Business Communication Trends
Business communication is very important in my daily work environment. It is so important because we use this to communicate efficiently with our Managers to our customers. I work for The City of Indio in water department. My duties vary from customer service to Engineering administrative assistant. Business communication does play a big role in my day-to-day duties, because we have to be able to have great communication skills orally, and also we must use other communication technology efficiently like emails, letters, memos and phone or teleconferencing. In order to be a good representative we must be able to communicate effectively with our customers. The reason I say this is because we are responsible in making sure that we listen to what the customers needs are and that we are able to satisfactory resolve any issue that the customer might have.
Many times when customers have a valid complain we must inform our supervisor via E-mail, depending on the level of urgency regarding the customers complains. I generally prefer to communicate this way because it creates a paper trail and it also protects me. Through these emails we must be able to communicate to our supervisor, what the issue is and what are the solutions that we can offer the customer. Then my supervisors will respond with either an approval or rejection. Then we can communicate with the customer and inform them what the end result is of their complaint. I have found that communicating with my supervisors via e-mail helps keep track of records, and if that same issue were to ever come up again we would have an e-mail that would be proof that particular issue was addressed and brought to our supervisors attention. If the issue is not resolved to the customer satisfaction it would be because there wasnt a follow-up with the customer and we did not communicate in a professional manner.
Business Communication Trends
Working in a utility division comes with many challenges. When creating utility statement, wording has be to address in a manner where we are targeting an audience that can read and understand exactly what is being said in a normal monthly water utility bill . For example, what amount is due and when is it due. Many of our customers misinterpret or dont understand the wording on the utility bills. This causes confusion, and can even cause customers to have the utility services interrupted, because they misinterpret their bill and did not know how to read it correctly. We all have spent countless hours rewording our statements and every time there is that one customer that is looking for a loop in the system to get away out of paying a payment or late fees.
Our role as representatives is to ensure that are customer satisfaction is meet, and if there is an error where it might misguide our customers, we want to make sure that we correct the problem before it becomes a problem.