Audio and Visual Communication: Communicating a Change
Capella University
COM-FPX1250: Workplace Communication
3/30/2024
Slide One: Introduction
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Slide One: Introduction
Hello everyone, thank you for being part of this session. I will discuss the need for a change arising from a recent incident with one of the company’s primary customers. The issue provided an opportunity for ABC to rethink overreliance on email due avoid instances where frustrations and declining trust push customers to consider alternative brands. Delayed shipping is among operational challenges that affect a brand’s credibility and increase the risk of losing primary customers. The losses reinforce the need for alternative communication methods that facilitate timely response to clients’ orders. ABC’s experience with an email message moving into the junk box highlights the need for significant improvements in adopting an instant messaging app with 24/7 support and personalized interactions. The changes eliminate technical difficulties, delays, and frustrations associated with overreliance on email messaging. As a Customer Service Specialist, I understand the value of responding to complaints, comments, and questions regarding shipment and related issues. Similarly, it is crucial to avoid scenarios that jeopardize trust and relationship with clients. Using WhatsApp Business app is an opportunity to achieve strategic priorities by safeguarding ABC’s image and avoiding extra costs such as refunding a client’s charges.
Slide Two: Email Guidelines for a Workplace Environment
Customers expect to feel in control with relevant information about their requests and orders. Adherence to email guidelines allows the workforce to keep clients updated with the status of an order and other details necessary to maximize satisfaction. First, the workforce should clarify the purpose of an email right from the subject line. Being upfront with customers and informing them about the expected delivery date, number of packages, payment methods, and post-purchase measures also helps improve relations and trust. Supporting easy access to information using a support link is also crucial to respond to feedback and maintain seamless flow of information. Thus, the team at ABC should always understand the audience’s preferences when delivering crucial information through emails.
Slide Three: WhatsApp Business as an Alternative to Email
WhatsApp Business is an instant messaging app that provides 24/7 access to vital information such as shipment order and delivery. Inefficiencies associated with emails call for alternative means to safeguard the company’s credibility and avoid financial and reputational losses. Notably, email is an important aspect of every business since it facilitates effective sharing of information about a delivery. The method is flexible in terms of timing and content. While email is a reliable method, there are challenges associated with a message going to the junk box, information overload, and risk of parties dismissing or leaving messages unread. WhatsApp is a viable alternative due to its simplicity and evolution into a powerful platform for organizations of all sizes. As firms prioritize customer experiences, WhatsApp turns out to be among the best channels for delivering top-notch customer service. Seamless integration of the platform into shipping and logistics operations enables an organization to benefit from automatic response to queries, personalization of messages to clients, tracking deliveries in real-time, and offering customer support. Businesses can also connect WhatsApp to their existing customer relationship management to notify clients of order confirmation, cancellation, and delays. Thus, WhatsApp is a vital addition that allows firms to streamline operations and provide the best customer experiences.
Urah Melozi
Satisfactory i received the document and requested a plagiarism free one. Came out on time. Thanks!