Listening

 Name: Judith González Cardona

NUA: 117532

Play the first audio file attached (02) and listen to the first part of an interview with Alastair Dryburgh, an expert on communication and answer the questions. 

Does he think technology makes good communication easier? No, he believes that the principles don't change regardless of the channel that is being used, and therefore even if it makes it better or worse - that still has more to do with the sender or transmitter than with the communication channel.

What four key points does Alastair make about communication?

  • People have limited attention

  • Communication is about meaning, not volume of data

  • Communication is about listening

  • You need to connect with your audience in order to make them listen.

Play the second audio file attached (03) and listen to the second part of the interview. Alastair gives an example of a company which has used technology to change the way it communicates with customers. Give reasons why it communicates well.

He talks about amazon and the way that it simplifies the logistics process, they keep track of the process and route that your package takes and make it easy for their customers to check up on their products. Another thing that adds to their strategy is their algorithm, since it pays attention to the products that you are interested in, not just the ones you buy and will make recommendations based on your history.  

Finally, play the third audio file attached (04) and listen to the final part of the interview, where Alastair is describing a bad customer experience. What mistakes did the company make, and how could they have improved the customer experience?

They automatized the help and doubts section, making it difficult for the customers to reach access to an actual employee and not just an android. I think that companies need to keep in mind that not everyone is familiar with technology and some people might grow easily frustrated when having to deal with a machine instead of a human being; therefore I believe it is important to make it as easy as possible to reach one of the employees of the company in case they do not want to use the automatized system and this way they can walk customers through their doubts.


Comentarios

  1. Cinthia Segura Pérez21 de diciembre de 2021 a las 13:09

    I agree with you, especially in point 3, because for a company, customers should be the highest priority, so it is important to answer all their questions, taking into account the lack of technological knowledge.

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  2. Cecilia Massat21 de diciembre de 2021 a las 13:24

    I believe too Amazon has an extraordinary way to connect with the customers. The way they communicate with them and how they always try to come up with a solution to a problem any customer may have. I think they used well technology to improve an effective communication. Loved your reflection, keep it going c:

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  3. Ekateryna Calderón21 de diciembre de 2021 a las 13:25

    I agree with you about Amazon's example, it is because their platform is so simple and easy to undestand that we buy a LOT from them and also their suggestions match with our interests.

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  4. Lucía Hernández21 de diciembre de 2021 a las 13:44

    I agree that automated telephone newtworks can be very annoying. Personally, it has happened to me on more than one occasion to face inconveniences because the question I had in mind was not addressed correctly by the menu.

    ResponderEliminar

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