McCutchen 1 Caroline McCutchen Annotated Bibliography Professor Alicia Bolton 4 November 2013 In my article ATM, a man goes to the

ATM on Thanksgiving night unaware of the closing time because it wasnt posted around him. Since he didnt know the time that it closed, he was in the ATM when the doors locked which caused him to spend Thanksgiving night in the ATM with no way out. This is why my research papers topic is Business Communication. I am mainly focusing on business communication with customers. If a sign was posted that showed the closing time on a holiday, then he wouldnt have spent Thanksgiving night in a bank. But since the bank didnt communicate properly with their customers, this incident occurred. Incidents like this happen frequently in businesses. Whether its something as simple as getting an order wrong or something as complex as being locked in a bank all night. It is important for businesses to communicate with their customers to ensure that accidents like ATM dont happen. I selected citations to help make my research topic clear and credible. Bunthuwun Laohasirichaikul, Sirion Chaipoopirutana, Howard Combs. Effective Customer Relationship Management of Health Care: a study of hospitals in Thailand. Business. EJournals. Web. 4 Nov. 2013. This article sees how customers are satisfied with certain situations. They decided to find out what the Thai outpatients of some of the biggest hospitals thought of the service they were given. They are given a questionnaire to answer after a doctor visit to see how satisfied they were after everything was finished. After all was complete they came to a specific

McCutchen 2 conclusion: The findings indicate that the four dimensions significantly affect corporate image, customer satisfaction, and customer loyalty. (1). This article is credible. The entire article is based on evidence and factual findings. A survey was given with a specific outcome which is evidence. They concluded their main reasoning and topic behind the evidence and findings. That means that I can use this evidence in my research paper without worrying if it is credible or not. I plan on using this cite as evidence in my research paper. I want to show how customers responded when given a questionnaire. This will tie into my wanting business owners to know how customers always come first. It is important to keep good communications and relationships with them in order to maintain business. If the customer isnt happy, they may not continue business with you. In ATM after the man was able to get out of the bank the next morning, he didnt continue business with that bank anymore. The owner of the bank claimed that it was an accident but he discontinued all of his services with that bank because of how he felt. Business Communication: Listening. Listening with Half an Ear. Films Media Group, 1996. Films on Demand. Web. 04 November 2013. <http://storm.hgtc.edu:2048/login? url=http://digital.films.com/PortalPlaylists.aspx?aid=3503&xtid=11269> This is a short film that shows how barely listening to your customer can cause problems in the long-run. Clear communication with customers is essential to creating a reliable relationship. In the segment, Listening with Half an Ear a customer is upset and angry because the order they placed with an employee was incorrect. The employee wasnt listening as well as they should have been which caused a problem with the shipping order they had placed. While

McCutchen 3 on the phone with customer, the employee said Im sorry, yes- I know. He could barely get a word in because of angry customer. An employee then has to fix a mistake and try to make the customer pleased again. This source is credible and trustworthy. This film shows what actually takes place in todays businesses. The film is like a reenactment of what would actually happen if a customers order was wrong. The business would have to then fix what an employee messed up. It shows how easy one mistake can cost a customer something that they need. It also shows how communication is essential to businesses and customers which also make it credible to my research topic as well. This source will be used to show an example in miscommunication between businesses and customers. It will show how listening is essential to creating a relationship between customers and businesses. Im going to use that as a point in my research paper. Im going to show how many accidents happen when businesses arent careful with their customers even if it is something as simple as listening and taking an order. It is important to be careful with every means of communication with customers. Corporate Communication and Customer Satisfaction. Caldwell Corporate Business Development, n.d. Web. 3 Nov. 2013. This is a page of a website that shows different circumstances in which business mishaps occurred between businesses and customers. It showed the different circumstances and the negative outcome each one had. This website also shows the benefits of having good communication with customers. There are also tips and advice on improving communication. It also adds in that, No matter how good of a product or service you have, or if your marketing

McCutchen 4 and sales strategy are just "golden"... If you do not have an effective customer communication program and give attention to your customer relations you will lose business. (Caldwell). This source is credible and trustworthy. This site was put up by a business itself to help and inform other businesses when it comes to communication with customers. They put up tips they go by to help others improve their communication skills. The business itself is successful in what it does and wants to help other businesses prosper which means having proper communication skills with customers. I am going to use this source in my research paper as a way to show examples of problems in communications between businesses and customers. I am also going to show it as a way to improve communication skills. Communication skills are beneficial to a business. It is important to have good communication skills in order for your business to prosper. If they do not take into consideration the tips of having good communication skills, accidents like what happened in ATM may occur more frequently. Wellington, Patricia. Effective Customer Care. In Creating Success. London: Kogan page. 2010. eBook Collection(EBSCOhost). EBSCO. Web. 1 November 2013. This source is all about putting the customers first. This eBook is about the customers. It shows ways to build customers trust as well as ways to satisfy them. It shows ways to get to know the customers variation of needs as well as ways to work with th em on problems and different situations. This eBook allows us to see different ways to make a customer-based relationship in a business. This source is very credible. The entire eBook is based on common facts of businesses and their relationships with customers. It shows different means of making communication

McCutchen 5 with customers better and more reliable. One of the first things it asks in section two is, How do you know what your customers needs and requirements are? (Wellington 23). It also gives useful hints and tips to make an environment that customers can trust. It is mainly a book of advice and helpful tips to help better communication which is a credible source that I can use in my research paper. I would use this source in my research paper as a way to show how to better communication skills with customers. This eBook shows helpful tips and I can use that in my paper. I need to show a way for the problem to be solved and I feel like this eBook shows many ways to help. It goes from understanding customers and their requirements to helping them with problems to creating trust between the business and the customer. This is major way to help a business with communicating with customers, which is the solution to my argument.