HND溝通outcome1report.doc

Name:Lilu SCN:115098640Major:Global Trade and BusinessAssessment Task for Higher National UnitUnit Code: DE3N34Unit Title: Communication analyzing and Presenting Complex Communication Assessment Task: Higher National UnitCandidate InformationName: Li Lu SCN: 115098640 Major: Global Trade and BusinessCentre: China Three Gorges UniversityDate: Title A proposal for the training Course on How to Deal Effectively with Customer ComplaintsDeclaration of Own WorkI hereby solemnly declare that this submission is the result of an independent research I have made under the guidance of my tutor. To the best of my knowledge and belief, it does not contain any previously published or unpublished works or research results by other individuals or institutions apart from those that have been referenced in the form of references or notes. All individuals and institutions that have made contributions to my research have been marked in the paper. I myself will bear all the legal responsibility arising from violation of the above declaration.Signature: Date:Deal Effectively with Customer Complaints Table of contents 1.0 Introduction62.0 Procedures63.0 Present solution 7 3.1 Problems.73.2 Reasons.8 4.0 Suggesting solution85.0 Conclusion.96.0 Recommendation.107.0 Reference.101.0 Introduction This report is going to introduce a training lesson for employees for Hermes Communications Company, which company is facing a serious problem when dealing with consumers. The Hermes Communications Company is complained by many of its consumers. Therefore, as an adviser of the Customer Services Department of Hermes Communications Company, I am going to improve this situation by conduct the courses which is going to be talked about later in this report.Basically, this training course will be put up after analyzing the complains which has been given and the situation now will be fully explained.2.0 ProceduresMany information and data which are related should be gathered to fulfill this report. The textbook has been read again to get a formal format. Then some training courses are viewed from both the Internet and related book such as Management and Human Resources. 3.0 Present solution3.1 ProblemsAccording to the complaints listed in the company correspondence, and the transcript ot telephone conversation, it can be easily found out that the staff has a really bad skill when dealing with their consumers.The unskillful situation can be divided into three main parts which are the telephone line and the credit service problems. For the telephone line, as it can be shown form the first two complaints and the transcript, a huge list of problems exist. First of all, the phone is sometimes nobody answered. One consumer said that he called many times trying to get though the telephone line and he gave up. Secondly, nobody is skillful enough or willing to help consumers. As another client complained, he waited for twenty minutes for a person who can deal with his problem and no one did. Based on the complaint 5, the consumer was treated rudely as he was asked to wait for many times. His questions was not understood or listened. And the representative even asked a same question for many times.Speaking of the credit service, there are even more problems. Initially, an amount of money does not be credited to the account according to a consumer who opened up his phone and credited two products. Besides, one consumer complained that his account is charged 22 more. He asked an accurate statement. As in the shop, it is obvious that they do not have inner equity as many people serve one consumer and still do not know what is their consumer needs.3.2 ReasonsReasons for this terrible situation can be complicated.Basically, staff is unqualified. Some of them, as it is mentioned before, are not willing to help or even do not have the ability to help consumers. To be more specific, this is due to several reasons. Firstly, they do not care about their consumers much. Secondly, they do not take their job seriously. Thirdly, they are not organized well.However, this cannot blame staff only. Those managers should also take responsibility. For one thing, they did not select their staff well. Dealing with consumers is much more demanding than the thought. For another, they did not trained them well and not controlled them strictly neither.To be much more looking forward, the company itself cannot escape from blaming. The culture of the company matters much. If the company takes look on the importance of the consumers, this situation now cannot be show up.4.0 Suggesting solutionFirst of all, the company should concerns more about the consumers need. A culture that consumers are important should be cultivated. Secondly, the managers should have a strict select when employing people. Not only should they be patient, clever, having enough technically skills but also should have a good communication skill.Last and the most important is that those staff should attend a training course, which is divided into three main parts.a) A clear clue of what is consumer service should be fully understood. Consumers are not trouble makers, they know their needs best. Losing consumers should be the last thing the company wants. Employees have to respect their consumers and try every means to have a good relationship with them.b) Easy approaches should be provides for consumer complaints. A good communication skill is necessary. How to create a enjoyable conversation.c) After received a complaint, the reason of it should be analyzed fully and solve it as soon as possible. The result should satisfy consumer. Staff can get this by texting, calling or emailing the consumer if she has any problem. 5.0 ConclusionThis report looked at the question of the problems that The Hermes Communications Company is facin