Busn20017 Effective Business Communications : Assessment Answers

1. Demonstrate advanced knowledge and skills required in written, oral and interpersonal communication to address complex business problems.
2. Apply professional business writing and oral communication skills to effectively inform or persuade a target audience.
3. Deliver effective presentations to transmit knowledge, skills and ideas to both specialist and non-specialist audiences and achieve business objectives.
5. Critically analyse communication challenges faced by organisations by applying established theories to develop innovative strategies to address them.
6. Demonstrate the skill to autonomously reflect about good practices in workplace communication in different organisational contexts.

Sigma Global is one of the most reputed companies providing various services such as marketing and promotions of various overseas courses, advising the students, finding proper accommodation for them. This institution is based on the trust of the clients. However, of late it has been observed that the information that is provided by the agents are inconsistent and out of the scope of the company. Thus, it is becoming difficult to match between the expectations of the clients according to the promises of the agents, with the actual facilities that could be provided. Thus, the factor of trustworthiness of Sigma Global has been losing its credibility. In light of this present issue, various new policies and recommendations have been introduced, such that the company could regain the lost trust and commitment to the clients.

The changes in the policy that have been introduced have addressed the benefits of the clients, the company as well as the agents. All the agents have to receive approval from the company, regarding the marketing material that is circulated among the customers. This has been introduced since complains of false marketing and unethical marketing are being received, against the company. This policy is not intended to interfere in the independent marketing of the agents. This policy is directed towards the enhancement of the ethical marketing of the various overseas courses. Therefore, I request you to circulate the same and ensure that the marketing materials are approved from the company, before circulated.  

The agents have to be well informed about each institution, the various courses they deliver. The duration of the courses as well as changes of each course, have to be confirmed by the agents. However, irrespective of the ranking of each of the universities, the agents should portray an unbiased outlook and present it to the students and the clients. Moreover, it is important that the agents do not influence the clients and highlight any institution over the other. Thus, it is essential that the agents present an unbiased pool of information about the university and educational institutes.

When the agents ensure the accommodation to the students and clients, it is important that they give an accurate estimation of the expenses. This will ensure that the promise mate by the agents, meet the expectations of the clients. Of late, the clients have been complaining about a huge discrepancy in the promise made by the agents and the actual accommodation provided. In order to decrease this gap, the agents have to follow this change of policy. Along with the courses and accommodations, the students often inquire about the transportation and its costs. The agents have to maintain accuracy in the estimation, along with the various concession schemes that are available for the students. False commitments and inaccurate estimation should be avoided. However, in order to ensure these, the agents have to be well-informed themselves.  

Sigma Global also provide child care services. The agents have to inform the clients about the opening hours as well as the period of university breaks. A regular communication with the company has to be maintained by all the customer service agents, to keep the company updated regarding the latest developments and issues. The problem of misleading information to the clients could be mitigated with the changes in the policy, which all the agents have to follow. The customer service agents are required to update the company in any issues of compliance with the changed policy. All communication with the clients should be done through formal written communication with regular updates from the agents. Informal communication with the clients have to be avoided a much as possible. These changes have been made in order to enhance the credibility of reliability of the agents as well as Sigma Global.

The purpose of these changes in the policy is to retain the repeat customers and attract new clients such that the business might expand. In the recent days, many of the customers have been complaining regarding the lack of appropriate information that is provided by the agents. The company has taken this issue seriously, as customer deflection is also observed. Being well-informed and maintaining the integrity of information is useful in satisfying the clients, as well as mitigating the issue of unethical marketing. It is expected that all the customer service agents will adhere to the new policies and ensure the satisfaction of clients, with no scope of complaints.   

In case of further query, the customer service agents might contact the company directly.