This assessment requires you to record a response using Kaltura or a similar tool. Review the following information to prepare for your recording:
Note: If you require the use of assistive technology or alternative communication methods to participate in this activity, please contact DisabilityServices@Capella.edu to request accommodations.
On Monday morning, you check your phone and discover you have a voicemail from your manager, Wanda, about a customer service issue. She is worried because one of the company’s most important clients has not received their shipment. While she acknowledges it isn’t your fault, she needs you to work quickly to resolve the issue. In order for you to help fix the error, she’s outlined some tasks that must be completed to fast-track the solution.
1. Consider the scenario above.
2. Listen to Active Listening: Voicemail. This is the voicemail from your manager in the above scenario. You may want to read the transcript for additional clarity.
3. Write a summary of the voicemail, making notes of six Ws. Save these notes. While you will not submit them in this assessment, you will refer to them in Assessment 2.
In addition, consider the following:
4. Now that you’ve heard the voicemail and have applied active listening skills to the message, apply oral communication skills to effectively respond. Record your response, and submit it for this assessment. Make sure your response:
Note: Although this is an audio assessment, faculty may use the Writing Feedback Toolwhen grading this assessment to provide additional feedback on the purpose, organization, evidence, tone, and structure.
Hi, this is Wanda. We have a huge concern. We need to fix this immediately. Our client didn’t receive our shipment. At this point the shipment is over a week late, and our client is very upset. I don’t know who made this huge mistake, but as soon as I find out there will be consequences. This client is our primary customer. We won’t tolerate these types of careless mistakes. As soon as you receive this, call me back so they know that we are all on the same page. Okay, we need to fix this. What can we do? What can we do? Let’s first make sure we can immediately refund their cost. Call their manager right away and explain this to them. Her name is Sara Robbins. Then, let’s see. We can do this. Let’s fix this. Let’s refund their shipping charge right away and then make sure they get their shipment by Thursday. Okay, okay. If there’s anything else I need to know, call me immediately. Call me either way so we can make sure this is taken care of. Bye.