One of your customers is angry because they feel you have not met their requirements and therefore, you have let them down. Identify three forms of communication, and explain the advantages and disadvantages of using each form of communication to resolve the situation.
The mediums of communication I have identified for the purposes of trying to resolve the scenario to the customer’s satisfaction that a fair assessment has been made above are: e-mail, face to face and letter. Form of Communication | Advantages | Disadvantages | Email (non-verbal) | * Gives a record for future reference * Easy to store, transmit and retrieve * Can be short, simple, quick and effective method of communication * Can be edited to make sure accurate and clear before sending * Can be easily sent to more than one person – even if another party does not need to respond, it can inform them of the up to date position of an issue/situation * Can be sent, read and responded to at all parties convenience * Low cost * No problem with distance – no delays * All parties can be informed of little changes easily and quickly * Can request confirmation of receipt and being read to ensure has been seen | * Could be sent to wrong recipient(s) * Hasty e-mails could mean that content could be wrong * Can be time consuming * Feedback is not instant * Cannot see if something is not understood or clear * Body language and tone of voice are missing * Tone of e-mail can be misinterpreted and convey the wrong message * Can be abused by overuse * Is still informal – so finality cannot/should not be achieved via this method of communication (in this scenario) * In the event of electronic issues, it is not possible to use this communication (e.g. internet problem) | Face to Face (verbal) | * Can pick up on both parties body language and tone – see a reaction *