Unit 3b external comm
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Cadbury World uses various external and internal communication methods with customers and staff. For external communication, they use their logo, slogans, letters, telephone calls, emails, face-to-face interaction, and a tannoy system. Letters allow for a personal touch but can get lost or damaged, while email is fast but impersonal. Internally, they communicate via email, tannoy, radio, meetings, and notice boards to coordinate staff and address any issues. The tannoy and radio systems are quick but have limitations around personal messages or power outages. Face-to-face interaction is most personal but an employee's mood could impact customers.
Unit 3b external comm
- 1. External Communication (communication between staff and customers) Method of How is it used? Assessment communication What is good about What is bad about it? it? Logo & business Cadbury World communicate The Cadbury logo is When there was approach through their logos and a good source of free rumours of poison in slogans, which are on their advertising, e.g. if Cadbury chocolate, products, advertisements and you give a gift to people stopped buying services. The colour purple someone from the chocolate and associates with Cadbury World Cadbury World and stopped visiting so if you see a chocolate with they like it they may Cadbury World. purple packaging then your want more of that If Cadbury World first assumption would be products so either changed their logo, Cadbury chocolate. The two they may visit then no one would slogans that Cadbury World Cadbury World or know Cadbury use are “were chocolate comes visit the corner shop World as before to life” and “fourteen amazing and get Cadbury which would mean zones, one fantastic day out” chocolate or whatever they’d have to start a these two slogans are very eye the product was. ‘new’ business again, catching and want to make the get new customers customers want to come to make a reputation Cadbury World. and status, and get famous again. And known worldwide. letter Usually letters are the common The good thing about The disadvantages of method of complaints to a letter is that its the letter is that the Cadbury World; on the other more personal than workers of the royal hand it could also be used for an email, it’s a email could go on a enquiries and comments. You written record which strike if not that can choose to send the letter is kept y Cadbury then they can end up either by 1st or 2nd class mail, World. Another stuck, damaged or depending on whether your advantage is that torn. It’s not exactly enquiry is an emergency or if you can vary the as fast as email or it’s not that important. speed of the letter phone or talking to Cadbury World also sends out whether it’s an the person face to letters after the customer books emergency or it’s not face, lastly you tickets to visit Cadbury World, as important and wouldn’t know f they send an information pack only 1 company some has sent you a related to the visit and handle the letters letter back or if they Cadbury World, Cadbury which is royal mail. have even read the World have a policy which they letter. follow that they usually reply or send the info pack to their customers within 5 working days.
- 2. telephone Telephone is used by the The phone is a quick This communication customers and Cadbury World and easy way to technique is not as employees. Cadbury World communicate with personal, because you have several different enquiry the employee, and it’s can only hear the lines for each customer’s needs, convenient as you person; you can’t see e.g. if the customer needed don’t have to travel to them or their body information on school visits, ask that person the language and the receptionist would press a questions or appearance. Another button on their switch board enquiries, if you disadvantage is that which would direct the send it by another you can get held up customer to the school visits method such as email and there can be department. Cadbury World then you’re not sure phone line que’s, so employees would use the phone when the person will you have to listen to to ring previous customers to read it or if they have some background ask questions or to new received the email, music, customers customers to maybe adjust may get annoyed of tickets, details etc. this and can hang up which may lead to Cadbury World losing out on customers. For Cadbury World using the phone will result in large bills. e-mail Cadbury World has a link on The benefits are that The e-mail technique their website which directs the it's simple, free and is not at all personal customer to an email page easy to use, you as you can’t even tell which can be used for general don’t get held up like if the person has enquiries, comments etc. This the phone or get answered your technique is mainly used by stuck in the post, the question or was even the customers, the customers recipient can then interested in your would usually use this for reply to you by requests. like the enquiries before visiting, edit including letter you wouldn’t their details or for general attachments of know if the recipient questions, enquiries and documents or has even read your comments. There also is a pictures etc. email, feedback sheet for the Customers without customers to comment or internet access can’t complain on that if they prefer take advantage of that method rather than email. this technique. Or if they don’t have an email account.
- 3. Face to face You can communicate to the Unlike the phone, If the employee is not employee without the hassle of letters and emails in a good mood or the phones, email, letters etc, you don’t have to get their appearance isn’t with this you can hear, see the held up, or wait for a appropriate then that person, all the employees are reply but the face to can give a negative trained about body language, face technique allows impact towards all face to face talking, etc, the you to get straight to the customers. But employees should make the the point and they other than that there customers feel welcome and give you a reply back really isn’t invited. You can look at the immediately. It's the anything wrong appearance of the assistant. best way off with this technique. communication and it's the most personal method of communication, you can also tell if the assistant is happy to help or interested by their body language. tannoy Cadbury World have speakers A good thing about A bad thing about located almost everywhere, the the tannoy is that if the tannoy is you tannoy is hardly used and as you don’t know can’t communicate to it's only used in emergencies, where the customer is just one employee or the duty manager gives the (used in the previous customer, and if you receptionist the message to pass scenario) then you accidently say on to staff or customers, e.g. if can announce it something wrong or a customer’s car is blocking a through the tannoy, used foul language delivery lorry then the and the customer can then the employee receptionist would announce it make their way to the can get into trouble. through the tannoy with the reception. details. Internal Communication (communication between staff within the organisation) Method of How is it used? Assessment communication What is good about it? What is bad about it? tannoy The tannoy is a microphone It's quick and easy. You can’t use it for and speaker system, it is The staff have codes personal messages, rarely used at Cadbury world, which is used if it's like from staff to if it is used then is used for an emergency people staff; if a member of emergencies and alerts etc, don’t get worried e.g. staff says something if there is a fire they over the tannoy that may use code 999 or is inappropriate then if there’s a criminal customers may they may use code 61 complain.
- 4. Internal email Every employee has their own The benefits of the The email system can work email and their own email is that it's quick, be misused as staff computer or internet access. easy, and efficient, may use it for jokes The email system is used from you can access it any and other personal employee to employee for time as the emails messages, or messages like staff meetings, doesn’t get deleted someone can read the promotions, documents etc. automatically. You can message in a different send your message to way so people may more than one person get offended. unlike on the phone. Internal radio Wireless, hand held radio’s and It's quick, easy and it's These radio’s rely on Cadbury world have their own free once you brought electricity, so frequency, each and every them, they’re efficient whenever there’s a member of staff has one it is because to power failure the used in case you don’t have communicate all you radio’s are useless another way of have to do is press a just when you need to communication. button and speak to use the radio’s so no one person or one panics everyone at the same time. meetings Notice boards Annual reports