Customer Care

Customer Care

Introduction

The Communication is characterized as a cooperative enterprise amidst a mesh of persons needing the interchange of concepts, notes, and mind-set to make comprehending and distributed meanings of activities to be taken by the persons (Eisenberg, 2004). Organizational communication is communication in organized and managed by the company. It serves to channel the information down to the filter, to provide the right information at the right times and good people (Cusack, 2000).

Discussion and Analysis

History

Dan India Furniture Ltd, founded in 1985, manufacture high quality furniture. Due to the companies successes the business has grown considerably and they currently have outlets and offices in Glasgow and Edinburgh. Unfortunately, the recession has had an adverse affect on the company and sales have drastically dropped over the last year. This has led to the closure of the offices in Edinburgh with the work being transferred to the Glasgow offices. The administrators within the Glasgow offices are worried about the increased workload as they already feel stressed and under a lot of pressure to complete their core tasks at the moment. This is down to poor organization and lack of communication resulting in poor systems, procedures and inefficient workflow.

Issues and Challenges

Email

All of the administrators have access to email, however, there are currently no clear guidelines relating to its use. This has resulted in some of the administrators sending unprofessional emails to customers. Staffs are also using the email system for their personal use and have been wasting valuable work time to browse the Internet.

Website Management

No single person is taking responsibility for the administrative management of the website. The information posted on the website is out of date due to important information not being conveyed to the technical department. This has led to customer confusion and complaints, especially relocating to pricing and product availability (Eisenberg, 2004). Lack of training in this area has also led to staff deleting and not picking up important information relating to promotions and customer offers and the administrators are blaming each other when this happens. Important emails which are coming through the website are not being forwarded to the correct personnel who have caused delays in responding to customer enquiries.

Strategies to Be Adopted

Email

Today, e-mail has become an indispensable attribute of any office. Now e-mail is used virtually by all employees with access to a computer and the Internet. Email is still one of the most used tools and effective communication.

The case study shows there are no clear instructions that why the company does not have any guidelines to use it. In the end the use of email converted into misusing. The company was not following both the informal and formal communication in the hierarchy level. One of the losses that Dan India Furniture Ltd faced due to this chain of command is the financial loss and lack of communication among the employees.

To improve the current situation the following procedures should be put in place as it is important that every employee in the company needs ...