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After reading the insightful comments provided, I realised there were many ways to better handle the situation. Firstly, I should have sent a follow up text to my colleague to ensure that instructions were made clear to her.  In addition, I could have informed more than one colleague about the reservation. By doing so, it ensures that all colleagues are on the same page and thus avoiding unnecessary trouble. Alternatively, extra precaution could be taken by sticking a paper note onto the packaging. This serves as a reminder to all colleagues that the item has been reserved. Moreover, I should have controlled my emotions instead of letting it get to me.  Emotions certainly play an important role in the decision process and can influence the way we behave.  Perhaps, I could have reframe my thoughts and maintain my cool. If I had remained calm instead, maybe the outcome would have been different. It is no doubt that communication plays a vital role in life. No...

A large part of being a good service personnel is to ensure customers are kept satisfied throughout their entire experience with us. Therefore, a clear protocol for communication is crucial to deliver good customer service. A recent interpersonal communication problem I encountered was during my time as a part time retail assistant. It was a Saturday afternoon and as usual, weekends are the busiest and long queues were forming at the cashier. Every staff have been assigned to different duties and were occupied with their own. I was allocated to manage the cash register with another colleague. The worst thing one could receive during peak times is a phone call and that was when the phone rang. It was a call from a customer who previously made a reservation for a shirt and he notified that he would be collecting it later in the evening. As per request, I set aside the shirt and I informed my colleague about it.   As the customer arrived to pick up his shirt, it was nowhere t...