Question

Larry is in charge of collecting customer service and satisfaction data for his company. Heâs not sure which key groups in the company would be the most appropriate audience to communicate the recent customer satisfaction results, including call center employees, senior management, and company-wide.

As Larry begins to develop his communication plan, which of the following questions would most help him strategize a plan for targeting a specific audience?

A. What are the potential advantages and disadvantages of communicating customer satisfaction results to one group versus another group?
B. What format would each group prefer to see in a report on customer satisfaction?
C. How can you communicate the information in a way that will be acceptable to all groups?
D. What are the consequences of not communicating the information at all?

Answer 1

Answer:

A

Explanation:

In communicating customer satisfaction result to the right audience , one key criteria that guides toward this is to identify the user that will mostly make use of the result in achieving the overall goal of the organization.

While some users may have a passive need for such information , some other user will depend on the same information for appropriate action to deliver the corporate objectives.

In view of this , it is prudent that Larry analyse the potential advantages and disadvantages of the information to various users to determine the user that mostly need it