CRM_3 Example

CRM_3 Example CRM_3 â€" Essay Example > Executive SummaryCustomer relationship management is very important in the success of the organization. This report looks at strategies to that can be used in negotiation of situations that arise in the organization. The process of active listening is an important stage of trying to solve the problems or issues raised by the customer. Listening is a very important stage of communication. The process has been discussed in this report. The various negotiation strategies have been explored. The section that follows looks at the strategies that can be used in dealing with complaints raised by the customer. The conclusions echoes the main theme of the report whereas the recommendations part discusses the various options that are available to Sydney, Hobart Perth and Partners is trying to address the customer service problems that are bombarding their front-line office. A list of references at the end of the report shows the materials that have been referred to while writing this report . IntroductionCommunication breakdown in the cause of engaging in a transaction has adverse effects on the performance of the organization. Active listening opens an avenue through which complaints raised by clients can be addressed adequately. It is important to understand the problem before trying to solve it. Resolving to blame game does not help to resolve the prevailing problem. Employees should be ready to explain themselves clearly and seek to address each issue raised by the client. It is important to develop the skills of employees through training to ensure that they handle problems raised by the customers (Woodcock Francis, 2008). Customer awareness and communication is very important in development effective strategies to deal with issues raised by the customers. Strategies to negotiation are used to solve strive that emerge between different encounters. Active listening is an important component of communication in the organization. Sydney, Hobart Perth and Partners have to improve communication and conflict resolution techniques. The process of active listeningListening is a very complex process which is integral portion of total communication although a part that is often ignored. Active Listening is one of the best communication skills that can be used in an organization to realize productivity and profitability through quick reaction to situations. Moreover, bad situations can be anticipated through communication and avoided in advance. Listening is the process of receiving, drawing meaning, and responding to either nonverbal or verbal messages (Schermerhorn, 2009). Listening is active and involves drawing meaning of the communicated message, Hearing is passive and someone can hear something he has not purposed to listen to. The process of active listening has certain distinct stages which include: HearingHearing is the first step of listening. This is the response which is caused by sound waves stimulating the ear’s sensory receptors; i t is normally physical response; it is the perception made my sound waves. People have to hear before listening. One has to hear before listening. AttentionThe brain screens stimuli and only allows selected information to come into focus. The selected focus is called attention. Attention is a very important requirement for active listening. Less striking stimuli need extra effort to or postural adjustment on sensory receptor organs such as tympanic muscle in the ear tensing to get clear response to weak sounds.