This type of communication within B&M is probably the most important as it is the most common type of communication used and is vital in making sure that important business deals can be made and so customers and clients feel secure and can create an understanding with the company. With verbal communication one of the types of information that is given through this method is customer advice. Customer advice is used in verbal communication as it is the most effective, and the easiest way to give a message to a person in the company. Things like showing a customer a product or explaining to them the features of a product are used in this, the purpose of verbal communication within B&M are to convey information on the simplest and most efficient format when required and when it is best suited. And the purpose of helping customers get information on the products is to make sure they have the best understanding of what they are purchasing and that it is good for the companies reputation of creating an honest and helpful image that customers can rely upon when purchasing from.
Using what you've learned from the interview and your research, analyze the customer service environment at this company. How can customer service be improved? What are your recommendations to this company based on what you've learned? One of the major characteristics of a retailing business is direct contact with the ultimate consumers. There are so many factors that make retailing business a success.
1.1 Describe what is meant by internal customers Internal customers can also be internal service providers and they are customers within the company / organisation or directly connected to the organisation or from an organisation that provides shared services. It can be a co-worker, a different department or a colleague from a different department, a service provider or a colleague from a shared service organisation, or a distributor who provides us with products or services so that we serve an external customer. Internal customer service needs to be excellent in order to provide excellent external customer service. There should be good communication between departments and between internal customers, they should work together with a positive attitude following policies and procedures and agreeing on them wherever necessary. This will ensure that goals are met and high quality service is provided to external customers.
The quality of services that is an employee gives to a customer is the reason why customers return to the company. “In service firms, where the interface with the customers is broad and intense, all contact personnel must be well attuned to the mission, goals, strategies, and systems of the company. Otherwise they cannot represent their firm well and successfully handle all those crucial contacts, known
For that reason, an addition has been made to the organizational chart where the Operational Department is illustrated. In the text, Personal impact maps: Chart the course to a shared vision, by Brad Hill and Christine Tande, explains how employees can make an enormous difference when a personal connection to the business is provide it (Hill and Tande, 2003). The structure of the chart requires a detailed description of the Production Department. The Production Department is the last and crucial part of the chart because produces and distributes the product, as well as provides customer service to the consumer. With the illustration of the Production Department, the consumer can understand the overall organizational structure and a strategy.
| Trade union | Unions mainly focus on the treatment and pay of the employees. John Lewis has employees who are members of the unions. Therefore the unions may be able to influence the company. | Suppliers | Suppliers are very important to john Lewis aims of quality and innovation. Therefore the company needs to have secure and reliable suppliers in place.
STANDARD PROCEDURE FdL Bumper Exchange, Inc. J-802 Customer Service Supervisor Job Description Rev. 0 9/17/08 Page 1 of 9 1.0 SUMMARY The Customer Service Supervisor (CSS) assists the Chief Service Officer (CSO) and the Leadership Team in their responsibility to guard the mission, vision, and values of Fond du Lac Bumper Exchange, Inc. (FdLBEX) while meeting the financial goals necessary to keep the Company strong. The primary role of the CSS is to lead the Customer Service Staff in building successful and long-term relationships with our customers. The CSS makes significant organizational impact by: • Providing leadership to the Customer Service Staff (Inside & Outside Sales). • Developing a competent and motivated team which
They value the input they are able to give to the company, the advancement opportunities, and the availabilities of their management. This opportunity stems from a practice within Tanglewood that exemplifies that all employees are members of the core work force. The core workforce is viewed as essential for the organizational values and culture that Tanglewood seeks to develop and maintain. I also focused on the company’s emphasis of “straight talk”. The company believes that involving employees in on the import ants such as; their share price, overall profitability, along with other details about the company’s activities, this causes them to think like
* Have the ‘right person’ at the ‘right time’, with the ‘right skills and capabilities’ in the ‘right place’. * Good planning acts as a form of control and increases the likelihood of positive staffing outcomes. * Planning is also important to be able to anticipate changes in the internal and external business environment. Staffing The process of planning, acquiring, deploying and retaing a workforce Determain whp will work for the organisation and what their employees will do Enables an organisation to execute its business strategy, which for most organisationg lies with their people Step 1 job design – concerned with how th\asts that are to be performed are combined to form the job Step 2 job analysis – job analysis is a process of collecting and analysing detailed information about tasts, content and responsibilities of
There are positive and negative aspects of this function; first of all, the HR department enriches the Organization through recruitment procedures. HR department also ensures that members of staff follow a general direction by frequently clarifying and reminding them of the Organizations goals. HR is also responsible for organizing incentives or compensation packages to motivate employees. All these functions contribute towards organizational effectiveness. Howeve, there are some negatives aspect of HR; it has to bear the burden of blame if an employee’s performance poorly like for example Arthur Anderson Company.