Changing the Face of Customer Service in Companies Essay

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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 store manager, unless he is too busy, for certainty of quality service.

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UNIT 3 DISCUSSION

The separation of the customer service section from the other departments often creates a feeling that only the buyers from outside the company are customers, yet there are the internal customers who are the fellow employees, and these too must be handled well in order to radiate the company friendly atmosphere to the external customers. 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….....

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