1.) Americatel is positioned within the small to mid-sized market in the telecommunications sector. However, their primary competitors Movistar and Claro compete within the large-sized market. With only 10% overall market share, Americatel has the potential to capture additional growth as the industry growth rate is growing at 6%. To accomplish this we recommend that Americatel own their position in the small to mid-sized market by capitalizing on their competitive advantage of providing superior customer service as well as leveraging new solutions to further drive customer satisfaction.
Presently, Americatel is known in the industry for providing excellent customer service. However, most companies say they believe in good customer service,
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Delivering superior customer service takes both understanding what your customers want and a way to see that they receive it. Having identified this attribute as a competitive advantage, Americatel can further strengthen their position in the small to mid-size market by implementing customer experience management techniques. First and foremost, customer satisfaction must be measured across all departments; this can be done with the use of a companywide survey and/or measurement of exit and abandonment rates. Additionally, Americatel should evaluate the loyalty of customers as customer loyalty is an excellent parallel for customer satisfaction as it’s used to describe the behavior of repeat customers.
Another method for leveraging superior customer service is with the investment in a formalized training program for the sales department in addition to developing cross-training programs across all departments. The first touchpoint customers have with Americatel are the sales staff. At this time there are no formal
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Incentive compensation should communicate a company’s overall objectives and be structured so as to reward performance while ensuring overall company growth objectives are met. One type of an incentive is a structured incentive, these incentives have two components; (1) they must be capable of fluctuating as performance changes, and (2) based on a specific accomplishment that is understood by both management and the employee. Examples include but are not limited to piece rate (set dollar amount for every product sold), profit sharing, or set percentage of the total dollar amount sold. Whichever pay structure is implemented it will be important that the incentive be linked to pay for performance. It is presently clear that resources make it difficult to offer competitive salaries that are aligned with the larger competitors. Therefore, linking pay for performance will ensure optimal results for both the company and the employee. Implementing a fair pay structure will not only motivate employees, it will also facilitate in their retention which will decrease costs associated with
Gabris and Giles (1983) research also supports the importance of performance incentives and its role in relieving conflict, so much more that it trumps human relations methodologies. Furthermore, it indicates that lack of performance incentives shows weak organizational objectives, behaviors, structural arrangement (Gabris & Giles, 1983). The importance of performance incentives have a dramatic influence on an organization yet it so simple that it may be dismissed.
Service/Satisfaction- AT&T has settle to be adequate in Customer Service by changing is “Customer Rules” to just “Earning Industry Leading Retention”. Although they have made tremendous strides in reducing their churn from 2.1% to 1.6% in two years validating their commitment to provide a better system to their customers after the merger.
Deciding which pay form to use when compensating employees is extremely important to a company. Many things are taken into consideration: labor costs, the correlation between performance and pay, customer service, and the ability to attract and retain employees which is extremely important to FastCat’s need for innovation. We believe a single pay structure coincides with our single based plan for the organization. We want to keep things simple and understandable to all areas of the organization. This strategy will allow employees to understand how their performance and the performance of others relate to the success of the company through specific measures. It is also important that the strategies align with the objectives of FastCat. We beli...
This document identifies AT&T as one of the leader communications holding corporation in the United States and global. Operating worldwide with 307,550 employees, AT&T established its global headquarters in Dallas Texas, AT&T is known as the worldwide leading provider of IP-based communications services to businesses and the principal U.S. provider of wireless, high speed Internet access, local and long distance voice, directory publishing and advertising services for more than a century . AT&T continues to build on the heritage of its predecessor Bell by serving customers with a continuing assurance to the operation of pioneering products and services, consistent, high-quality service and excellent customer care.
The company Steel Co, which has been established for around 30 years, has been in a steady decline during the current recession and although a Divisional Director has been employed by the owner the fortunes of the company have not improved. The staff is unhappy, unproductive and unimpressed by the Human Resource system that currently exists in the company. The pay structure that currently exists within the organisation has been much debated among employees who feel it is unsatisfactory. The Business Adviser will research Performance and Reward management tools in order to help the company develop a more suitable Performance and Reward system to use. A variety of sources will be used in order to evaluate the system and tools against other organisational frameworks. The pay structure within the company will also be looked at in order to identify any possible changes that could be made.
First and foremost, the ability to listen to a customer is the most important critical skill, because we must listen to uncover the issue. Give your attention to the customer and even repeat something they said to let them know you are listening. In addition, the customer will not become irritable if you are genuinely listening. Second, the use of proper language, such as enunciating your words properly, because it is important that your customer understand each and every word you are saying. A customer service representative must never use slang. Geer your language to the customer and do not use difficult words that your customer does not understand. Get on their level. Third, Volume and Tone, is very important to servicing your customer. You must be one volume higher than your customer in order to gain and maintain call control. Be sure to use a pleasant, friendly voice while speaking with your customers. If one should use a monotone voice then the customer will feel that you are disconnected and not interested in helping to fix the problem. Fourth, is flexibility, which will include catering to a customer that may need an extension for a payment. Many customer service agent will have to get approval to extend payment dates and loan renewals, therefore, ask permission to
The telecommunications industry is of vital importance to the development of the information-based economy. AT&T need to supply access to cost efficient, timely and innovative telecommunications services.
Frequently when we hear the word “Comcast” the general norm is how appalling their customer service is. To gain customer satisfaction Comcast should focus more on how to gratify rather than how to outsmart their competitors. Rather than boasting about the “lightning fast” internet, encourage an appealing customer experience. Because of the continuous amount of complaints received Comcast needs to consider improving their customer service.
Incentive reward engagement offers a win-win situation for the employees and the company. Kelleher believes that incentive is a form of recognition and builds engagement through company’s and employee’s obligations towards a common goal (2014). The company has a “Growth Incentive Scheme” for the production workers. Special monetary incentives are provided should the workers achieve the monthly output target. Through the rewards, employees feel motivated towards their work and thus, contribute towards the company’s
Global service coverage is in large demand, especially from businessmen who frequently travel. Linda Stern suggests in Newsweek to global travelers that they should “buy your phone and service from T-Mobile, AT&T or Cingular, the only three U.S. companies to use the internationally dominant GSM (Global System for Mobile communication).” Depending on the service provider, one may or may not get coverage in other countries. For example, Verizon customers enjoy phones that work in Latin America, while Cingular customers have coverage in Europe. Even better is AT&T Wireless, which offers “vast international coverage” or TMobile, another international carrier (Stern). Service coverage varies greatly by carrier, with some reaching many countries and others only small portions of a single country.
Johnson, Sam T. "Plan your organization’s reward strategy through pay for performance dynamics: Compensation & Benefits Review 30, Number 3: (May/June 1998): 67-72
AT&T, being the global conglomerate that they are, host a series of meetings throughout the year to look at these factors. Before proceeding any further, my experience using a SWOT analysis has identified some of the same problems in each area, specifically; a weakness can also be identified as an opportunity or a threat. Looking at some of their strengths, we already know that their list will include workplace diversity, culture awareness, social awareness, values, attitudes, beliefs, traditions, recognition, and empowerment. Other strengths might include brand name, hot spot superiority, Wi-Fi services, 3G service, and area of coverage. The list is probably much longer than what we have identified in this writing but it is my contention that the leader is fully aware of these additional
Management spends a huge amount of time to design incentive systems and schemes to motivate their workers and to ensure they work in their best possible manner. Motivating workers by giving them decent pay helps in winning employees heart to make the work done efficiently, significantly and effectively. The most effective way to motivate people to work productively is through individual incentive compensation (Pfeffer, 1998). An attraction of getting more is a powerful incentive to people for high performance. While most people agree that money plays a major role in motivating people, in organizations there is a widespread belief that money may also have some undesirable effects on morale.
Customer service is one of the best ways to differentiate your company from others in the marketplace.
The customer will become offended and upset if you don’t answer the phone in a welcoming professional manner. It is important to always answer the phone with a polite tone of voice so that the customer won’t become even more frustrated with the organizations services. Taking calls unprofessionally can lead to the company losing customers, and can also cause the business to plummet when word of mouth gets around from negative reviews. It is important to understand the tiers that are responsible for handling calls that don’t relate to your trained services. If you don’t know who to transfer the call to, you might transfer the customer to the incorrect line. This will result in bad customer service. It’s crucial that you take messages and report them as quickly as possible. You should also follow up on the customer in a timely fashion. The customer will become frustrated if you don’t follow up on their requests. When recording an electronic message you should