How Proper Communications Can Satisfy a Workplace Problem

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How Proper Communications Can Satisfy a Workplace Problem

BUS 340

Business Communication

How Proper Communications Can Satisfy a Workplace Problem

Let’s face it; it’s impossible to please every business customer. In today’s world, people with diverse backgrounds, experiences, and cultures can use the same company’s services but may not understand or interpret their policies the same. Most cases of customer dissatisfaction stem from miscommunication and can be approached by assessing the situation, eliminating cultural differences, and identifying causes of miscommunication.

To demonstrate the power of communication in a business setting, here’s a scenario concerning a dissatisfied customer. As the manager of a bank, you have just walked in on an angry customer who was demanding to have a late penalty removed from his account. The employee who was helping him began to argue that the late penalty was applied correctly. How would you address and satisfy the situation with the angry customer? How would you approach the employee afterward?

The first step to resolving this problem is to assess the situation. Since this is a business setting, always address the situation in a professional manner. Bovee and Thill (2016) explain that professionalism comprises six traits: strive to excel, be dependable and accountable, be a team player, demonstrate a sense of etiquette, make ethical decisions, and maintain a positive outlook. By establishing these principles, you create an environment that encourages open communication and willingness to work together.

Assessing the situation also includes recognizing cultural differences between all parties. It’s possible a communication barrier prevented the customer from clearly receiving the company’s policy on late penalties. When adapting to other cultures, remember to follow four general guidelines to help break potential barriers: be aware of your own biases, treat others the way they want to be treated, exercise tolerance and respect, and practice patience while maintaining a sense of humor (Bovee & Hill, 2016). Applying these guidelines prevents discrimination and allows all parties to fully understand and respect each other’s perspective.

The next step is to identify the cause of miscommunication and offer a solution. This step requires a lot of patience and careful explanation. When inquiring the customer’s complaint, Rojas (2013) suggests allowing them to vent as you listen attentively, actively sympathize, and apologize gracefully. The best way demonstrate they are a valued customer is to express your willingness to do whatever is necessary to rectify the situation. In this case, the customer says he wasn’t made aware that his account was overdue, and you discover that he recently bought a house and moved. The problem was he never received a notification because he didn’t adjust his mailing address with the bank. After this revelation, you should verify the customer understands the error in communication by providing complete late penalty documentation. Also, ensure the customer’s notification preferences are augmented by an electronic delivery method.

Businesses rely on its customers to continue using their products and services, which is why it’s imperative that effective communication services are implemented by the company and available to the customer. In order for the company to maintain reliability, all employees should be trained to approach any customer interaction with professionalism while remaining cognizant of any personal bias that can create cultural barriers. Active listening is also an essential part of evaluating the root cause of miscommunication. When all are applied, employees are better equipped to explain missed communication that customers can decipher easier.

References

Bovee, C. L. & Thill, J. V. (2016). Business communication today (13th ed.). Retrieved from https://content.ashford.edu/

Rojas, L. (2013, August 2). 7 Steps For Dealing With Angry Customers. Retrieved from https://www.forbes.com/sites/thesba/2013/08/02/7-steps-for-dealing-with-angry-customers/#3876c4656d27.




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