This scenario has a few issues that need to addressed by management. The first issue is the decline in sales, profits, and the customer complaints. As the general manager, the determination as to the cause of these issues is paramount. Another issue in this scenario is that the sales and manufacturing group are blaming each other and the customers for the issues. The company culture does not speak to teamwork among the employees of this company. A third issue is the customer complaint about the defective part. The fourth issue is the cost of the complaint and the financial impact to the company.
The decline in sales, profits, and customer complaints are the result of poor customer service. The general manager has to assess the organizational culture and make
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The employees are not listening to each other nor the customer. The company will continue to suffer if the employees are not willing to work together to make the company a success.
The customer complaint concerning the defective part is a major issue that the general manager has to address. The general manager has to first gather all the facts concerning the defective part. He has to talk to the sales and manufacturing group as well as the customer to determine the reason for the defective part.
The cost of the complaint and the financial impact to the company can have widespread implications. If it is determined that the defective part is the product of missing information and a rush job by the company, the company has to eat the cost and remake the part for the customer. All of the department managers have an opinion on how to handle the complaint, but none of the solutions are constructive. The sales manager wants to blame the customer because he can did not provide the required information in a timely manner. I disagree with this sales manager. If the information was not provided in a timely manner, someone from the company should have been in contact with the customer letting him know that
There is also no form of standardized training throughout the organization. Employee morale and employee relations are lower than should be expected, due to miscommunication and lack of an established strategy. There is an absence of consistency in various ways regarding branding and identity as well. No two stores appear to be alike, names vary and locations are unpredictable. Customers also complain that the menus are inconsistent. It is also evident that reliable communication is lacking. For example, GC3 has customer comment cards, but, as the case study explained, GC3 management is not sure if they are being reviewed or taken into consideration. More so, GC3 remains unclear if they are considered one company, or three separate companies. GC3’s product portfolio is becoming stagnant, and there is an apparent need to refresh the menu and align it with their competitors. Profits are falling behind, and there is nothing in place to enable GC3 to understand what products and what stores need to be evaluated. Lastly, GC3 management is becoming disgruntled. This aggravation is evident within the Pittsburgh locations. Due to this insubordinate behavior, corporate culture in the Columbus locations has started to
You are hired as an assistant brand manager for a popular consumer product. One day in an emergency meeting, the brand manager informs the group that there is a problem with one of the suppliers and that he has decided to send you over to the manufacturing facilities to investigate the problem. When you arrive at the plant, you learn that a key supplier has become increasingly unreliable in terms of quality and delivery. You ask the plant manager why the plant doesn’t switch suppliers, because it is becoming a major problem for your brand. He informs you that the troubled supplier is his cousin, whose wife has been very ill, and he just can’t switch right now. What course of action should you take and why?
in low service for clients and affected employee morale seriously, and the managers had to
The primary stakeholders in this case is the employees and managers who are being fired and having to firing good employees because of the change in the companies policy. The customers who are receiving poor service because of the conduct and e...
In this assignment we will exam three case-studies and determine whether the best course of action would be litigation, ADR or criminal prosecution. In the first we look a case of embezzlement, the second is a case of product liability and the third involves a supplier providing non preforming goods. We will evaluate the specifics of each and determine the best course of action. Spoiler alert, some of these may involve more than one course of action.
The Third aspect of customer service which needs improvement is system functionality. The athletic club offers members a beautiful facility. However, just as the club has been in operation for many years so has many of its accommodations. Current management of the club in aware that certain areas of the club need to be updated. Often the old equipment which need to be replaced, is broken and needs to be repaired. The equipment is not repaired in a timely manner, inconveniencing club
Review the complaint to determine the customer’s complaint or concerns regarding the servicing of their loan.
8) What can you do if a store refuses to take a faulty product back?
For example, working with JC Penney there have been changes with the systems that have upset customers and has caused sales to decrease.
Supervisors should be sure that customer service agents are not exposing customers to unpleasant customer service. By teaching employees the right way to offer customer service, So there would not be a need for a complaint letter. “Selling is a science, summed up with 5 cute letters: (A)pproach, (P)probe, (P)resent, (L)isten, (E)nd.” Gallo, C. (2015, January 9). The solution to poor customer service issues is how my internet research is related to the problem
It seems like the company did not completely think everything through since they appeared to just makes adjustments as business demands. I think moving forward, the opposite should be done. starting from their supply chain, leading up to production. I think the company should plan and forecast production by having every aspect diligently. They such as much as production should be based on demand, they should equally based production based on how sales was the previous year. Thought out for instance as they should consider cost, efficiency of customer service and responsiveness simultaneously.
Consumers are concerned not only about a product breaking down but also about the time before service is restored, the timeliness with which service appointments are kept, the nature of dealings with service personnel, and the frequency with which service calls or repairs fail to correct outstanding problems. In those cases where problems are not immediately resolved and complaints are filed, a company’s complaint-handling procedures are also likely to affect customers’ ultimate evaluation of product and service quality.
These problems are related directly and in directly to the department’s structure and leadership. Most of the symptoms that are being displayed can be found in either one or the other superintendent’s area. The southern superintendent’s area has several symptoms that are becoming visible to others they include multiple mechanics who are forbidden from service yards and will never be allowed to return. These mechanics are being banned for their rude attitudes, lack of knowledge and refusal to perform repairs. A second symptom is the lack of adequate knowledge and ability to repair common equipment issues including basic electrical. Several mechanics are showing their lack of knowledge as well as little to no ambition to learn to adequately operate Cummins, Ford, and Freightliner software. In order to be able to repair and maintain units they must learn to uses this software. In the southern territory mechanics are not able to keep up with work request or perform complex work in a timely fashion. This area also has the negative attitude that everything is a problem and someone else needs to figure out how to resolve the problem. They have very negative attitudes; they fight any change and never try to resolve their own
The main problems that are affecting the company were the high level of labour turnover, below target production rates, high levels of scrap, the employees had little input in the decision making, therefore resulting in low motivation and job satisfaction, and didn't have enough feedback on there performance. Added to this was the conflict between the supervisors and employees in the production and packing areas, and the grading and payment levels wasn't satisfactory to the employees.
Listening is one of the most important steps with dealing with a difficult customer. By listening your can gain a better understanding of the situation and how to solve the issue. It’s important to let the customer voice their complaint and feel that the company takes each and every ...