Comparing Video 'Communicate Effectively With Clients And Staff'

INTRODUCTION

In most industries working with colleagues and dealing with customers is a crucial and significant part of the job. Effective interpersonal skills are essential to promote a respectable and worthy reputation of an organisation (Reference – Module 3 Topic 4 Facilitate Discussions Part 1). Similarly, communication behaviours allow individuals to establish a rapport and interact with others (Reference – Module 3 Topic 1 Communicate Effectively With Clients and Staff Part 2), therefore accurately identifying the needs and expectations of the customer. In the video the customer service relationship was negatively portrayed due to the poor behaviour of the employee towards the customer. This can have a substantial impact on future dealings

At the beginning of the video it is immediately brought to the viewers’ attention that the employee, Lance is unable to identify who the customer is. Instantly the customer begins to undertake a moment of truth. This is an experience in which the customer comes into contact with an undesirable characteristic of an employee which leads to the opportunity to form an impression, in this case a negative view of the employee and the organisation (Reference – Module 4 Topic 1 Assist Customer to Articulate Needs Part 1). It is clear that the facilitator did not create a welcoming environment that encouraged the customer (Reference Module 3 Topic 4 Facilitate Discussions Part 1), Vanessa to identify why she was present and key issues in relation to her problem. This behaviour can have a detrimental impact on the business as there was no respect demonstrated towards the individual, therefore this can colour a customer’s view of the organisation (Reference – Module 4 Topic 1 Assist Customer to Articulate Needs Part 1). This could have been prevented if the employee was organised in terms of notifying the customer of updates on the loan and more efficient in terms of