COM-FPX1250 Assessment 4-1 Solution

To: Wanda Bell, Vice President of Customer Service
From: Nereida Romero, Customer Service Representative
Date: October 24, 2022
Subject: Update to Communication Procedures
Due to a recent shipment delay caused by an email going into the Shipping department manager’s junk box, the organization has to update part of its communication procedures. The goal is to encourage employee engagement and minimize overlooked messages. One of our primary clients did to receive a shipment as anticipated. The over one week delay triggered the customer to contact ABC. Such errors affect the company’s credibility and could cause losses in terms of losing customers and declining revenues. The issue revealed serious inefficiencies in relying on e-mail as the primary and only method of communicating and processing orders and shipment. Traditionally, ABC preferred emailing since it makes clients feel safe about shipment and exchange of crucial information about a delivery such as the track and trace number. The method also provides flexibility in terms of the time and content.
While email remains a primary method of communication, the recent error raises questions about ABC’s continued reliance on the tool for processing shipment.
• One drawback is the risk of a message going into the junk box.
• Another concern is potential information overload, which may lead to the shipping team dismissing or leaving messages unread (Sabbagh, 2018).
• A manager and the team cannot ignore emails for long since more messages enter the inbox until it becomes unmanageable. Thus, ABC should re-consider decision to rely on email as the sole method of communication.
ABC can overcome inefficiencies caused by junk messages by adopting WhatsApp to communicate updates and problems with shipment. Interacting on WhatsApp adds a personal touch to messages. The customer service and shipment team can communicate with clients the same way they interact with friends or family. In this case, dealing with customer requirements through one-on-one communication helps build trust. With emails, there is a risk of delayed response to customer queries (Sabbagh, 2018). On the other hand, WhatsApp supports timely response to issues through instant messaging and connection with clients (Liu et al., 2022). Additionally, the customer service and shipment departments can provide timely updates about product delivery. The tool has several features such as conversation sharing, chat backup, and ability to deliver 24/7 support and internal communication (Liu et al., 2022). ABC can send deliveries on WhatsApp, which is easily accessible by the relevant parties. The platform is part of new logistics and communication systems, hence provides an opportunity for ABC to respond on time to advances in supply chain. A key concern with shipment is delivering products to a customer without inconveniences. However, using WhatsApp improves efficiency, trust, and speed, when it comes to shipping, tracking, and confirming delivery. Thus, the shipment team will inform clients about the entire process of placing orders.