Since customers are so expensive to replace we need to try our best to give them the best satisfaction when they are unsatisfied. You need to come up with a system and call it your “Complains and Policy Procedures.” Treat your complaining customers well, do not be disrespectful because they are complaining. Keep the customer as happy as you can. Escalate the complaint, make sure it is reasonable. After all of the complaining and fixing is finished follow-up with the customer.
Re – Assessing the Relationship – it is really important to re- assess what sort of tangible and in – tangible relations we hold with our customers. There could be some factors which are not directly visible but contribute a lot in the non tangible form. 2. Educating Customers – Also. Making the customers aware of the fact that we are not profiting out of making business with them and asking them to contribute towards more profitability or at least a break even in some of the cases would help a great deal.
Managing the human resources can help to build more reliable and hardworking employees. If they can manage their human resources the right way it can lead to highly motivated and skilled staff and can defiantly improve performance. E.g. at Asda it’s important to provide staff with incentives so that they feel their work is being valued and they will want to work harder to achieve targets, Asda have to treat their staff right because if they feel like they are being harshly treated then they will take out their feelings on the customers and then Asda will lose custom from that store, also they give employees pride to work for the company. I believe that if the management of the human resources department is done in the right way then it can be an important factor for what success a business will have.
With this going on, if a salesman comes up with a groundbreaking idea they are more likely to keep it a secret so that he can keep his sales numbers higher than other salesmen in the company. To correct this companywide problem, we have a few recommendations for Hausser to follow that will benefit all parties. First, Hausser should work on a compensation system that promotes communication. We believe a profit or gain sharing plan would work best because it would give money back to the employees who give the company new ideas. Now, when an employee has a great idea, they know that sharing it with the company will be more rewarding than keeping it to themselves to boost their sales.
On the other hand, offering a better policy for remaining workers may conflict with the cost-cutting effort, but satisfying workers can benefit company’s long-run business. Conveying these messages plays an important role in company’s success. If the company has a good solution, it can soften the anger of those who get fired, and make the remaining workers work effectively. However, an ineffective solution can depress people who are fired and worry the remaining employees, so it may create an ineffective working environment. Alternatives The company has at least two alternatives to deal with this problem.
Different scenarios need different types of customer service, if it is a faulty product then they will need to get a refund on the product, good customer service should refund the item with little fuss. When a company deals with a problem swiftly the customer feels valued and will return to the retail establishment. If the customer needs to complain then the customer service will need to be coherent and comprehensive. The more personal the customer service is the happier the customer will be. Customers much prefer talking to a human rather than a machine.
In strategic aspect, AI should provide a good environment to employee, give them the object and goals, and also provide some motivation give rewards, to let employee works to him more honestly and royalty. An honest and ethical culture should be developed to encourage employees to do the “right” thing at all times. 2. In action control, AI has fault in delegation and not gives enough autonomy to employees and partners to perform some managerial function. Particularly, he should clearly identify administrative constraints to restrict partner’s and employee’s ability to make decisions.
Though this is good, employees are usually treated like objects which can often lead to employee's becoming unmotivated. When on the other hand, Soft HRM is a strategy that is employee focused and aims to get the best out of the employee's by aiming to motivate them and hold them in high regard. From what I can gather, Sainsburys have employed mainly a Soft HRM strategy. Soft HRM – Workers are seen as stakeholders of the business. Motivation and development of staff is very important.
I have included ideas for incentives to each employee. With these incentives I am hoping that this may increase and enforce each employees participation and loyalty level as well as help change the teams thinking and the lack of communication that has caused this very low moral. Also I want there to be an understanding that we are running an efficient operation and that we can reduce cost without impacting quality. We want to provide quality as well as quantity. That
Always acknowledge Acknowledge their problem. I don’t mean take the blame but understand them without necessarily agreeing. Demonstrate empathy, for example, by saying ‘I’m sorry you’ve had a problem;” or “Yes, I agree, you have been treated badly.” This will go along way towards soothing a customer’s anger and disappointment even if you are unable to provide a response that fully meets their expectations. 4. Get the facts Even if the customer has written in, try and contact them by phone.