. Then they will pass on their findings to the salesperson in the field, who will
personally visit the customer to report the infOlmation.
Occasionally, such problems cannot be so easily solved. When a garment is defective,
for example, customer services will make a fair and speedy adjustment. Or if the defect
occurs frequently enough, a full-scale investigation may result. Possibly one or more of
the company’s technical specialists will be assigned to the problem, and they will spend
days or weeks or even longer periods searching for the answer to the problem. When
they find the answer, they will communicate this information through some fOlm of written
report.
As Ram opens the third envelope, he recognizes the
familiar off-colour brown of employee relations stationery. Inside he finds a printed
memorandum with an instruction sheet attached. This memorandum, signed by the
personnel manager, explains the new promotion plan Ram and his friends discussed on
the way to work. The instructions tell Ram to post the memorandum on the department
bulletin
. board. As Ram posts the memorandum, he reads the Company’s explanation. There is
much in it that he had not considered before, and some of the “facts” his friends used in
their arguments are strongly refuted. Ram is now somewhat confused, but he begins to
feel that the company may have a point or two.
On the way back to his desk, Ram passes the office of Sheela. Last week, Sheela was
promoted to chief order clerk- a job Ram had wanted. Ram observes Sheela sitting at
her large desk. He sees Sheela’s name printed on the door, and he observes the
carpeting on the floor. These objects clearly communicate to Ram a message of
Sheela’s success. Sheela is busily working and does not see Ram go by. “That stupid,
puzzled look on her face shows she doesn’t know what she’s doing,” Ram thinks “She
sits at her desk so high and mighty”. Sheela certainly communicates a lot to Ram, and
without saying a word.
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