communication process model
Checkpoint Communication Process Model
Christine Jennings
XBCOM/275
Tynia Landry
March 22, 2014
The sender of the message was my district manager. The receiver of the message was I, the general manager. The communication message was delivered through E-mail. The message delivered was that my store would receive an extra five cases of chemicals on the truck shipment. I did not know that these chemicals were made by a customer for a preorder of product. The company did not have a preorder system and no one knew of this arrangement but corporate and the district manager. Nowhere in the E- mail did it state these were for a customer order, that I was to put these cases aside for the customer. I assumed that when the product arrived I had to fit it in with the current product of the same kind. I had an over abundance of laundry soap, so I set an end cap for the product and sold all but three out of sixty bottles. I had also sold all the other chemicals ordered but a case and a half.
The customer was extremely upset about paying for the product in advance and then the store it was shipped to selling her paid for merchandise. This misunderstanding could have been avoided if the district manager would have indicated that the product was already paid for by a customer and that the customer would be picking it up that week. I could of double checked with my district manager to verify why I was receiving an over flow of these chemicals. Neither of us checked with the other and did not share enough information between us to make the customer happy. In the end the customer was refunded her money. All the chemicals left on my shelves and in the store room were given to the customer at no expense to her for the misunderstanding. The customer also received a store credit for two hundred dollars to be used for any chemicals that she needed. There was a clause though that prohibited her from buying anything other than chemicals such as, paper products,
Christine Jennings
XBCOM/275
Tynia Landry
March 22, 2014
The sender of the message was my district manager. The receiver of the message was I, the general manager. The communication message was delivered through E-mail. The message delivered was that my store would receive an extra five cases of chemicals on the truck shipment. I did not know that these chemicals were made by a customer for a preorder of product. The company did not have a preorder system and no one knew of this arrangement but corporate and the district manager. Nowhere in the E- mail did it state these were for a customer order, that I was to put these cases aside for the customer. I assumed that when the product arrived I had to fit it in with the current product of the same kind. I had an over abundance of laundry soap, so I set an end cap for the product and sold all but three out of sixty bottles. I had also sold all the other chemicals ordered but a case and a half.
The customer was extremely upset about paying for the product in advance and then the store it was shipped to selling her paid for merchandise. This misunderstanding could have been avoided if the district manager would have indicated that the product was already paid for by a customer and that the customer would be picking it up that week. I could of double checked with my district manager to verify why I was receiving an over flow of these chemicals. Neither of us checked with the other and did not share enough information between us to make the customer happy. In the end the customer was refunded her money. All the chemicals left on my shelves and in the store room were given to the customer at no expense to her for the misunderstanding. The customer also received a store credit for two hundred dollars to be used for any chemicals that she needed. There was a clause though that prohibited her from buying anything other than chemicals such as, paper products,