Programme Name: V65 - B.B.A.

in Business Process Management

Course: Semester 3: Business Communication Processes and Workflows

Course: Semester 3:
Business Communication
Processes and Workflows
Role based and Work & Performance Centric Degree Programme in collaboration
with Yashawantrao Chavan Maharashtra Open University (
YCMOU) and Maharashtra Knowledge Corporation Limited (MKCL)

Yashwantrao Chavan Maharashtra Open

Maharashtra Knowledge Corporation
University (YCMOU)
Dnyangangotri, Govardhan, Near Gangapur Dam, Limited (MKCL)
Nashik – 422 222 Tel: (0253) 2231714, 2231715, ICC Trade Tower, 'A' Wing, 5th Floor,
2230717 Senapati Bapat Road, Shivajinagar, Pune 411
Website: http://ycmou.digitaluniversity.ac 016 Tel: +91 20 4011 4500 / 4501
Email: [email protected] www.mkcl.org www.mkcl.org/mfs
 Course: Semester 3: Business Communication Processes and Workflows

Table of Contents

• Unit 1: Following Processes For Customer's Benefit

• Unit 2: Communicating Processes to Customer

• Unit 3: Following Processes to Lead

• Reference Links
 Course: Semester 3: Business Communication Processes and Workflows

Unit 1: Following Processes For

Customer's Benefit
 Course: Semester 3: Business Communication Processes and Workflows

Situation 1: Follow Processes

Totally When In Doubt
Course: Semester 3: Business Communication Processes and Workflows

• Snehal was working at

the railway counter
these days. She had
been posted back to
this counter after a few
years and found a
dramatic change in the
ways reservation
methods had changed.
 Course: Semester 3: Business Communication Processes and Workflows

• Computerization had
changed the way railways
functioned and just like her,
many of the customers who
were used to the old ways
of functioning found it
difficult to appreciate a few
limitations that came with
computerization.
Course: Semester 3: Business Communication Processes and Workflows

• There were many new

facilities introduced by
the railways like Tatkal
tickets etc. which are
now available a day
before travel and at a
higher cost.
 Course: Semester 3: Business Communication Processes and Workflows

Ulhas, one of Snehal’s relative No Ulhas, the

called her one-day and asked train is already
for a ticket on a busy train on full.
the Diwali day.
Course: Semester 3: Business Communication Processes and Workflows

Please try. No it is truly full.

 Course: Semester 3: Business Communication Processes and Workflows

I know it is full, I have So you already know

checked it out on the the train is full, then
website. why do you ask us?
 Course: Semester 3: Business Communication Processes and Workflows

Oh you are an agent, I am Even in earlier days we never

sure you would know had such tickets as tickets
have to be booked in the
ways of getting tickets names of passengers. Besides
when the train is full. I that we cannot even guarantee
am ready to pay a bit seats to those clients who
extra. book well in advance, so how
can we have tickets when the
train is full?
 Course: Semester 3: Business Communication Processes and Workflows

(Snehal started losing

No but you must be her patience) What
having your ways. ways? What are you
trying to say?
 Course: Semester 3: Business Communication Processes and Workflows

Well Snehal, don’t get Look Ulhas, there is no

angry, I am your relative underhand way of getting
tickets that my agency deals
na? Do something na, in. If you know of anybody
find a way to get me the else doing this please use his
ticket. or her services. But my agency
cannot help you with this.
Course: Semester 3: Business Communication Processes and Workflows

But there is an official way of getting

an urgent ticket. That is called Tatkal.
But again there is no guarantee of the
same. We can try to get you a ticket
under this scheme, but let me say
again there is no guarantee. And also
there is an extra charge.
 Course: Semester 3: Business Communication Processes and Workflows

Ok that’s fine. Get me a (losing her cool again)

ticket under tatkal, but I Please stop this Ulhas,
am your relative, so don’t you are knocking at the
charge me extra, and don’t wrong door. I cannot
help you get a ticket
ask for an advance. underhand under any
circumstances.
Course: Semester 3: Business Communication Processes and Workflows

You will have to pay the extra

charges for Tatkal and then also, let
me repeat, we cannot guarantee
you the ticket, but we will try. You
can think over it and let me know.
Can I now put the phone down? I
have other calls to attend.
Course: Semester 3: Business Communication Processes and Workflows

As per the agency rules please

OK please book me come to office and pay the
under tatkal. necessary advance. I cannot
take your booking over the
phone.
 Course: Semester 3: Business Communication Processes and Workflows

It is not a question of relationship. I will have

to pay the advance if you don’t. It is better
that you come and pay the advance, we will
But I am your relative, try your booking only after we receive the
can’t you trust me? advance. Thanks for calling Ulhas I really
have other calls waiting.
 Course: Semester 3: Business Communication Processes and Workflows

• Snehal kept the phone down. Her colleague

who was overhearing Snehal over the phone
was very appreciative of Snehal for insisting
on the advance. Snehal explained that if
somebody starts talking about relationships,
and services of other agencies and charges
etc., majority of the times they would not
come to pick up tickets.
 Course: Semester 3: Business Communication Processes and Workflows

• Hence, relative or no relative, one must follow

office processes and ask for advances. Only
then would you save yourself of unnecessary
penalties. It was a lesson for her colleague,
but it came at the end of a long experience,
which was true even under changed
conditions and computerization.
 Course: Semester 3: Business Communication Processes and Workflows

Open Ended Questions

1. What did Ulhas want?
2. Why did Snehal doubt Ulhas’s intentions?
3. Why did Snehal insist on an advance for
tickets from Ulhas? If you were in Snehal’s
place what would you have done? Why?
4. What had changed because of
computerization?
Course: Semester 3: Business Communication Processes and Workflows

Situation 2: Demanding And

Pressurising Customers
 Course: Semester 3: Business Communication Processes and Workflows

• “You see I have always been booking my

holidays with your competitor but this time I
thought of giving you a chance!” Mr. Kolhatkar
said it all so loud that he wanted everybody in
the room to hear. The supervisor also heard
this and decided to check the bookings as and
when it was done.
 Course: Semester 3: Business Communication Processes and Workflows

• Amey was the sales executive handling Mr.

Kolhatkar. He felt excited that a customer from
their competitor had decided to come over to
them. He decided to go all out to assist him
and give him excellent service so that Mr.
Kolhatkar would not think of the other agency
again.
 Course: Semester 3: Business Communication Processes and Workflows

• He listened to Mr. Kolhatkar very patiently. He

took down all the requests and decided to call
Mr. Kolhatkar back with the information. Mr.
Kolhatkar repeated that he had come here
and not gone to the competitor and that
Amey should keep it in mind.
 Course: Semester 3: Business Communication Processes and Workflows

• After Mr. Kolhatkar left, the supervisor called

Amey. He asked Amaya to tell him exactly
what Mr. Kolhatkar had asked for. Amey
explained everything in detail. Mr. Kolhatkar
had asked for the reservation of the Palace on
Wheels during the peak holiday time. The
supervisor smiled.
 Course: Semester 3: Business Communication Processes and Workflows

• He explained to Amey that MR. Kolhatkar was

to be classified as an “over demanding and
pressurizing” client. Such clients often like to
throw their pressure around and get things
done. They even find very minute fault with
services and then delay payments for months.
They normally give the bookings of very
critical and crucial bookings, and then storm
the office if these are not obtained.
 Course: Semester 3: Business Communication Processes and Workflows

• The supervisor told Amey that as he was un-

experienced in handling such clients he should
check with the supervisor before making any
promises. Amey made a mental note of all
these points and decided to check with the
supervisor every time while proceeding with
the booking.
 Course: Semester 3: Business Communication Processes and Workflows

• He checked the availability of the Palace on

Wheels for the dates that Mr. Kolhatkar
wanted. These seats were available but the
booking itself would start after a week and the
seats were allotted over the computer so the
bookings would start only after a week.
 Course: Semester 3: Business Communication Processes and Workflows

• Amey reported this to the Supervisor. The

Supervisor said Amey should ask for at least a
25% advance for the tickets. When Amey
asked him why the advance, Supervisor
replied, the reason is that he will refuse to pay
you and in all probability he must have asked
at least three more agencies to book the
tickets.
 Course: Semester 3: Business Communication Processes and Workflows

• If you insist on the advance he will ask for a

guarantee of the tickets, which you should
tactfully be able to refuse. If he pays you the
advance it means he is betting on you and if
not you could also politely say you cannot try
for the booking without an advance.
 Course: Semester 3: Business Communication Processes and Workflows

• This was getting a bit complicated for Amey.

He called up Mr. Kolhatkar though and gave
him all the information.
• Kolhatkar: So go ahead with the bookings.
•
• Amey: Thank you Sir, but err... Sir as per our
agency rules we will require at least 25%
advance.
 Course: Semester 3: Business Communication Processes and Workflows

• Kolhatkar: What do you not trust me? Do you

want me to go back to the earlier agency? I
will pay you when you get me the tickets.
•
• Amey: It is a matter of policy Sir. (Amey was
scared Kolhatkar would go to the other
agency, but the supervisor’s words kept
ringing in his ears)
 Course: Semester 3: Business Communication Processes and Workflows

• Kolhatkar: OK I will talk with my wife and let you

know. But I guess you have lost me as a client by
asking for an advance.

• Amey: We would not like to loose you Sir, but we

have to follow policy Sir.

• Kolhatkar: OK I will see.

• Amey: I will wait for your call Sir.

 Course: Semester 3: Business Communication Processes and Workflows

•
• Amey thought he had lost the client. He spoke
to the Supervisor almost grumbling that
because of the insistence of the advance they
had lost the customer.

• The supervisor asked him to be patient. Just

two days before the booking date Mr.
Kolhatkar called Amey.
 Course: Semester 3: Business Communication Processes and Workflows

• Kolhatkar: Amey you did not call me to

persuade me to book with you? Is this how
you service and seek a customer? But I
thought you have taken efforts to get me the
information, so I will give you a chance this
time. I am sending you a cheque today
evening and you go ahead with the bookings.
 Course: Semester 3: Business Communication Processes and Workflows

• Amey: (He had started realising that all that

the supervisor said was coming true) Sorry Sir,
policy again Sir. The bookings will open day
after and your cheque would not be credited
to our account till then. So now I can accept
only cash or credit card.
 Course: Semester 3: Business Communication Processes and Workflows

• Kolhatkar: (Loosing his temper) You are the

limit Amey is this the way you trust customers
and especially first timers? Please cancel all
my bookings with you
•
• Amey: Sorry to do that Sir, but it is your wish.
 Course: Semester 3: Business Communication Processes and Workflows

• Kolhatkar came to office that evening and

then paid the advance by credit card. He
seemed mellowed a bit. He said to Amey,”
Hope you get the seats for me.”
•
• Amey: Sir we will always do our best but it is
season time and the bookings open across the
world. But I will surely do my best.
 Course: Semester 3: Business Communication Processes and Workflows

• Amey had started getting suspicious about

Kolhatkar now. He had friends in a few
agencies, so with the permission of his
supervisor, he spoke to his friends from the
other agency. And as was predicted by the
supervisor, Kolhatkar had gone shopping for
the same tickets to three other agencies. One
agency had asked for 50% advance and one
agency had given a guarantee provided he
gives them 100% advance.
 Course: Semester 3: Business Communication Processes and Workflows

• The reason Kolhatkar had come back to Amey

was that they had asked for only 25%
advance. Amey realised the games Kolhatkar
was playing. However, luck was on Amey’s
side. He fortunately got all the bookings. The
agency paid for the tickets. Now the challenge
was to recollect the full amount from
Kolhatkar.
 Course: Semester 3: Business Communication Processes and Workflows

• Amey had lost all the respect for Kolhatkar.

But he remembered the supervisor that we
should give respect to the customers always.
• He called up Kolhatkar and informed him that
the seats were reserved. He also informed
Kolhatkar that he should pay the agency the
full amount without any further delay or else
the agency would be compelled to release the
seats.
 Course: Semester 3: Business Communication Processes and Workflows

• Kolhatkar knew he had tested the patience of

the agency. He then decided to pay off. As a
last attempt he tried to talk of some discount
and exchange rates and delay payments.
• But Amey had seen through the ways of
Kolhatkar and he managed to make Kolhatkar
pay in time.
 Course: Semester 3: Business Communication Processes and Workflows

• He had learnt a lesson of his lifetime, as to

how not to be carried away by pomp and
show, how to handle pressurizing and
demanding customers.
 Course: Semester 3: Business Communication Processes and Workflows

Open Ended Questions

1. Why did Kolhatkar impress Amey?
2. Why did the supervisor warn Amey and why
did he draw certain Laxman rekha for him?
What were the Laxman rekha in this case?
3. Do you think Kolhatkar would come back to
this agency again? Why?
 Course: Semester 3: Business Communication Processes and Workflows

Open Ended Questions

4. Are there situations in the story where Amey
could have been angry with the supervisor
for holding him back?
5. At the end of the day, the supervisor had
used his experience to caution Amey and
allowed him to handle Kolhatkar. Should he
have intervened and handled the tough guest
himself? Why?
Course: Semester 3: Business Communication Processes and Workflows
 Course: Semester 3: Business Communication Processes and Workflows

• Jyotsna was a very meticulous person. She

loved to plan everything well in advance and
wanted things to happen as per the plan and
schedule.
 Course: Semester 3: Business Communication Processes and Workflows

• Santosh who was working at the railway

counter these days knew the habits of Jyotsna
who was a very old client of the agency.
 Course: Semester 3: Business Communication Processes and Workflows

• Jyotsna had called the agency for some

railway tickets. Now a days the tickets could
be booked 90 days in advance and Jyotsna had
called exactly 95 days in advance. She knew
that the dates on which she wanted to travel
were still to open.
Course: Semester 3: Business Communication Processes and Workflows

Yes mam we will

I am sure you will
surely try our
get me the tickets.
best.
Course: Semester 3: Business Communication Processes and Workflows

Mam, I assure you

What do you mean
we will do our best
you will try? You
but I am sorry, we
must get me my
cannot guarantee
tickets.
you the same.
 Course: Semester 3: Business Communication Processes and Workflows

You are absolutely right

Come on Santosh, the madam, the dates are to open
dates are still to open, still, but we cannot guarantee
so what is the your tickets as the dates open
across the country at the same
problem? You must time and therefore, we cannot
get the tickets for me. guarantee the procurement of
your tickets.
Course: Semester 3: Business Communication Processes and Workflows

Mam, this is a limitation of

This is not the system and we just
acceptable, when I cannot guarantee it. As I
come to you in said we will do all that we
time, why should I can, but you might just not
take a no? be lucky.
 Course: Semester 3: Business Communication Processes and Workflows

Mam, the situation is

true for all agencies. If
I think this is too much. anybody is able to
I just cannot understand guarantee you please
and accept this. I will give me the address and
go to another agency. I will ask my manager to
book all our tickets
through that agency.
Course: Semester 3: Business Communication Processes and Workflows

But let me assure you that

any such guarantee is a
false promise. These are
limitations that have
come because of
computerization.
Course: Semester 3: Business Communication Processes and Workflows

We normally get the tickets

ourselves, but there is a
small chance of a miss out
and therefore it is my duty
to let you know that there
are limitations and we
might not get the ticket.
Course: Semester 3: Business Communication Processes and Workflows

We therefore ask for

alternate choices so that
we can immediately try
and book those. All this
happens so fast that there
is no time to get back to
you for choices then.
Course: Semester 3: Business Communication Processes and Workflows

Hence, I request you

to please give me
alternate choices, so
that we will try and get
you one of those.
Course: Semester 3: Business Communication Processes and Workflows

OK. Get me seats on

either of these two Thank you mam,
trains and either of we will do our
these two classes of best.
travel.
 Course: Semester 3: Business Communication Processes and Workflows

• The supervisor who was listening to the

conversation patted Santosh’s back for not
bulking under Jyotsna’s pressure and making
the limitations very clear.
 Course: Semester 3: Business Communication Processes and Workflows

Open Ended Questions

• How many days in advance can one book
railway tickets?
• Had Jyotsna come on time?
• Why did Santosh take all the efforts to explain
the situation to Jyotsna?
 Course: Semester 3: Business Communication Processes and Workflows

Open Ended Questions

• If you were in Santosh’s place what would you
have done? Why?
• If you were in Jyotsna’s place what would you
have done? Why?
Course: Semester 3: Business Communication Processes and Workflows
 Course: Semester 3: Business Communication Processes and Workflows

• Rahul was sitting at his desk, worried, a bit

scared and feeling extremely nervous. Ketan
came up to him and asked him what had
happened. Rahul was almost in tears.
 Course: Semester 3: Business Communication Processes and Workflows

• He explained to Ketan that the accounts

department had just called him to say that the
cheque handed over against the honeymoon
booking of Mr. and Mrs. Chamko had
bounced.
 Course: Semester 3: Business Communication Processes and Workflows

• Rahul recollected and narrated to Ketan how

on last Friday, Mr. and Mrs. Chamko had
walked into the office and asked for a 7 day
holiday booking for all 5 star hotels in
Bangalore Mysore and Kabini. They were to
leave on Monday morning.
 Course: Semester 3: Business Communication Processes and Workflows

• Rahul was impressed by Mr. Chamko and was

very happy at how he was taking care of Mrs.
Chamko, asking her to choose every hotel and
giving a lot of weight to her expectations on a
honeymoon. Rahul felt she must be the
happiest woman on earth as she had such a
caring husband, while he noticed the mehendi
on her hands and the fresh newly stitched
dresses of both of them.
 Course: Semester 3: Business Communication Processes and Workflows

• Rahul was excited and felt he should execute

all the bookings with care and ensure
everything is in place before the couple
leaves. Mr. and Mrs. Chamko promised to pay
the entire bill when they would come to
collect the program on Saturday evening.
 Course: Semester 3: Business Communication Processes and Workflows

• Rahul was awed by the couple and promised

to keep everything ready by Saturday evening.
He noted all the bookings and asked
operations to treat this as urgent and ensure
all the bookings were confirmed. Operations
checked with Rahul to say the amounts
involved in these bookings were high and
there was no advance collected while taking
the booking.
 Course: Semester 3: Business Communication Processes and Workflows

• Rahul convinced operations that the amount

would come the next day and that they should
not worry.
• Saturday arrived and the couple did not come
till noon. They came late evening when the
office was about to close. Rahul was nervous
and relieved to see them in person.
 Course: Semester 3: Business Communication Processes and Workflows

• Mr. Chamko greeted him as hi friend and gave

him a hug and asked, “sab tayyar hai?” He
almost looked like a hero and Rahul was
impressed! Rahul handed over all the
bookings to the couple with care and then
asked for the cash payment. Mr. Chamko in
style pulled out his chequebook and asked
what the amount was.
 Course: Semester 3: Business Communication Processes and Workflows

• Rahul nervously looked at the chequebook

and said, “I am sorry you will have to pay cash
Sir, as I cannot offer you credit as you are
leaving on Monday and there is no time for
the cheque to clear."
 Course: Semester 3: Business Communication Processes and Workflows

• Mr. Chamko: Don’t you believe me? I am on a

honeymoon yar, and today there was all the
puja at home and I just didn’t get time to
withdraw the money from the bank. So I am
giving you a cheque. I don’t mind giving you a
bearer cheque; you can withdraw the amount
first thing in the morning.
 Course: Semester 3: Business Communication Processes and Workflows

• Rahul was nervous; he felt he was in a fix. He

knew the rules of the organization. All money
to be collected before the clients leave for the
holiday. He looked at the manager’s cabin. He
had left for the day and there was nobody
who could guide him.
 Course: Semester 3: Business Communication Processes and Workflows

• He was nervous and started sweating. Mr.

Chamko gave him a pat and said, look if there
is a problem, cancel the booking, I have no
issues, or should I leave my wife’s bangles as
security?
 Course: Semester 3: Business Communication Processes and Workflows

• Rahul was impressed and bowled over. It was

a big booking of all 5 star hotels and loosing all
that would mean loosing a lot of revenue for
the company. Should he or shouldn’t he break
the rules? It was just a question of a day.
Monday was just a day away and the money
would be in the office kitty...
 Course: Semester 3: Business Communication Processes and Workflows

• His heart pushed him against his heart and

said to himself, how could a man cheat when
on a honeymoon? And on the spur of the
moment he said, “ OK Mr. Chamko, I trust you.
I give you all the vouchers against our
company rules, but please ensure the cheque
is honored.”
 Course: Semester 3: Business Communication Processes and Workflows

• Mr. Chamko profusely thanked Rahul picked

up all the vouchers and left.
• Today was Monday afternoon and Rahul was
sitting there nervous, feeling cheated and
cursing himself for not following the rules!
 Course: Semester 3: Business Communication Processes and Workflows

• When accounts tried to call Mr.Chamko on his

mobile number, it was always unreachable.
When they checked with the bank, the
account was long closed and then they
realized that the address would also be false.
Rahul realized he had been cheated and could
not imagine how he would face the manager
and whether there was some way to save the
losses!
 Course: Semester 3: Business Communication Processes and Workflows

Open Ended Questions

1. When did Mr. Chamko book the tour? On

what day did he plan to travel?
2. What was Rahul impressed by?
3. Which process defined by the company did
Rahul not follow?
 Course: Semester 3: Business Communication Processes and Workflows

Open Ended Questions

4. What should the company do now the save
some losses?
5. What care should Rahul have taken before
handing over the documents to Mr. Chamko?
6. Was there a plan that Mr. And Mrs. Chamko
followed to cheat the agency? What are the
lessons to be learnt, besides collecting
money before the tour?
 Course: Semester 3: Business Communication Processes and Workflows

Unit 2: Communicating Processes

to Customer
Course: Semester 3: Business Communication Processes and Workflows

Situations
 Course: Semester 3: Business Communication Processes and Workflows

Situation 1: What Happens When You

Lose Patience And Don't Follow Processes
Course: Semester 3: Business Communication Processes and Workflows

• Snehal was working at

the railway counter
these days. She had
been posted back to
this counter after a few
years and found a
dramatic change in the
ways reservation
methods had changed
 Course: Semester 3: Business Communication Processes and Workflows

• Computerisation had
changed the way railways
functioned and just like her,
many of the customers who
were used to the old ways
of functioning found it
difficult to appreciate a few
limitations that came with
computerisation.
Course: Semester 3: Business Communication Processes and Workflows

• There were many new

facilities introduced by the
railways like Tatkal tickets
etc which are now
available a day before
travel and at a higher cost.
 Course: Semester 3: Business Communication Processes and Workflows

Ulhas, one of Snehal’s relative

called her one-day and asked No Ulhas, the train
for a ticket on a busy train on is already full.
the Diwali day.
Course: Semester 3: Business Communication Processes and Workflows

Please try. No it is truly full.

 Course: Semester 3: Business Communication Processes and Workflows

So you already
I know it is full, I know the train is
have checked it out full, then why do
on the website. you ask us?
 Course: Semester 3: Business Communication Processes and Workflows

Even in earlier days we

Oh you are an agent, I never had such tickets as
tickets have to be booked in
am sure you would the names of passengers.
know ways of getting Besides that we cannot even
guarantee seats to those
tickets when the train is clients who book well in
full. I am ready to pay advance, so how can we
have tickets when the train is
a bit extra. full?
 Course: Semester 3: Business Communication Processes and Workflows

(Snehal started
losing her patience)
No but you must be
What ways? What
having your ways.
are you trying to
say?
 Course: Semester 3: Business Communication Processes and Workflows

Look Ulhas, there is no

Well Snehal, don’t get underhand way of getting
angry, I am your relative tickets that my agency deals
na? Do something na, in. If you know of anybody
find a way to get me the else doing this please use his
or her services. But my
ticket. agency cannot help you with
this.
Course: Semester 3: Business Communication Processes and Workflows

But there is an official way of

getting an urgent ticket. That is
called Tatkal. But again there is
no guarantee of the same. We
can try to get you a ticket under
this scheme, but let me say again
there is no guarantee. And also
there is an extra charge.
 Course: Semester 3: Business Communication Processes and Workflows

Ok that’s fine. Get me a You will have to

ticket under tatkal, but I pay all the charges,
am your relative, so don’t and pay an
charge me extra, and advance.
don’t ask for an advance.
 Course: Semester 3: Business Communication Processes and Workflows

As per the agency rules

OK, I agree, please
please come to office
book me under tatkal
and pay the necessary
but I will pay when I
advance. I cannot take
collect the ticket.
your booking over the
phone.
 Course: Semester 3: Business Communication Processes and Workflows

But I am your (She was already tired arguing

with Ulhas. She thought no harm
relative, can’t you trusting him). OK. I am doing it
trust me? I will pay against the rules of the company,
and I normally don’t break the
the entire bill when I rules. Please be sure to pay when
you collect the ticket. And there is
collect the ticket. no cancellation of Tatkal tickets.
Course: Semester 3: Business Communication Processes and Workflows

Oh sure I will.
 Course: Semester 3: Business Communication Processes and Workflows

• Snehal kept the phone down.

• The ticket was booked. Ulhas did not call to
check if the ticket was booked. Snehal called
to say that the ticket was booked. But Ulhas
wouldn’t pick up the phone.
 Course: Semester 3: Business Communication Processes and Workflows

• So she called on his wife’s phone. She picked

up the phone and said Ulhas had already left
the city by bus as there was no surety of rail
tickets.
 Course: Semester 3: Business Communication Processes and Workflows

• But Snehal said he had asked her to book the

ticket in tatkal without paying an advance and
now the money was lost.
• Ulhas’s wife just put the phone down without
replying.
 Course: Semester 3: Business Communication Processes and Workflows

• It was a lesson for Snehal and she cursed herself.

Why did she not insist on the advance? Ulhas had
played a trick on her patience and she had lost the
game of patience and the money too! A lesson learnt
once again but a hard way! It took her six months to
recover the money from Ulhas.
 Course: Semester 3: Business Communication Processes and Workflows

Open Ended Questions

• What did Ulhas want?
• Why did Snehal doubt Ulhas’s intentions? But
why did she give in at the end?
 Course: Semester 3: Business Communication Processes and Workflows

Open Ended Questions

• What were the company rules? Why did
Snehal break them?
• Are rules just made or are they made to
ensure that neither the company nor you
should be the looser? If Snehal had followed
the rules and insisted for an advance what
would have happened? Why?
 Course: Semester 3: Business Communication Processes and Workflows

Situation 2: A working professional

seeks executive education
Role : Counsellor
Vertical : Sales
 Course: Semester 3: Business Communication Processes and Workflows

Hello, I want details Which program are

of a program you looking for?
 Course: Semester 3: Business Communication Processes and Workflows

I am looking for Did you like any

executive programs program from our
since I already work website or you need
assistance on it?
Course: Semester 3: Business Communication Processes and Workflows

Well, I liked the Which specialization

executive program are you looking for?
offered on your
website.
 Course: Semester 3: Business Communication Processes and Workflows

Something in finance We have just the course for

you. This course is offered by
one of the leading institute
i.e. London School of Business
and Finance.
Course: Semester 3: Business Communication Processes and Workflows

International Finance is the

Okay! title of the course.
Duration of the program is 11
months. These 11 months
would change your life.
 Course: Semester 3: Business Communication Processes and Workflows

What is the mode of No, there would be material

delivery? Would these made available on our website
faculties be travelling and the classes would be on
from London for classes? the online portal of London
School of Business & Finance.
Course: Semester 3: Business Communication Processes and Workflows

What is the The classes would be

consistency of organized every
classes? weekend.
 Course: Semester 3: Business Communication Processes and Workflows

Ok. What about the The career will soar with

opportunities after this? the brand name. It surely
And how do I know that it suits you, with so much
suits me? experience you can expect
to get better opportunities.
 Course: Semester 3: Business Communication Processes and Workflows

But I don't have any In that case we have a course

experience in in operations management.
Finance. I am from Do you want me to enrol you
operations in that?
 Course: Semester 3: Business Communication Processes and Workflows

I want to learn finance Well you can. It may be

to broaden my scope of tough, but you can cope
work. Would it be tough with it.
for me?
 Course: Semester 3: Business Communication Processes and Workflows

Has someone like me Well, many change

taken the course? their fields.
 Course: Semester 3: Business Communication Processes and Workflows

I would like contact

details of anyone Robin, I don’t have
who has changed details ready.
their fields.
Course: Semester 3: Business Communication Processes and Workflows

Well I cant take a I can give you

decision without reference numbers of
that. our present students
 Course: Semester 3: Business Communication Processes and Workflows

Ma’am my concern is Would you like any

different. I will wait. more details I can
help you with.
 Course: Semester 3: Business Communication Processes and Workflows

No none. For now Robin, I will send you

just a reference the details as I am
number of a student. able to arrange for it
Course: Semester 3: Business Communication Processes and Workflows

Thank you You are Welcome!

 Course: Semester 3: Business Communication Processes and Workflows

Open Ended Questions

1. Was the counsellor able to focus on the
customer needs in the above conversation.
Support your answer with an example.
2. Was the counsellor efficient on the service
provided? Support your answer with
example.
3. The customer was very clear on what he
needed. Do you think all customers know
what they want.
 Course: Semester 3: Business Communication Processes and Workflows

Open Ended Questions

4. Share your experience where you received a
service which matched your expectation.
How were they able to match your
expectation?
5. The counsellor didn't have an answer for
Robin’s request. In what other way could the
counsellor handle the situation.
 Course: Semester 3: Business Communication Processes and Workflows

Situation 3: An Applicant Seeks

Information On Admission Procedure

Vertical : Admissions
Role: Admission advisor
Course: Semester 3: Business Communication Processes and Workflows

As Shreya fills the application

form for her MBA entrance, she
calls the admission support
team to understand the
selection criteria.
Course: Semester 3: Business Communication Processes and Workflows

Hi, I need some Good afternoon.

information on the May I know your
entrance procedure name please?
 Course: Semester 3: Business Communication Processes and Workflows

My name is Shreya. I am You must have a minimum of

applying for MBA. Can you 50% marks in your graduation.
tell me what is the eligibility Along with that you must come
criteria? under the cut-off of the
entrance examination that is
conducted by us.
 Course: Semester 3: Business Communication Processes and Workflows

I have my graduation from an Oh! Can I put you

international university. How on hold for a
do I know if I have 50%
moment?
according to your system?
 After
Course: Semester a fewCommunication
3: Business minutes theProcesses
advisorand
returns on call
Workflows

There is a conversion chart Is it online? Where

that we have for all do I find it?
international universities. You
can refer to that and check.
 Course: Semester 3: Business Communication Processes and Workflows

It is with us, I can That would be nice. Can

email it to you. you also tell me if I can get
hostel facility in the first
semester?
Course: Semester 3: Business Communication Processes and Workflows

The hostel facility is Oh ok. I was hoping you offer

available to students in first semester. Anyways,
from third semester can you list the documents
only required with my
application?
 Course: Semester 3: Business Communication Processes and Workflows

The documents are listed I think you don’t know

in your prospectus. Please anything, either you are
refer to the list. asking someone else or else
you are guiding me to the
prospectus
 Course: Semester 3: Business Communication Processes and Workflows

I beg your pardon Shreya, I asked

Well, anyways my
you to refer to the prospectus so
queries are
that you don’t miss on any
resolved for now.
document. Had I listed on phone,
Thank you.
you may have missed it. It was for
your convenience only
 Course: Semester 3: Business Communication Processes and Workflows

Open Ended Questions

1. What does the above conversation reflect on the knowledge and
skill of the advisor?
2. Was the customer right in accusing the advisor of not knowing
anything? Was the advisor’s reaction right after the customer
accuses him?
3. In what way must the negative feedback from a client handled?
 Course: Semester 3: Business Communication Processes and Workflows

Open Ended Questions

4. If a customer talks rudely & gets personal while
sharing his/her feedback with the advisor, what is
the appropriate way to handle the situation?
5. Why is it better to ask someone (as an advisor) than
give incomplete information? How can it impact
customer experience?
 Course: Semester 3: Business Communication Processes and Workflows

Situation 4: An Applicant Seeks

Information On Fee Payment Options
Vertical : Admissions
Role : Admission advisor
 Course: Semester 3: Business Communication Processes and Workflows

Nilesh has been selected in an executive education program. He

receives the admission letter on the last day of making the
payment of fees. Since it is the last date, Nilesh is confused over
the mode of the payment that he should choose for successful
submission of fees on time.
Course: Semester 3: Business Communication Processes and Workflows

Can you confirm Good afternoon,

when the last date which course are
to submit the fees you referring to?
is?
Course: Semester 3: Business Communication Processes and Workflows

Executive
management It is today
course.
 Course: Semester 3: Business Communication Processes and Workflows

But I just got the letter. I am really sorry

How can you expect but the letters were
me to make the sent on time.
payment so early?
Course: Semester 3: Business Communication Processes and Workflows

I am sure they were What can I help

not sent on time; you with now?
since it took them so
long reach me
Course: Semester 3: Business Communication Processes and Workflows

I wish to know the you can make the

way I can make the payment online. I
payment to make it can send you the link
on time?
Course: Semester 3: Business Communication Processes and Workflows

Could I have
That would be your email id
great please?
 Course: Semester 3: Business Communication Processes and Workflows

I have received it. Thank you. I’ll Alright. Would

make the payment. However would take this as
like to share that it is very wrong on
feedback
your part to send me the letter so late.
It could have cost me my seat.
 Course: Semester 3: Business Communication Processes and Workflows

I had called a few minutes After two hours Nilesh calls again
back. Since it is the last date
I was given the link to pay
my fees. I have made the
payment twice by mistake.
Oh! How is that
possible?
 Course: Semester 3: Business Communication Processes and Workflows

It happened by
mistake. Can you Well, I can raise a request
please return my with the concerned
one payment? department. I cannot do
anything right now
 Course: Semester 3: Business Communication Processes and Workflows

God! It is so This is the process. Your

difficult to deal with payment would be first
you guys checked by our department
& then it would be
processed for refund.
Course: Semester 3: Business Communication Processes and Workflows

Alright, I think I am
stuck with your Sure
now. I’ll call you
back tomorrow
 Course: Semester 3: Business Communication Processes and Workflows

Open Ended Questions

1. What made the experience of the customer unpleasant? In
reference with the scenario, who could influence the customer
experience?
2. In what way could the advisor handle the customer’s anger on
untimely receipt of letter? What would you have done?
3. Knowing the customer had returned unsatisfied in the last
conversation, what care should the advisor take while
communicating with the customer?
4. Customer was not happy with the solution that the advisor
gave. What made him unhappy? What could be satisfy him?
 Course: Semester 3: Business Communication Processes and Workflows

Objective Question
Q1.Which one is not a part of clear communication
a) Simple language
b) timely
c) relevant
d) difficult language

Q2. When communicating with an unsatisfied customer,

one should
a) talk normally
b) show sympathy
c) bring the last conversation in reference
d) don’t talk, only listen
 Course: Semester 3: Business Communication Processes and Workflows

Objective Question
Q3.It is important to make the customer happy with
every conversation in service
a) true
b) false
Q4. When speaking with the same customer the
second time, one can
a) talk like a friend
b) talk formally
c) talk normally but professionally
d) get over friendly
 Course: Semester 3: Business Communication Processes and Workflows

Answer
Q1. D
Q2. A
Q3. B
Q4. C
 Course: Semester 3: Business Communication Processes and Workflows

Situation 5 Passport Procedure

 Course: Semester 3: Business Communication Processes and Workflows

• Anand, (who has called

the agent) is based out
of a Pune. He is working
as a software developer
with a small software
company.
Course: Semester 3: Business Communication Processes and Workflows

• He wants to get a new

passport issued as he
thinks he might get an
opportunity to travel
abroad for work through
his company.
 Course: Semester 3: Business Communication Processes and Workflows

• He does not want to

miss that opportunity
only because he does
not have his passport.
He has gathered all
the basic documents
necessary for the
application of the
new passport.
Course: Semester 3: Business Communication Processes and Workflows

• He is of the opinion that

he does not have to
present at the Passport
Seva Kendra in order to
get a passport. On the
call, he is very
impatient. Wants to
know the current step-
by-step procedure on
how to obtain a new
passport.
 Course: Semester 3: Business Communication Processes and Workflows

• Customer Service Agent

(CSA) (should be
enthusiastic and convey
a willingness to assist
through the voice
enthusiasm)– Good
morning ! How may I
help you today?
Course: Semester 3: Business Communication Processes and Workflows

• Anand: Good morning! This

is Anand here and would like
to know the latest procedure
of obtaining a new passport.
I have already gathered all
my original documents. So
want to know what my next
step should be and how
much time does it take to
get the passport in hand
 Course: Semester 3: Business Communication Processes and Workflows

CSA – (sound confident) Okay

Sir, I would be happy to give
you the detailed information
on the current procedure to
follow to obtain a new
passport. Once you have
gathered all the documents,
like you said you have those in
hand now, you have to –
 Course: Semester 3: Business Communication Processes and Workflows

• Step 1 – Go online and register your details to

create an account.
• Step 2 – Fill up the application form giving all
your details and then submit the same online.
You can also download the e-form, fill up and
upload the same later at the online portal.
 Course: Semester 3: Business Communication Processes and Workflows

• CSA – After that,

Step 3 – Make online payment through any of
these modes: Credit/Debit Card (MasterCard and
Visa), Internet Banking (State Bank of India (SBI)
and Associate Banks only) and SBI Bank Challan.
This online payment will remain valid for one year
from the first appointment date.
 Course: Semester 3: Business Communication Processes and Workflows

• Step 4 - Book an appointment with the

Passport Seva Kendra. Once the appointment
is confirmed, if you are unable to visit
Passport Seva Kendra (PSK) due to some
reason, you are advised to reschedule/cancel
their appointments.
 Course: Semester 3: Business Communication Processes and Workflows

• Appointment
rescheduling/cancellati
on for an application
are allowed up to two
times only within a year
of the first appointment
date.
Course: Semester 3: Business Communication Processes and Workflows

• Step 5 – Visit the Passport

Seva Kendra alongwith
supporting documents
and photocopies where
the concerned person will
check the documents,
take your photograph and
biometrics.
 Course: Semester 3: Business Communication Processes and Workflows

• Anand – In how many days

will I receive the passport
after I submit all the
documents and give my
biometrics?
• CSA – You will receive your
passport in 45 days.
• Anand – Can you as agent,
submit my application?
 Course: Semester 3: Business Communication Processes and Workflows

• CSA – (Be confident) Yes Sir, we would be

happy to submit the application and take an
appointment for you with the Passport Seva
Kendra.
• Anand – Is it compulsory for me to be present
at the Passport Seva Kendra at the
appointment time? Can you not submit the
papers on my behalf?
 Course: Semester 3: Business Communication Processes and Workflows

• CSA – (Be polite & comforting even though

the customer is asking the same question
again) No Sir, I cannot do so as the rules have
changed now and it is required for all
applicants to be present personally at the
Passport Seva Kendra to submit the
documents enabling the concerned authority
to take applicants' photographs and
biometrics.
 Course: Semester 3: Business Communication Processes and Workflows

• Don’t worry as it is a very

simple procedure and if
the documents are as
per the requirement, you
should not have any
problems in getting a
passport.
Course: Semester 3: Business Communication Processes and Workflows

• Anand – Thank you for

all the information. I
will contact you in case
I want you to submit
the application online
for me.
 Course: Semester 3: Business Communication Processes and Workflows

• CSA – Thank you for calling us Sir. We also

provide visa services, air ticketing, hotel
booking services, car rental services through
our agency. In case you need any of these
services, do give us a call and we will be happy
to assist you. Thank you for your call and have
a nice day !
Course: Semester 3: Business Communication Processes and Workflows
 Course: Semester 3: Business Communication Processes and Workflows

Open Ended Questions

1. According to you why was the caller impatient?
2. The call center agent offered information about
various other services to the caller. According to
you what are the appropriate services Mr.
Anand may avail and why?
3. Generally the procedure of obtaining a fresh
passport is available on the website. Since Mr.
Anand is a software developer, he must have
visited internet. Then according to you, why
must he have called up the travel agency to do
the inquiry?
 Course: Semester 3: Business Communication Processes and Workflows

Situation 6: Look What Happens If You

Promise What Is Not Guaranteed
 Course: Semester 3: Business Communication Processes and Workflows

• Jyotsna was a very meticulous person. She

loved to plan everything well in advance and
wanted things to happen as per the plan and
schedule.
 Course: Semester 3: Business Communication Processes and Workflows

• Santosh who was working at the railway

counter these days knew the habits of Jyotsna
who was a very old client of the agency. He
knew she was a stickler for details and her
insistence on perfection often irritated him.
 Course: Semester 3: Business Communication Processes and Workflows

• Jyotsna had called the agency for some

railway tickets. Now a days the tickets could
be booked 90 days in advance and Jyotsna had
called exactly 95 days in advance. She knew
that the dates on which she wanted to travel
were still to open.
 Course: Semester 3: Business Communication Processes and Workflows

• Jyotsna: I am sure you will get me the tickets.

• Santosh: Yes mam we will. Don’t worry mam

we will get it done!
 Course: Semester 3: Business Communication Processes and Workflows

• Santosh did not even ask for alternatives of

train or class of travel. He was happy that
Jyotsna did not have more questions to ask.
 Course: Semester 3: Business Communication Processes and Workflows

• As luck would have it, the train tickets for the

particular class in the particular train were full
in minutes and so the booking clerk went
ahead and booked the tickets for the lower
class, without the consent of Jyotsna.
 Course: Semester 3: Business Communication Processes and Workflows

• Jyotsna called the agency to ask what had

happened about her tickets.

• Santosh: Mam we have got the tickets but in

another class.
 Course: Semester 3: Business Communication Processes and Workflows

• Jyotsna: What do you mean in another class? I

had not asked for that class, you mean to say I
should travel by the lower class? Nothing
doing you must get me my tickets in the class I
want.
 Course: Semester 3: Business Communication Processes and Workflows

• Santosh: Mam that is not possible. We have

got you what was possible.
• Jyotsna: But you said you would get me my
class and train. You promised me. The dates
were still to open, so what was the problem?
You must get the tickets for me.
 Course: Semester 3: Business Communication Processes and Workflows

• Santosh: You are absolutely right madam, but

we cannot guarantee your tickets as the dates
open across the country at the same time and
therefore, we cannot guarantee the
procurement of your tickets.
 Course: Semester 3: Business Communication Processes and Workflows

• Jyotsna: This is not acceptable, when I come

to you in time, why should I take a no?
 Course: Semester 3: Business Communication Processes and Workflows

• Santosh: Mam, this is a limitation of the

system and we just cannot guarantee it. As I
said we did try our best, but we were a bit un
lucky.
 Course: Semester 3: Business Communication Processes and Workflows

• Jyotsna: I think this is too much. I just cannot

understand and accept this. I would have gone
to another agency.
 Course: Semester 3: Business Communication Processes and Workflows

• Santosh: Mam, the situation is true for all

agencies. Any such guarantee is a false
promise. These are limitations that have come
because of computerization.
 Course: Semester 3: Business Communication Processes and Workflows

• Jyotsna: This is nonsense, I want to speak to

your supervisor. Why have you opened an
agency if you can’t even get me tickets in the
train I want and the class I want?
 Course: Semester 3: Business Communication Processes and Workflows

• Santosh reluctantly takes her to the

supervisor.
• The supervisor goes through the ordeal of
explaining the situation to her once again. But
in vain.
• Jyotsna is an unhappy dis satisfied customer.
 Course: Semester 3: Business Communication Processes and Workflows

Open Ended Questions

1. How many days in advance can one book railway
tickets?
2. Had Jyotsna come on time?
3. Why did Santosh not take the efforts to explain
the realities of the situation to Jyotsna then?
4. Was Jyotsna right in getting upset? Could this
have been avoided?
5. If you were in Santosh’s place what would you
have done? Why?
 Course: Semester 3: Business Communication Processes and Workflows

Unit 3 Following Processes to Lead

Course: Semester 3: Business Communication Processes and Workflows
 Course: Semester 3: Business Communication Processes and Workflows

• Ashok was promoted as a supervisor at the

new branch that the office had opened. He
wanted to make a success of this opportunity.
 Course: Semester 3: Business Communication Processes and Workflows

• He believed that his sincerity had earned him

this promotion. He kept thanking his
supervisor who had guided him in so many
situations. He had taught Ashok how sincerity
mattered, how following processes mattered.
 Course: Semester 3: Business Communication Processes and Workflows

• He had explained to Ashok that if ever you

have to lead a team, you have to be sure and
confident that the team members would
follow instructions to the last T . Or else the
team would crumble.
 Course: Semester 3: Business Communication Processes and Workflows

• Ashok remembered the case when

Mr.Shrivastav had lost his passport in USA and
all that had followed. It came back to him like
a movie.
 Course: Semester 3: Business Communication Processes and Workflows

• He remembered how he hated filing, and

would stack the documents to be filed for days
together, hoping that somebody would come
to help him with it.
 Course: Semester 3: Business Communication Processes and Workflows

• He remembered how he would be

reprimanded for this time and again and how
he would hate his supervisor for making him
do all this mundane work. He actually enjoyed
talking to clients, finding solutions for their
travel, but he always hated this after sales job
of filing documents.
 Course: Semester 3: Business Communication Processes and Workflows

• He would never forget that day! He had not

come to office, and his colleague had received
a call from USA from Mr.Shrivastav, saying that
Mr.Shrivastav had lost his passport there.
 Course: Semester 3: Business Communication Processes and Workflows

• He had lost all the baggage that carried the

copies of all his documents and was feeling
lost and insecure.
 Course: Semester 3: Business Communication Processes and Workflows

• Mr.Shrivastav had called to ask the agency to

fax him the copies of his passport so that he
could go the consulate and get their
assistance in getting a duplicate passport.
 Course: Semester 3: Business Communication Processes and Workflows

• As this was a serious case Ashok's supervisor

attended to it. The supervisor had asked
Ashok’s colleague to get Mr. Shrivastav’s form
and file out so that they could fax the details
off to Mr.Shrivastav, who was waiting next to
the fax in USA.
 Course: Semester 3: Business Communication Processes and Workflows

• Ashok’s colleague tried to find the form in the

file where it should have been, but it was just
not traceable. He looked in the file, again and
again but could not find it. The supervisor
called him in the cabin with the file and was
shocked to find the documents missing.
 Course: Semester 3: Business Communication Processes and Workflows

• Ashok’s colleague then called Ashok to find

out where the documents were, and Ashok
realizing what was happening informed him
that the documents would be in his drawer.
 Course: Semester 3: Business Communication Processes and Workflows

• But the key of the drawer was with Ashok.

Ashok realized the seriousness of the situation
and decided to rush to office though he had
taken an off.
 Course: Semester 3: Business Communication Processes and Workflows

• He reached office in an hour, but till then the

supervisor had opened Ashok’s drawer with
the duplicate keys in office. Out came so many
documents that were just stalked there, all
because of Ashok’s laziness.
 Course: Semester 3: Business Communication Processes and Workflows

• Ashok did not know where to look. He felt

ashamed of his laziness. He immediately
helped search for Mr. Shrivastav’s documents
and
 Course: Semester 3: Business Communication Processes and Workflows

• Faxed them to USA. Though Mr.Shrivastav

thanked him for faxing the documents he also
gave him a verbal spanking for the delay.
 Course: Semester 3: Business Communication Processes and Workflows

• The supervisor and Ashok’s colleague had lost

three valuable hours just frantically searching
for the documents. Besides the company lost
its credibility with the client, as there was a
delay in delivery.
 Course: Semester 3: Business Communication Processes and Workflows

• Ashok had learnt his lesson.

• But what he remembered even more was how
his supervisor had treated him. Ashok was
terrified at what had happened and felt sure
that he would be asked to tender an apology
and most probably he thought he would loose
his job for the blunder.
 Course: Semester 3: Business Communication Processes and Workflows

• But nothing like this happened. His supervisor

had called him to his cabin and asked him why
he had not followed processes. Ashok was in
tears, but he truthfully said that he hated that
job and therefore just kept postponing filing.
 Course: Semester 3: Business Communication Processes and Workflows

• The supervisor did not reprimand him, but put

his hand around Ashok’s shoulders and said,
have you realized what it has cost us? Ashok
nodded his head with tears in his eyes.
 Course: Semester 3: Business Communication Processes and Workflows

• The supervisor then said that had you not

come to office on hearing about the
mishap, I would have fired you. Had you lied
to me about why you had not filed
documents, I would have fired you. Had you
back answered to Mr.Shrivastav, I would
have fired you.
 Course: Semester 3: Business Communication Processes and Workflows

• But you rushed to office, took responsibility

and your face shows that you regret the
mistake. Learn from this mistake and never
repeat it.
 Course: Semester 3: Business Communication Processes and Workflows

• I will forget what has happened if I see an

improvement in the way you work henceforth.
I will monitor you carefully and if you make
one more blunder you will be sacked
immediately.
• Make the most of this opportunity and change
yourself for the better.
 Course: Semester 3: Business Communication Processes and Workflows

• Ashok had learnt his lesson and here was a

supervisor who was ready to take him under
his wings and shape him into a responsible
person.
 Course: Semester 3: Business Communication Processes and Workflows

• Ashok worked very hard thereafter. He

became the most trusted team member of the
supervisor. He also got his reward as he was
promoted as a supervisor himself and was
now given an opportunity to shape the lives of
others.
 Course: Semester 3: Business Communication Processes and Workflows

1. Who was promoted?

2. Does reprimanding always work? What is the
method used by the supervisor here? Is team
building an easy process? Why?
3. Why was Ashok in tears?
4. What are the qualities in the supervisor that
helped Ashok grow into a responsible
supervisor?
 Course: Semester 3: Business Communication Processes and Workflows

Situation 2: Student seeks a way to

continue his course
Role: Student facilitation executive
Vertical : Service & Support
 Course: Semester 3: Business Communication Processes and Workflows

Raj who is enrolled in master’s degree program conducted

online class the student facilitation center with his concern
 Course: Semester 3: Business Communication Processes and Workflows

Hi, I need to know

may I know your
the estimated time of
student id number
finishing my course
please?
 Course: Semester 3: Business Communication Processes and Workflows

I don’t remember but I am In that case, the course

a third semester student that you have enrolled for
doing my MCA with you has 6 semesters, thus it
should take you year and a
half to complete your
course
 Course: Semester 3: Business Communication Processes and Workflows

Ok. I have a concern to share. My

company is sending me abroad for
a project. What should I do with
the course now?
 Course: Semester 3: Business Communication Processes and Workflows

I would miss on all my live

classes & certainly won’t be Would you have
able to appear for my exam access to internet
there?
Course: Semester 3: Business Communication Processes and Workflows

Then we can provide you

Yes certainly. access to the session
recordings. You may view
them as per your convince.
 Course: Semester 3: Business Communication Processes and Workflows

That is a fantastic We conduct them online only

option. What about the for international candidates. If
examinations? Do you you are willing to pay the fees
conduct them online? you can take the examinations
online
 Course: Semester 3: Business Communication Processes and Workflows

Sure, what is Examination fees is

the fee like? $100 & each exam
cost is about $10.
Course: Semester 3: Business Communication Processes and Workflows

That is expensive. It I have made the conditions

is not very very clear. If you wish to take
affordable here the examination online, this
is the tentative fees structure.
 Course: Semester 3: Business Communication Processes and Workflows

The cost is too high I feel. I am not sure you

How about I come back can do that
to India and give all my
examination at once?
 Course: Semester 3: Business Communication Processes and Workflows

Can you find out and You can speak to my

let me know. manager on this. Please
call on the following
number for this query,
12345678.
 Course: Semester 3: Business Communication Processes and Workflows

I will do that, can you Manager is not around,

transfer the call to the that is why I shared the
manager number
 Course: Semester 3: Business Communication Processes and Workflows

Is there anything else

Alright. I so wish your
I can help you with?
cost was affordable
Course: Semester 3: Business Communication Processes and Workflows

You are
No thank you. Welcome!
 Course: Semester 3: Business Communication Processes and Workflows

Open Ended Questions

1. If you were the customer in the above scenario, how
satisfied would you be with the service of the executive.
What is the customer seeking in the above scenario?
2. If you were the manager of the executive, where would you
advice him/her to improve? Write in context with the
scenario above.
3. What role does the organization have in customer
satisfaction? Is it the sole responsibility of the executive
facing customer?
4. In what ways can you handle a customer who is unhappy
with the policy of a product/service?
 Course: Semester 3: Business Communication Processes and Workflows

Situation 3: How Does One Instill Pride

About The Organisation You Work For
 Course: Semester 3: Business Communication Processes and Workflows

• Aniruddha was working as a supervisor in a

car rental organisation. His responsibility was
to ensure that the cars were in top condition
and ready to serve the customers on time.
 Course: Semester 3: Business Communication Processes and Workflows

• The organisation had an automated

reservation system and every day he would
get a list of vehicles, the allotted drivers and
their type of duty. It was a normal day that
day. He had scanned the list and had given the
normal instructions. He felt the day would be
another normal day.
 Course: Semester 3: Business Communication Processes and Workflows

• His mobile rang early morning. He was still in

his running shorts and was at home. A
customer was calling to say that his car had
not arrived and when he called the taxi driver
he had said he did not have fuel in the car and
therefore could not leave.
 Course: Semester 3: Business Communication Processes and Workflows

Aniruddha was shocked. He

mumbled a regret and said he
would get back within a short I don’t have fuel in
while. He called the taxi driver my car, what do I do?
himself, and got the same
answer. He asked him what the
problem was.
Course: Semester 3: Business Communication Processes and Workflows

I told my unit head, I

Why did you not tell
didn’t know I had to
me earlier?
tell you.
 Course: Semester 3: Business Communication Processes and Workflows

OK where are you just

At the parking
now?
 Course: Semester 3: Business Communication Processes and Workflows

Come to our usual

petrol pump and I will
come there to fill up
your tank and then Ok
you leave for your
duty immediately.
 Course: Semester 3: Business Communication Processes and Workflows

• Aniruddha then rushed to the petrol pump

filled the tank for that car and sent him for his
duty. He was worried about the situation for
other cars.
 Course: Semester 3: Business Communication Processes and Workflows

• He had been trying to call the unit head. But

he just could not get through. He then went
straight to the parking lot. He then realised
that the unit head was not traceable and all
the drivers were doing things at their own will.
 Course: Semester 3: Business Communication Processes and Workflows

• One of them said that the unit head had lost

his mobile and he was at the police station
registering his complaint. The petrol card was
also with him and so; the cars to fill fuel could
not use it.
 Course: Semester 3: Business Communication Processes and Workflows

• Some cars had their tanks reasonably full and

they were already off for their duties.
Aniruddha looked into the status of other cars
and set things in order and waited for the unit
head to come. The unit head was looking
hassled, as he had lost his mobile. All his
contact numbers were in the mobile and he
was feeling quite helpless.
 Course: Semester 3: Business Communication Processes and Workflows

Aniruddha cooled him

down and asked him why
he had not sent the petrol I did not want it to be
card to the office. misused.
 Course: Semester 3: Business Communication Processes and Workflows

But do you know what

confusion it has caused?
Driver told the customer Was it Driver? It does
that he had no fuel and it on purpose.
therefore could not do
his duty.
 Course: Semester 3: Business Communication Processes and Workflows

But I filled his tank

But he always does
myself and let him go
that.
on duty.
 Course: Semester 3: Business Communication Processes and Workflows

• Aniruddha realised that it was a game of

shifting responsibility and not bothering about
what harm was being done to the
organisation. He decided to let it go right then
and called Unit Head and Driver to meet him
on Saturday.
 Course: Semester 3: Business Communication Processes and Workflows

• He realised that the drivers did not have any

information on how to scale up issues. That is
if the unit head was not present they did not
know who was to be contacted. They just kept
waiting. Secondly they lacked team spirit and
had no inkling of how things should be
presented to guests. One has to be tactful.
 Course: Semester 3: Business Communication Processes and Workflows

• They had to be given training of the principle

of “a stitch in time”. The driver should have
checked on how to procure fuel before duty
time, but what he did was that he just kept
waiting. And more importantly, his statement
of not having fuel had hurt the image of the
company and he would not have said this if he
had pride in the organisation.
 Course: Semester 3: Business Communication Processes and Workflows

• He realised this was the most important fact.

If the driver had enough pride about the
organisation, he would have made all efforts
to ensure that a wrong message does not go
to the customers. Aniruddha realised he had
a lot of team building to do. He planned a
session on the weekend to start the process.
 Course: Semester 3: Business Communication Processes and Workflows

Open Ended Questions

1. Who was wrong? The driver, the unit head
or the customer?
2. Is pride in the organisation you work for
necessary?
3. Does it come by merely being employed?
4. Do you feel proud of your school? Give 3
reasons to justify your stand.
5. What are the actions that the unit head
should have taken before going to the police
station?
Course: Semester 3: Business Communication Processes and Workflows

Reference Links
 Course: Semester 3: Business Communication Processes and Workflows

Refer the following links for more details about

Processes and Workflows
1. BPM Tutorial- http://www.pnmsoft.com/resources/bpm-
tutorial/
2. Workflow and Process- https://msdn.microsoft.com/en-
us/library/bb833024.aspx
3. Working with Processes and Workflows-
4. https://www.netiq.com/documentation/aegis/aegis-
process-authoring-guide/data/understandingworkflows.html