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Abstract
Working in a telecommunication company one would believe that the communication within the organization would flow smoothly. This is not always the case though. An example would be our account documentation process. There are some discrepancies between departments on what is required in comments and who is able to asses specific remark on user accounts. The purpose of this paper is to outline and review the remark process for Verizon Wireless in regards to our Wireless Data Technical Support department.
There are two different ways to document on a customers account. First, the general remarks field which is viewable by all levels of employee across all departments. These remarks are typically general in nature to the account, such as noting Authorized Contacts, changing a billing address change, or noting that a customer called in with a question of some sort. The other is known as Case Analysis. This type is specific to the Wireless Data Technical Support department. Case Analysis includes such notes as complete troubleshooting steps that were followed, where as remarks should simply contain that the customer called and the problem was fixed.
The bottom line for remarks is to follow the guidelines that are set forth. Verify account if any changes will effect billing, put only summary comments in the remark field. Be clear concise ant to the point. Provide clear disclosure of any term and conditions, and do not forget to add your ID tag to the account to show your reasons for accessing it. All these materials cal be accessed via company databases and should be periodically.
Introduction
“We believe integrity is at the core of who we are. It establishes the trust that is critical to the relationships we have. ” Verizon Wireless Credo (2006) Businesses must communicate, both with their customers and within; amongst the various departments that function to support the business. There is an obvious need for communication with customers to be accurate, but also and even more important the communication that takes place inside the walls of the company needs to be concise and efficient.
Wireless Data Technical Support (WDTS) is a department within the structure of Verizon Wireless. Its primary purpose is to support customers with advanced devices such as mobile air cards for PC’s, Blackberry handhelds, and other PDA devices. With such a technical business need from our customers, it is critical that accounts be remarked properly. I will review the process in which WDTS documents customer accounts.
The mission that Verizon Wireless pursues is as a leader in communications, Verizon's mission is to enable people and businesses to communicate with each other. We are also committed to providing full and open communication with our customers, employees and investors. That’s just the beginning on their home page. Verizon has other values like customers first because they are ultimately the people that make them. Integrity always at the heart of everything they do. Respect is the critical component at every level of business. Performance Excellent Verizon holds itself to high standard of performance. Accountability holds each other responsible. “Great Companies are judged by what they do, not by what they say” Verizon Wireless
2. Detail the HR functions(s) that is/are the focus of this case. Practices include recruitment, selection, training and development, performance appraisal, compensation (including benefits), internal employee relations (including discipline and termination), and safety.
... of the timely filing clauses in the third-party payer participation agreements. Remember, these third-party payer participation agreements can change every six months to a year. Memos are a fantastic way of keeping everyone informed about all the participating providers. When working in an office everyone is an indispensable employee, as such everyone needs to know what is happening with the participating providers. With these steps in place it will help ensure the office’s accounts receivable management ratio is high, which in turn will allow the office to keep running properly and depending on your employer a bonus.
Since customer satisfaction is very important in this company, Brandon Smith, one of the Vice Presidents at of the branches, said that treating the customers as if they were the “best” is what keeps them coming back for more transactions. He then continued to elaborate that they use a communication method to get to know their customers more. For instance, Bank of America’s customers talk about their financial goals. In addition, Brandon mentioned that his employees’ set many goals to change how customers view the company in a positive way.
Maintain reputation for fairness and integrity by treating every customer as we would want to be treated
The amalgamation of HomeGround and Hanover Welfare highlighted a need to adjust their Information processing procedures as employees within the NFPs were being hampered by communication constraints. The two organisations had been running separate document management processes, it was important that the new document management process was able, to not only migrate HomeGround’s existing SharePoint 2007 on-premises environment, but also to migrate content from Hanover Welfare’s legacy sources. It was also evident that the solution needed to provide their workforce of over 350 employees, access to a “single source of truth”. With the aim to allow their geographically spread workforce to access the information they require, when they need it, regardless of location.
Integrity, in the broadest sense, must pervade our actions in all relationships, including those with our customers, suppliers, and each other. This is a commitment to uncompromising values and conduct.
To ensure that important details aren’t overlooked, I reference policy and procedures manuals and I proofread my work for errors or omissions. In my current role, my responsibilities scheduling meetings, reserving conference rooms and reviewing job bulletins to ensure application screening matrices support manager’s desired qualifications. While working as a Program Technician II in the Name Availability Unit, I was responsible for entering name reservation information in the Teale database and referencing to the California Secretary of State’s Naming regulations while reviewing name reservation forms for compliance and completeness.
Omilion-Hodges & Baker, (2014) an organization can only communicate effectively with its external publics if it recognizes of the c...
By far the greatest responsibility of the department was user support.Employees from departments all over the complex would call in any problems they had with their computers. These problems would be written down on a work order form and the handled in due course.Because of this members of the department staff had to have effective listening skills .I realized that when dealing with a user it was important for me to solicit as much feedback as possible from them. I would ask questions and paraphrase what they were saying so as to better understand the nature of the problem.This was important because many a time the problem would be Just a simple matter of rebooting the computer and could easily be resolved over the phone.When trying to get to the root of the problem it was important that I display as much patience as possible with the users often vague responses to my questions. I made a conscious effort not to interrupt them and to refrain from distractions that would hinder my ability to listen effectively.Effective listening was also important because it allowed take notice of paralanguage signals in a persons voice allowed us to judge the urgency of the situation .We were also conscioutioas of the paralanguage signals that we relayed to users.We use a phone friendly voice ,being careful to maintain an even steady tone of voice.
Organizational trust is necessary for businesses, as it benefits both the organization and its stakeholders; a stakeholder being an employee, customer, supplier, or bondholder. In Cheney (2009) reading, he referenced three major communication levels in terms of communication related situations, two of which being deception and concealment. Mistrust in an organization occurs when there is isolation, self-interest, and self-preservation; deception and concealment are a part of a lack of communication that can lead to issues and crisis situations. There is an importance to communicate to develop trust, trust is a necessary component of human life that facilitates cooperation and organization. There are three subcategories of trust (trusting beliefs) that Kodish (2017), highlights in her article that relates to ethical imperatives: competence, integrity, and
There are two fundamental sorts of documentation, framework and client documentation. Frameworks documentation incorporates data required for the on-going upkeep and operation of the PC framework. Samples of framework documentation incorporate things, for example, specialized charts, stream graphs, database administration structures, and help records. Client documentation ought to be not difficult to peruse and accompany. Help records are regularly composed in a regulated arrangement and are made for clients whatsoever levels to accompany.
Employees need direction, information and entertainment accurately and truthfully delivered by both the formal and informal company chains of communication.
Honesty in conduct is the foundation of every successful business organization. The substratum of any organization depends upon the level of morality followed by the elements that run that organization. Honest conduct requires us to practice and preach those ideologies that will further strengthen the level of trust people place upon us. Honesty in its narrowest form is the act of telling the truth, but honesty in conduct is much more than that. Honest conduct requires earnestness, no act of misleading, deviousness or betrayal. What’s most important is the loyalty to the organization and the act of good faith.
In a business, communication not only takes place between the business and their buying customers, but also with their suppliers, within themselves and all of the stakeholders involved in the business. This includes all of the internal and external customers.