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 ALBERTO ROBLES OLVERA                                                               NUA:  786486


IMPROVING COMMUNICATION

 

Play the first audio file attached (02) and listen to the first part of an interview with Alastair Dryburgh, an expert on communication and answer the questions. 

Does he think technology makes good communication easier?

No, he does not give the importance or relevance to the communication channel that is used. Regardless, the message and its effectiveness depend entirely on the sender and the receiver.

What four key points does Alastair make about communication?

1.    He says the people's attention span is limited, 2. That communication is directed to what is wanted to say and not to everything that is said. 3. The communication is about listening and not just talking.4. The people must connect with those who listen.

Play the second audio file attached (03) and listen to the second part of the interview. Alastair gives an example of a company which has used technology to change the way it communicates with customers. Give reasons why it communicates well.

He talks a little about the incidence of technologies but above all about the strategies that Amazon has managed to make effective, streamline its logistics processes and its means of contact with its customers. Thus, making its strategies more timely and satisfactory, achieving customer satisfaction and increased sales.

Finally, play the third audio file attached (04) and listen to the final part of the interview, where Alastair is describing a bad customer experience. What mistakes did the company make, and how could they have improved the customer experience?

The problem in customer service that continues today, and that both amazon and other companies comment, is the mistake of automating most of the processes, even if they could, they would do it 100%. This until today causes little or no customer satisfaction, since the variety of problems that can be addressed is very limited in automation. At the moment some things could save time or steps to follow, however it is not yet possible to substitute everything for an algorithm.



THANKS FOR YOUR COMENTS :)

 

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