Customer Communication Analysis for Talon Textile Fasteners Case Study

This assignment presents a customer service dialogue between a sales representative and Mrs. Jones, a customer of Talon Textile Fasteners (TTF). The scenario involves Mrs. Jones seeking a replacement wooden peg. The sales representative assists her by understanding her needs, explaining the features of available products, and addressing her concerns regarding product availability and delivery policies. The dialogue showcases effective communication techniques, including active listening, product knowledge, and problem-solving. The representative offers alternative solutions and explains the benefits of TTF's products while adhering to company policies. The assignment concludes with a reference list of relevant academic sources on customer communication and chatbots in retail. The conversation highlights key elements of customer satisfaction and sales strategies in a business setting, demonstrating how to handle customer inquiries and provide solutions effectively.

Workplace and
customer
communication

Contents
TASK 1............................................................................................................................................1
REFERENCES................................................................................................................................3

TASK 1
I am working as the customer service/sales representative for Talon Textile Fasteners
(TTF). In the present case situation (Mrs. Jones) is looking for a wooden peg to replace the
one she has been using for the past few years. I as a sales representative is assisting her to
overcome from this problem. Below is the glimpse of our conversation, which has helped
her out and has also satisfied Mrs. Jones.
Sales representative: Hello Mrs. Jones how have you been?
SR: Please tell us what do you want and what are your expectations from us? Please tell me how
can I help you?
SR: What has brought you to our store day, please let me know how can I assist you. You are our
one of the most loyal customer, so you will not go unsatisfied from our store.
SR: There are various different wooden peg which are available in our store, but unfortunately
the one which you are looking for is currently not available with us.
SR: please Mrs. Jones what are the features which you are looking in the wooden peg.
SR: Unfortunately we do not have such peg right now in the stock but we do have different and
there are various unique features in the peg which is been made by Talon Textile Fasteners.
SR: Thank-you, for sharing the detail of your old peg. We can compare the features provided by
TTF and the old peg which was been used by you.
SR: the same model which was used by you cannot be provided by us because of the legislative
laws and environmental concerns. It was made of plastic and also it was made from the
nonrenewable resource increasing the carbon emission, so that’s not available with us. But I can
tell you the features offered by the new TTF peg which are far better and can also be more
beneficial for you. You can have the look on new TTF peg which is available with us. You will
be very satisfied.
SR: The TTF peg has the various features such as a hinged peg, Lever action, and Metal spring.
On the other hand the cheap plastic peg has no such features. They are molded pegs made from
plastic. They also do not have No Lever action and contains Plastic spring.
SR: The new TTF peg available with us will be delivered to you on time and also it will be
delivered to you in new package.
SR: yes the new wooden peg is available with us. I just had the conversation with my supervisor
and he said that the TTF peg is available.
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SR: Please let me know at what time do you expect the delivery, so that we can arrange it for
you.
SR: if you want us to deliver the product as soon as possible, there are various policies of our
organization.
SR: Talon Textile Fasteners delivers only to addresses in Australia. Free postage within Australia
for orders AU$25.00 and over. Orders AU$24.99 and under will incur an AU$8.50
shipping fee. You will be responsible for paying for your shipping costs for returning an item.
All shipping costs are non-refundable.
SR: we can deliver the product within the 5 business days. you may choose to get this floor stock
(Runout model) on which I can probably get you a better deal if you wish to go ahead?
SR: you will be charged $5 extra for the box packaging
SR: you can also check the other items which are available with us, and can opt to buy them. We
would love to solve all your queries, if you have any related to the product or related to
organizations policies.
SR: Mrs. Jones you have made the right choice, you will be very happy and satisfied by using the
peg purchased from us.
SR: thank you visit us soon.
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REFERENCES
Books and Journals
Rese, A., Ganster, L. and Baier, D., 2020. Chatbots in retailers’ customer communication: How
to measure their acceptance?. Journal of Retailing and Consumer Services. 56. p.102176.
Kurian, M.J., Bank of America Corp, 2017. Customer communication analysis tool. U.S. Patent
9,785,949.
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