Listening to Understand

Assignment
For this assignment, you will listen to a voicemail, take notes,
and record and submit a response. To successfully complete the
assignment, complete the following steps:

1. Consider this scenario: You are a customer service specialist at
ABC Inc. On Monday morning, you check your phone and discover you have a
voicemail from your manager, Wanda, about a customer service issue. She
is worried because one of the company’s most important clients has not
received their shipment. While she acknowledges the shipment issue is
not your fault, she needs you to work quickly to resolve the issue. To
help you address the problem, she has outlined some tasks that must be
completed in order to fast-track the solution.

2. Listen to Active Listening: Voicemail. You may want to read the transcript for additional clarity.

3. Assess the voicemail, using the Six Ws you learned about in Week 1, by completing and filling out the Six Ws Worksheet for Assignment 1 [DOCX].

4. Now that you have heard the voicemail and applied active
listening skills to the message, apply oral communication skills to
effectively respond to the voicemail. Use Kaltura to record your
voicemail response. For information about how to record with Kaltura,
review the tutorials on the Using Kaltura resource page. Make sure your response:

Describes the main points from your manager’s message.

Uses neutral language and tone appropriate for a response to your manager.

Assesses the importance of the issue based on the manager’s tone.

Is limited to one minute or less.

5. Evaluate your voicemail and how you think Wanda would react by
reviewing it and seeing if you think it addresses what you noted on your
worksheet. If needed, re-record your voicemail.

6. Submit your voicemail along with your completed Six Ws worksheet.

To submit your voicemail, you will embed your Kaltura recording
in the message box in the assignment dropbox. For instructions on how to
do this, see this tutorial.

Recording Requirements

Length: 1 minute or less.

Format: Use Kaltura for your recording.

This is the Transcript to the voicemail
Wanda:
Hi, this is Wanda. We have a huge
concern. We need to fix this immediately. Our client didn’t receive our
shipment. At this point the shipment is over a week late, and our client
is very upset. I don’t know who made this huge mistake, but as soon as I
find out there will be consequences. This client is our primary
customer. We won’t tolerate these types of careless mistakes. As soon as
you receive this, call me back so they know that we are all on the same
page. Okay, we need to fix this. What can we do? What can we do? Let’s
first make sure we can immediately refund their cost. Call their manager
right away and explain this to them. Her name is Sara Robbins. Then,
let’s see. We can do this. Let’s fix this. Let’s refund their shipping
charge right away and then make sure they get their shipment by
Thursday. Okay, okay. If there’s anything else I need to know, call me
immediately. Call me either way so we can make sure this is taken care
of. Bye.

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