COM-FPX1250 Assessment 1-1-Worksheet solution

Active Listening: The Six Ws
Listen closely to Wanda’s voicemail, making notes of the six Ws in the boxes below.
Who first experienced the problem? The client was the first to experience the problem since they had to report the delay to ABC Inc.
What happened?

One of ABC’s primary customers did not receive their shipment according to the agreed date. The mistake in dispatch triggered over a week delay, which undermines the company’s commitment to maximizing customer satisfaction.
What is the problem?

ABC risks losing one of its primary customers due to delay in dispatching a shipment. The issue affects the company’s image and triggers additional costs, including refunding the client’s costs.
When did the problem occur and when was it discovered?
The problem occurred during the shipment processing process. Failure to respond to a client’s order triggered over a week delay in dispatching the shipment. The issues was discovered over a week later, which reveals serious levels of inefficiencies within the dispatch department.
Where did the problem occur? The problem occurred in the dispatch department where the team failed to process the client’s order leading to the delay.
Why did Wanda tell you this message?

Wanda told me the message due to the adverse consequences of the delay on customer trust, confidence, and loyalty. Losing a primary client is catastrophic for a company. Equally, the situation forced ABC to refund shipping charges, which affects the firm’s profitability.