Fundamentals of Effective Communication in the Workplace
Tawanda Glover
Dr. Izzeldin Bakhit
Introduction to Business
November 9, 2014
A time that I experienced effective communication in a business environment was when I
worked at a call center and management wanted every customer service representative to
receive at least five “perfect score” calls. A “perfect score” call is receiving the top ratings
in every are that is asked about on the survey that they give the customer after the
customer service representative have assisted the customer with their account or any
questions they may have. Management explained to everyone why they wanted to reach
the goals that they set for the month and explained how it would affect everyone that
worked at the call center. Management wanted to get everyone to reach that goal of at least
five “perfect score” calls because they wanted the ratings for that site to go up so they
could have the chance to get new companies to do a contract with them, which would offer
more jobs in the area around that site. By management giving all of their expectations for
achieving the goal that they set and what was need to satisfy the goal by the end of the
month they did training classes to make sure every customer service representative was
adequate enough to complete the task of doing what was needed to receive the “perfect
score” calls. By the end of that month every customer service representative achieved the
