HND 沟通 outcome1 report.docx

HND 沟通 outcome1 report.docx

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HND沟通outcome1report

AssessmentTaskforHigherNationalUnit

UnitCode:

DE3N34

UnitTitle:

CommunicationanalyzingandPresentingComplexCommunication

AssessmentTask:

HigherNationalUnit

CandidateInformation

Name:

LiLu

SCN:

115098640

Major:

GlobalTradeandBusiness

Centre:

ChinaThreeGorgesUniversity

Date:

Title

AproposalforthetrainingCourseonHowtoDealEffectivelywithCustomerComplaints

DeclarationofOwnWork

IherebysolemnlydeclarethatthissubmissionistheresultofanindependentresearchIhavemadeundertheguidanceofmytutor.Tothebestofmyknowledgeandbelief,itdoesnotcontainanypreviouslypublishedorunpublishedworksorresearchresultsbyotherindividualsorinstitutionsapartfromthosethathavebeenreferencedintheformofreferencesornotes.Allindividualsandinstitutionsthathavemadecontributionstomyresearchhavebeenmarkedinthepaper.Imyselfwillbearallthelegalresponsibilityarisingfromviolationoftheabovedeclaration.

Signature:

Date:

DealEffectivelywithCustomerComplaints

Tableofcontents

1.0Introduction………………………………………………6

2.0Procedures…………………………………………………6

3.0Presentsolution……………………………………………7

3.1Problems………………………………………………….7

3.2Reasons…………………………………………………....8

4.0Suggestingsolution…………………………………………8

5.0Conclusion…………………………………………………...9

6.0Recommendation…………………………………………...10

7.0Reference…………………………………………………….10

1.0Introduction

ThisreportisgoingtointroduceatraininglessonforemployeesforHermesCommunicationsCompany,whichcompanyisfacingaseriousproblemwhendealingwithconsumers.TheHermesCommunicationsCompanyiscomplainedbymanyofitsconsumers.Therefore,asanadviseroftheCustomerServicesDepartmentofHermesCommunicationsCompany,Iamgoingtoimprovethissituationbyconductthecourseswhichisgoingtobetalkedaboutlaterinthisreport.

Basically,thistrainingcoursewillbeputupafteranalyzingthecomplainswhichhasbeengivenandthesituationnowwillbefullyexplained.

2.0Procedures

Manyinformationanddatawhicharerelatedshouldbegatheredtofulfillthisreport.Thetextbookhasbeenreadagaintogetaformalformat.ThensometrainingcoursesareviewedfromboththeInternetandrelatedbooksuchasManagementandHumanResources.

3.0Presentsolution

3.1Problems

Accordingtothecomplaintslistedinthecompanycorrespondence,andthetranscriptottelephoneconversation,itcanbeeasilyfoundoutthatthestaffhasareallybadskillwhendealingwiththeirconsumers.

Theunskillfulsituationcanbedividedintothreemainpartswhicharethetelephonelineandthecreditserviceproblems.

Forthetelephoneline,asitcanbeshownformthefirsttwocomplaintsandthetranscript,ahugelistofproblemsexist.Firstofall,thephoneissometimesnobodyanswered.Oneconsumersaidthathecalledmanytimestryingtogetthoughthetelephonelineandhegaveup.Secondly,nobodyisskillfulenoughorwillingtohelpconsumers.Asanotherclientcomplained,hewaitedfortwentyminutesforapersonwhocandealwithhisproblemandnoonedid.Basedonthecomplaint5,theconsumerwastreatedrudelyashewasaskedtowaitformanytimes.Hisquestionswasnotunderstoodorlistened.Andtherepresentativeevenaskedasamequestionformanytimes.

Speakingofthecreditservice,thereareevenmoreproblems.Initially,anamountofmoneydoesnotbecreditedtotheaccountaccordingtoaconsumerwhoopeneduphisphoneandcreditedtwoproducts.Besides,oneconsumercomplainedthathisaccountischarged﹩22more.Heaskedanaccuratestatement.

Asintheshop,itisobviousthattheydonothaveinnerequityasmanypeopleserveoneconsumerandstilldonotknowwhatistheirconsumerneeds.

3.2Reasons

Reasonsforthisterriblesituationcanbecomplicated.

Basically,staffisunqualified.Someofthem,asitismentionedbefore,arenotwillingtohelporevendonothavetheabilitytohelpconsumers.Tobemorespecific,thisisduetoseveralreasons.Firstly,theydonotcareabouttheirconsumersmuch.Secondly,theydonottaketheirjobseriously.Thirdly,theyarenotorganizedwell.

However,thiscannotblamestaffonly.Thosemanagersshouldalsotakeresponsibility.Foronething,theydidnotselecttheirstaffwell.Dealingwithconsumersismuchmoredemandingthanthethought.Foranother,theydidnottrainedthemwellandnotcontrolledthemstrictlyneither.

Tobemuchmorelookingforward,thecompanyitselfcannotescapefromblaming.Thecultureofthecompanymattersmuch.Ifthecompanytakeslookontheimportanceoftheconsumers,thissituationnowcannotbeshowup.

4.0Suggestingsolution

Firstofall,thecompanyshouldconcernsmoreabouttheconsumers’need.Aculturethatconsumersareimportantshouldbecultivated.

Secondly,themanagersshouldhaveastrictselectwhenemployingpeople.Notonlyshouldtheybepatient,clever,havingenoughtechnicallyskillsbutalsoshouldhaveagoodcommunicationskill.

Lastandthemostimportantisthatthosestaffshouldattendatrainingcourse,whichisdividedintothreemainparts.

a）Aclearclueofwhatisconsumerserviceshouldbefullyunderstood.Consumersarenottroublemakers,theyknowtheirneedsbest.Losingconsumersshouldbethelastthingthecompanywants.Employeeshavetorespecttheirconsumersandtryeverymeanstohaveagoodrelationshipwiththem.

b）Easyapproachesshouldbeprovidesforconsumercomplaints.Agoodcommunicationskillisnecessary.Howtocreateaenjoyableconversation.

c）Afterreceivedacomplaint,thereasonofitshouldbeanalyzedfullyandsolveitassoonaspossible.Theresultshouldsatisfyconsumer.Staffcangetthisbytexting,callingoremailingtheconsumerifshehasanyproblem.

5.0Conclusion

ThisreportlookedatthequestionoftheproblemsthatTheHermesCommunicationsCompanyisfacing.Thisisnotonlytheemployees’fault,boththecultureofthecompanyandmanagersshouldtakeresponsibility.However,changethewaystaffcommunicatingwithconsumerscanimprovethissituationtoalargedegree.Aoutlineofthetrainingcoursewhichmaybehelpfulisprovidedbefore.

Hopefully,withthisreport,canthestaffofHermesCommunicationsCompanyhaveagoodcommunicationskill.

6.0Reference

Books:

JosephA.DeVito,InterpersonalCommunicationBook,the:

InternationalEdition[A].EditbyAllyn&Bacon,2008:

30-58.

InternetWebSites: