Fig. 1 shows the following communication route used when a customer telephones Northline Furniture about a late sofa delivery. The delivery desk records the...
Question 1 Report
Fig. 1 shows the following communication route used when a customer telephones Northline Furniture about a late sofa delivery. The delivery desk records the message before contacting the driver. This helps the business give customers an update.
(a) Identify the method of communication used by the customer. [1]
(b) State two reasons why the delivery desk records the telephone message. [2]
(c) Give three disadvantages to Northline Furniture if the driver does not receive the message. [3]
Answer Details
(a) The customer uses a telephone call, or telephone communication. [1]
(b) Recording the message creates a written record and reduces the risk that important details are forgotten or changed. It also means another employee can use the information and provides evidence if the customer complains. [2]
(c) If the driver does not receive the message, the delivery could be sent to the wrong address, the customer may receive no update, and the customer may cancel the order. This can also lead to a complaint, extra delivery costs, and damage to the firm’s goodwill or reputation. [3]
For communication questions, link the missing message to a practical operational problem and then to its effect on the customer or business.
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