Assignment 1: Formal Report
Length: 2500 words
Marks: 20 (weighting: 20% of course)
Due date: 22 August 2014
This assignment will address the following course objectives in whole or in part:
You are the principal of Communication Excellence, a consultancy specialising in providing business executives with advice on improving their organisation’s communication skills. TelCell, a telephony company, has engaged you to develop a report to improve communication effectiveness supporting their fledgling Customer Relations Management (CRM) program.
As a starting point, you have been asked to identify how to break down communication barriers. From discussions with the Chief Executive Officer (CEO) of TelCell, Ms Anjali Stone, you determine that there are several elements, which need to be addressed:
After an initial investigation, your analysis reveals that staff on the front-line of customer contact requires professional development to assist them in closing the gap that exists between TelCel’s previous approach to customer service and CRM in resolving customer grievances for the mutual benefit of the customer and the organisation.
Your report will discuss these topics and make recommendations to assist TelCel to improve its CRM through more effective staff communication, negotiation and complaint resolution skills.
Prepare a formal report which:
Note: You are able to embellish the above scenario by adding any contextual details you may require to support your report.
MGT1200 Assignment 1 marking sheet
Student name: _____________________________________________________________
Student number: ____________________________________________
Memo/letter of transmittal
Report title page
Table of Contents
Introduction [Aim, Authorisation, Scope, Limitations]
General explanation of CRM
Explain of the process of active listening
Identify approaches to negotiation
Discuss appropriate strategies for dealing with customer complaints
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