MEMO TO: Mr Ghost Saint
FROM: Farah Dashti
DATE: March 6, 2016
SUBJECT: Misrepresenting or Minimizing Client’s Complaints
Issue Statement
We face extraordinary challenges –from growing the company 's profit margins and restoring its fiscal health to transforming our customer service delivery unit. There is a distinct role for the manager at the helm of the company in addressing these challenges. However, the company 's staff has doubts about the company’s managerial capacity to face the challenges effectively and efficiently. An estimated two –thirds of the employees believe that the company management is usually inefficient, and wasteful in its bid to improve customer service (Park).
Indeed, at the outset of your managerial
…show more content…
Your managerial experience, expertise, and passion must drive the implementation of customer care and service improvement efforts within the organization .In the capacity of manager, you set the pace and expectations for what the company 's workforce can achieve over a period (Johnston, Clark, and Shaver).
Overcoming skepticism and bureaucratic inertia as a manager is instrumental to the success of this customer management agenda. The success of the company 's efforts to improve customer care and service are dependent on your commitment to the push for improvements with the belief that they are not only critical but also within our reach. It is my hope that as we devise and implement the plan, you will be able to foster a top-down commitment best customer management practices (Johnston, Clark, and Shaver).
The following is a review of our approach to customer care and service delivery improvement in a bid to minimize customer complaints .The review details the need to launch an effort to devise and implement an organization-wide customer management plan. A client management plans that describes our strategies and key initiatives with a description of the progress already achieved regarding the improvement of customer service. I believe as a company, we are off to a good start, and that we are developing the requisite momentum for
WalMart's (NYSE:WMT) expertise in discount retailing is globally recognized, as is their supply chain and extensive logistics capabilities. What differentiates WalMart from the many other discount retailers is their extensive reliance on buyer personas or representations of their customers. All aspects of the WalMart value chain are predicated on serving their customers as cost-effectively and efficiently as possible. WalMart has also created an extensive information systems network that includes satellite uploads of data on a daily basis from their thousands of retail locations to their Bentonville, Arkansas headquarters (WalMart Investor Relations, 2013). The intent of this analysis is to evaluate the mission, vision and strategy of WalMart from the perspective of improving its customer service while also taking into account its financial position. To accomplish this, objectives are provided, combined with performance measures and expected levels of performance as well. All of these factors taken together provide senior management at WalMart with insights into how they can profitably improve customer service.
To be efficient and effective in management, certain tasks must be performed by all managers. Managers must be able to plan, organize, lead, and control. Manager’s tasks are important no matter the level of the manager. Managers must be able to use and improve these skills depending on their position within the organization.
Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.
Customer service plays a vital role in the running of this organisation. As they have many competitors they try extremely hard to stand out above the rest with their customer service approach. They use the slogan ‘Every little helps’ to
Everyone in a managerial role is responsible for establishing the communication needs of the service users, providing appropriate support and ensuring any equipment needed to communicate is available. The Managerial role is to empower and promote the rights of every person taking into account individual needs, wants and rights.
Customer complaints have over doubled in the last few years. This shows some big issues in the customer service management. Research which areas customers are most dissatisfied with and support the staff in gaining new skills to meet the customers ever changing needs.
Customer Service: Our business is built on the premise of achieving 100% customer satisfaction and developing a long-term
Recently I have noticed more consumer complaints from poor service, more specially, service mistakes and customer mistreatment. When a mistake occurs, we do not handle customers in a courteous manner. In addition, we play favorites with customers and some of them are not getting the attention they require. To
While savvy marketing and a targeted sales pitch may lure customers, it is how a company relates and responds to customers’ needs and concerns that determine successful customer retention. In the current social media age, consumers have a multitude of platforms, to include Facebook, Twitter, or Yelp, through which they voice their satisfaction and/or dissatisfaction with a particular company’s policies, practices, or products. Such feedback is not only instantaneous, but far-reaching as the social media explosion allows for mass promulgation of unfiltered comments, concerns, and reviews. Thus, the need for exemplary customer service practices is more pronounced today than ever before. Sound customer service can include many different services and activities, and can vary from company to company, depending on the sector and size of the organization. The onus is upon managers to formulate effective policies and attainable goals through which customer service is enhanced for their respective company, thereby improving supplier-customer interaction. (Tucker, 1994, pp.32-40)
Hopefully some of the benefits that you will see with our suggestions are keeping managerial positions, and hiring employees with some background in customer service. Thank you for allowing us to help maintain your business in good standing and we hope that you will use us in the future if you come across any other
After investigating all available data it became apparent that although the organisation has a customer service system, it seems to get ignored. Staff is unaware of it and senior management don’t seem to be monitoring it closely. No performance management has been completed this quarter nor does it appear that it has ever been completed which clearly shows that sales and customer service team leaders are not conducting required performance management. Performance data is being collected but no action is being taken to address
The critical factors in the successful transformation of British Airways were changing the culture of the organization for the employees and the consumers. British Airways embarked on an aggressive media campaign that helped change the “face” of the airline. Their new tag line was “The worlds favourite airline”. Customer service became the number one priority for all employees. Lead by Colin Marshall, “an enabling culture (was put) in place to allow customer service to come out, where rather than people waiting to be told what to do to do things better, it’s an environment where people feel they can actually come out with ideas, that they will be listened to, and feel they are much more a part of the success of the company” Jick (2011)(p.30). A “Putting People First” (PFF) program was instituted for all front line employees. This helped to unify the employees with the new vision of customer service first for the company. During these two day mandatory meetings, all front line staff interacted with all levels of managers and leaders on an even playing
Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in
Study findings show that strong leadership systems focus on customers, motivate employees, and implement their customer service vision. They also focus great attention on gathering the information needed to track customer satisfaction, and employees overall performance. Customer service should be designed and delivered seamlessly from the customer's point of view. Customer-driven operations lead to success. Decentralized, uncoordinated customer service provision makes for a most frustrating experience for customers.
In order for the service employee to deliver on the customer’s expectations, the company (or management) must provide the necessary resources to fulfill the duties of the job. The success of the firm is also supported by the internal customers, also known as employees, and the satisfaction of these employees can influence the service encounters with external customers (Gremler, Bitner & Evans, 1994). It is imperative that management of the company delivers to the expectations of the employees in order to fulfill business goals and objectives.