The Frustrating Communication Incident-Free-Samples for Students

Question: Describe a Communication Incident that was very frustrating to you. focusing on the Communication behaviours of the parties. Write a description of the incident and then analyse the reason that this Communication incident was difficult . Answer The frustrating communication incident Recently I have faces the worst experience of the customer service and the communication. The incident occurred when I had received my bill from the telecom service provider I use, the bill was changed double monthly amount- the last months bill had been added to the current bill. I later called the customer care and finally routed to the customer service department through the menu maze. After I reached an operator I explained the current situation which was facing me, that I had paid my due bill and provide him with the payment details which were the reference number and the date when the payment was made. The operator angrily asked if I had any proof to prove my allegations. I explained I had made an online payment to clear the bill through the use the credit card for which I had a statement showing my account was debited with the stated amount. He then requested I fax the statement, and he promised they would look into the matter and correct on my account. I did as requested and patiently waited few days and then I tried to call back to follow on the issue if it was resolved. To my amazement nothing had been done, this time I got a totally different person, there were no notes on my issue on their records, and they did not receive my fax. Again I had to explain to the other agent again on the situation I was facing. He highlighted that I had faxed the statement to the wrong office and he told me I was calling in the wrong department and transferred me to different department and he discounted on the call. During the same day I had been transferred to seven different department and I had called 4 numbers to be able to get the correct information. Nonetheless, after following on my case no one was able to provide with the correct information. It took almost two months for the company to resolve on my case, as a result of the lack of the internal communication with the organization (Guffey, Rhodes Patricia, 2011). I was to source as I called up the customer care and the mode of communication was telephone. Then I encoded the message explained the whole incident. Due to Noise i.e. barriers like lack of knowledge or understanding my message was not properly coded by the receiver, i.e. the customer service executive (Locker, 2007). Based on what I have learnt the barriers to the process of communication in my case was that first the operators were not taught on the value of the clients to the company, since they were not aware on how to treat the client. These individuals were angry and they sounded loud rude as well as loud while I was discussing on my situation. The second barrier on this case was that there was insufficient systems. In the event there are system which perform poorly, or perhaps they are slow, or contains insufficient data there would be a likelihood of a problem. The same case happened to the telecom company in my situation as I became frustrate since the operator took long in providing a solution since I had provided statement which was needed to correct my bill. The next barrier I would say is the lack of the knowledge as well as the accountability. The representative lack proper knowledge since they had provided me with the wrong information. Moreover, the company did not hold the operato rs accountable the service they provided to the customer, particularly transferring of the calls to the various department, and no department was talking the initiative and provide a solution to the issue. Also operators were not willing to take any feedbacks, as they knew they were unable to provide any relevant information (Bovee Thill, 2004). To be able to overcome on these barriers, the representative needs to provide knowledge to the customer in regards to the products and services they are seeking. This will enable them to solve the queries of the customers more appropriately. There should be a proper language training on the etiquettes of communications. The operators should respond to the customer with a tone which is helpful and they should not be rude. Moreover, the customer information needs to be kept accurately, so that the customer is not required to highlight the whole story each time and the operator should follow up with the customers in a manner that is timely and they should always call back to check when the issue of the customers has been resolved (Emanuel, 2005). The Delighted Customer Incident On my credit card statement there was a charge which was reflected for a bill which was cleared. I called the customer care of the company that issued my credit card, to be able to follow on the recorded instruction and I was able to talk to the customer care executive. This individual talk to me politely and he attentively listened on my issue that I had paid on the charge which the telecom company claimed i discovered it was reflecting as unpaid. After listening to me attentively he empathized with me and he highlighted that he would also be frustrated with the issue if he was in my place. All his talk made me to feel more comfortable and he told me not to worry he will solve on my issue. He took on all my details and told me to be on hold while he check on my bank account. After few second he highlighted that there was no outstanding balance on my card, and the last transaction had been done three days when I paid on the amount to the telecom company. he explained that the stateme nt showed there was a balance because it was printed last week and the payment had been made three days ago meaning this information was not incorporated on the statement it was made. Also at the end he asked me with helping voice weather he can provide me with any more assistance and when I said no, he asked for the rating and I rated him ten and then dropped the phone saying good bye and happy to help you. This has been a perfect example of a successful process of communication, where I had called the credit card customer care, I encoded on my message which was highlighting the problem I was facing. The message had been decoded by the customer representative, giving me surety to resolve my problem. The representative came up with the solution and took a feedback from him weather the resolution provided was what I was looking for and then he took feedback from me. Summary These two cases are good example when it comes to the worst customer service communication and the case of a delighted customer service communication. When one looks at the case of the telecom company the representative lacked on the what we regards as the process knowledge since they transferred the call from the various department and none was able to provide solution on the issue that was affecting me. On the other case, the representative of the credit card company was well conversant with what his job entails and he was able to solve my issues promptly(Krizan, Merrier, Logan Williams, 2007). The representative in the credit card company was aware of his duties, he had etiquette, friendly and polite voice. Moreover, this individual had a positive attitude, as comparison to the operators in Telecom Company who was very rude, no customer care etiquette and his attitude was negative. In short, communication is very crucial in every organization. Effective communication is not only the senders responsibility but also the receiver of the information. In order to have a successful communication parties need to be good listeners (Ober, 2004). References Guffey, M. E., Rhodes, K., Patricia, R. (2011). Business Communication: Process and Product (6th ed.). Nelson. Bovee, C.L. Thill, J.V. (2004). Business Communication Today (8th ed.). New York:McGraw-Hill. Emanuel, R. (2005). The Case for Fundamentals of Oral Communication. Community College Journal of Research and Practice. 29 (2), 153-162. Krizan, A.C., Merrier, P., Logan, J., Williams, K. (2007). Business Communication Instructors Edition. Mason, OH: Thomson/South-Western. Locker, K, O. (2007). Business Communication Building Critical Skills. New York: McGraw- Hill Companies, Inc. Ober, S. (2004). Fundamentals of Contemporary Business Communication. U.S.A: Houghton Mifflin Company