ready to provide valid conversation.
Customer: Thank you sir
CONCLUSION
This report is concludes brief discussion related to the conversation between the interviewer and
the customers of the company. This report of has provide the importance of the communication

for the successful communication in the organisation. It is very important for the success of the
communication that all the parties get the considerable chances which is concluded in this report.

REFERENCES
Books and Journals
Bannier, C., Pauls, T. and Walter, A., 2019. Content analysis of business communication:
introducing a German dictionary. Journal of Business Economics, 89(1), pp.79-123.
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.
Chen, R.R., Davison, R.M. and Ou, C.X., 2020. A symbolic interactionism perspective of using
social media for personal and business communication. International Journal of
Information Management, 51, p.102022.
Kiss, L.B., 2020. The Importance of Business Partnership on the World Wide Web. Business
Ethics and Leadership, 4(1), pp.68-79.
Knight, M., 2018. Accessibility and disability: Absent keywords in business and professional
communication. Business and Professional Communication Quarterly, 81(1), pp.20-33.
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.
Sheffield, J.P., 2020. Search engine optimization and business communication instruction:
interviews with experts. Business and professional communication quarterly, 83(2),
pp.153-183.
Stadler, S., 2019. Laughter and its functions in Japanese business communication. Journal of
Pragmatics, 141, pp.16-27.
Verluyten, S.P., 2020. Cultural biases in intercultural business communication courses and how
to avoid them. In Exploring the Rhetoric of International Professional
Communication (pp. 191-209). Routledge.