COM FPX 1250 Assessment 1 Active Listening: The Six Ws

Who first experienced the problem?

One of the major clients of ABC Inc had a problem with one of their orders. A shipment of goods was supposed to be delivered to them last week, and now it has been 7 days. The timing is also quite different, and this might be one of the most valuable customers in the world, so it is really highly important that this order issue be addressed as soon as possible.

What happened?

One of the shipments was for an important client of ABC, Inc, which was not delivered on time or on schedule. As a result, Wanda wants to resolve the matter quickly due to the customer’s requirements.

What is the problem?

The thing is that one of the high-value customers has not received the order and, therefore, is dissatisfied with the company. This incident is an acute threat to the relationship that exists between a company and the customer. Wanda feels that the issue regarding the failure to deliver the shipment to the company is very serious and needs to be addressed and resolved immediately, though there is no means as yet that will help determine the cause or causes of the delay.

When did the problem occur, and when was it discovered?

This was first noticed by the customer when he was called by another customer who had not received his delivery within 7 days, upon which Wanda called this customer. The time between the incident and when they were notified of the incident indicates that there was no internal resolution of the issue and an urgent need to take corrective action.

Where did the problem occur?

It’s not shown at all where the problem happened. The shipments went through a process at some time but did not reach the customer. It’s concluded that the issue was between the time of shipment and the time of delivery. The voicemail doesn’t indicate the kind of shipment, but overall, it means that the shipment is not going well.

Why did Wanda tell you this message?

Wanda has left a voice message to take action to solve the problem and has developed a comprehensive, structured plan to “clean up that problem” in all areas identified. Wanda wants to get in touch with the customer so they can get to a financial agreement using credits, and get their product shipped to them so quickly.

These repeated attempts to resolve things now, for example, “we need to correct this now”, “call me as soon as you can,” indicate no lack of pressure she is under to get these things straightened out as quickly as possible and that she is attempting to get a consensus and a quick decision, so she does not risk her continued working relationship with her client.

How should the problem be addressed? What are the steps involved?

To curb the problem of shipment delivery, we should address the issue and act right in a timely fashion on behalf of the customer. We will contact Wanda to inform her that we listened to her, and we are ready to take action based on her requirements. This will be followed by coordinating with Sara Robins to discuss the issue of whether we have effectively articulated the issue to Wanda, and also explaining to Wanda in a professional and compassionate manner. Then we will issue a refund for the shipment and shipping costs simultaneously.

Then we shall conduct research on the shipment with the logistics department to find out the whereabouts of the shipment. Lastly, we will liaise with the logistics department to arrange the expedited shipment of the shipment and to identify, where necessary, substitutes for items that were shipped improperly. Our promise will be fulfilled, and the product will be delivered on Thursday as we promised Wanda. This process will keep Wanda. Following this, reaffirm with the customer regarding the delivery, and reestablish the trust as a long-term supplier.

What nonverbal cues do you notice? Consider pauses and changes in tone of voice.

The way that Wanda communicates with others demonstrates that she is in a very fast-paced and extremely urgent situation by saying such things as This must be fixed immediately to express her feelings of urgency or tension as she attempted to create solutions, meaning her level of stress was continually increasing because of how she felt due to the changing solutions she went through.

How do you think your manager is feeling based on these nonverbal cues?

Wanda’s response demonstrates her concern for what this could mean to the company if they lose an important customer and the impact it will have on their company’s reputation. Because of deadlines, Wanda has too much responsibility as a manager in trying to find a way to resolve this problem, which only adds to the already increasing frustration and urgency. As a manager, she feels that way with respect to this situation.

Why do you think your manager is feeling that way?

Since it has something to do with the importance of the client and the risk of damaging the reputation, Wanda probably has the issue of losing the trust or business of the client. Further pressure comes from the expected level of accountability that she has to her company from its leaders.

 Why do you feel that way?

The issue has not only become urgent but has also been hugely delayed. Rather, the shipment has now been excessively delayed and has caused dissatisfaction and escalation in the business relationship with a key client. Although the business relationship has not been affected to the point of losing it altogether, thanks to the extremely late shipment, a large risk has been incurred in terms of the negative effect on our reputation as a business in the scenario where we cannot resolve this very quickly. The tone used by Wanda and the mention of the necessity of urgent action help prove the necessity of expedited resolution.