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¶ … complaint from the customer was legitimate since being a grown up who had the trust to walk into OTTP shops to purchase a laptop computer and the employee instead mimicked a child's voice while talking to her, bearing that she was confined to a wheel chair. The client was also rightfully offended for the sales representative to keep leaning on her wheel chair, causing her personal discomfort.
In this event, Mr. MacGibson should unequivocally apologize to the customer on behalf of the company and of the employee who showed gross misconduct. He also needs to assure the client that the individual sales representative will be summoned and accordingly dealt with and that it is not the policy of the company, nor the habit of their employees to act in the manner displayed by Joanne.
The changes that Mr. MacGibson should implement should include the overall organizational policies that should make it explicit that all clients needed to be treated equally and with absolute respect regardless of their physical status. There is need to have all employees, and the sales representatives in particular to undergo special training on how to handle diverse categories of clients where they will be trained on cross-cultural communication. There should also be change of procedure in that the special kind of clients, like the disabled or the VIP and celebrities will be handled by the...
The customer service should hence be first understood by each employee and they need to be trained as customer service personnel first before they are members of their separate departments. This approach will positively affect the organization, in that there will be costs reduced, the productivity will increase instantly, interdepartmental communication will also improve hence greater cooperation, the morale of the employees will be boosted, this will also help align the goals of the organization, the procedures and processes from one department to another will be harmonized, the interdepartmental competition will be replaced with interdepartmental cooperation hence delivering better service to the external customers (Earl D., 2004).
UNIT 4 DISCUSSION
Types of feedback surveys to be used
For a car repair shop- this would require a short survey like the use of questionnaire with few short questions. This…
(Setting and Measuring Service Standards) The store then appointed supervisors to ensure that all employees were following the procedures properly and even used 'mystery shoppers 'to find out if all the measures were being implemented, and the reports showed that they were indeed being followed, about 90% of the time. Subsequently, the management of the Revco Drug Store measured the number of complaints, to find out whether there had been
From a performance analysis perspective, costs of alternative support channels are first evaluated, followed by the key performance indicators (KPIs) typically used in financial services organizations to measure the performance of their online initiatives, most notably, websites. Following this discussion of performance analysis there is an analysis of resource availability and allocation of resources. Performance Analysis From a cost-per-incident analysis, the following table presents findings from Forrester Research specifically in measuring
The employees should be firmly committed to the firm, they are the face of a firm (also its eyes and ears). The staff focus should be involved in the process management, also their measurement and knowledge as well as initial contact with customers, all contribute to the performance of the organization. Firms need to provide results on a consistent basis, be innovative and should respond quickly to any changes in
This is one company that encourages the customer service representatives to develop relationships with the customers so that they can ask for individuals when and if they need to call back. I enjoyed this aspect of the job because everywhere I had worked before, we had a contact with the customers and the chances were extremely slim that we would ever hear from or speak to that customer again.
Change Management Overcoming Resistance to Change Change management can be most difficult in companies that are entrenched in their company culture. In the case of the company in the study, the company has a high number of employees that have been with the company for a long period of time. These employees present the greatest challenge to overcome in terms of change management. They are more likely to continue to do their
Depending on how fast the company is able to grow and produce more hats, the sales representatives may or may not have a quota of new clients. 2. The sales representative retains existing clients by keeping track of inventory data and making frequent follow-up communications. Each sales representative will be assigned to specific clients so that inventory data can be easily managed. The sales representative should make regular check-up