...Session 3 Case RASOI: Products of India Managers occupying junior-to-middle level positions in large organizations are often called upon to resolve disputes. Some of these are disagreements between lower-level supervisors and employees; some are disputes with suppliers or distributors; others, like the dispute in this case, are between the organization and a customer. Every customer has a value to an organization, and every customer has a price to that organization. Customers are, of course, the lifeblood and source of revenue to a business, but not all customers are worth saving. Some, in fact, may be more trouble and expense to maintain than they’re worth. Dealing with customers – or with anyone else who is in disagreement with your organization – requires patience, tact, and a certain measure of skill. A variety of response modes is open to the manager who faces an angry customer, along with a range of options in dealing with the case. 28th December 2013 312 Bailey Road Patna, India Office of the CEO Rasoi: Products of India Dear Sir: Enclosed you will find one “GrillMaster” indoor smokeless grill. I am sending this marvel of technology to you directly because I’m so damn mad I can barely see straight. As you will observe, the grill doesn’t work. The cooking element somehow malfunctioned, the control mechanism and cord overheated, and the resulting electrical surge nearly burned the house down. While trying to unplug the grill, I managed to burn my...
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...face * Having a go at management at lunch time – face to face * Customers’ ringing to say that they have paid - telephone * Reminders sent to customers – letters or email * Letters sent to explain the situation - letters * A key pressed to send a message to someone else in the company – electronic (possibly generates an email) * Digital display – visual * Management telling call centre staff that it is their problem – face to face or email 2. How can bad communication (9 in total) a. Damage the relationship between customers (3) * Customers’ upset as they are being chased for bills already paid * When they ring they are upset and staff do not have the answers for them * Workers then get upset at how angry the customers are and find it hard to deal with them * Customers may cancel take their business to another company * This could lead to a decrease in sales and therefore profit * The company reputation would suffer if customer service did not improve b. Demotivate workers (3) * Workers are upset by dealing with angry customers * The customers are angry because the systems and processes are not in place * When a message is sent “it is fairly random whether something is done about it” * Workers feel that managers are blaming them for waiting times being too long and that they are spending too much time with each customer * Workers feel that there are not enough staff to deal with the calls ...
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...10. Angry Birds Activity Park has enormous opportunity for market development and product development. There are some strategic opportunities imbibe by the company for market development. They have segmented their market by targeting existing product in the new market which will differentiate them from other theme park. Once the market research has been conducted and market segments worth pursuing have been discovered. Angry Birds Activity park has strategically viewed Penang as unexploited market for its entertainment services to be penetrated. While trying to expand their existing product to Penang market, it has been a way to gain competitive advantage for market development over their rivals. Furthermore, Angry Birds game has acquired 2.5 Billion downloads globally since its inception in the year 2009. The company adoption to promotional strategy on 40% digital and 60% traditional has enhances its penetration power to market development unlike other theme park and resort that adopted 20% on digital promotional strategy. Moreover, in gaining competitive advantage in this era of technological advancement, product development is a vital business strategy. Since Angry Birds Activity Park deals on entertainments which targeted indoor games to children, it is pertinent that its entertainment sector be expanded to outdoor activities. This will enhance the company to enlarge its customers and serve the attracted new ones better. 13. The Logistic description System of Angry...
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...reference • Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number. Please note that this Assessment document has 13 pages and is made up of 5 Sections. Name: DONATAS MENDELIS Section 1 – Understand methods of communication with customers 1a) Use the table below to outline at least two different customer service situations and the different methods of communication that would be needed in these situations. |Situation |Methods of communication | |1. I was calling on 4354 Vodafone freedom freebee £10 offer to top |You may call free 191 to communicate verbally, but I needed to go online | |up and paid using my bank card for offered 150 minutes, unlimited |for ‘Vodafone – Freebees’ and join informal written communication method to| |texts, and 250MB free UK Internet Data for 30 days use. I should |contact Vodafone customer service via live chat. This is a way to get | |receive sms - the note about activated Vodafone £10 freedom freebee,|advice or sort out existing problem about your phone or plan, upgrade it, | |but service was suspended and delayed by unknown technical problem. |or get help with your phone, bill or account. Live chat – required writing | | ...
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...its receiver. Recognizing the receiver’s needs, status, knowledge of the subject, and language skills assists the sender in preparing a successful message. If a customer is angry, for example, an effective response may be just to listen to the person vent for awhile. 2. Lack of Basic Communication Skills. The receiver is less likely to understand the message if the sender has trouble choosing the precise words needed and arranging those words in a grammatically-correct sentence. 3. Insufficient Knowledge of the Subject. If the sender lacks specific information about something, the receiver will likely receive an unclear or mixed message. Have you shopped for an item such as a computer, and experienced how some salespeople can explain complicated terms and ideas in a simple way? Others cannot. 4. Information Overload. If you receive a message with too much information, you may tend to put up a barrier because the amount of information is coming so fast that you may have difficulty comfortably interpreting that information. If you are selling an item with twenty-five terrific features, pick two or three important features to emphasize instead of overwhelming your receiver (ho-hum) with an information avalanche. 5. Emotional Interference. An emotional individual may not be able to communicate well. If someone is angry, hostile, resentful, joyful, or fearful, that person may be too preoccupied with emotions to receive the intended message. If you don’t like someone, for example...
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...agencies, and customers and convince them to remain loyal. Institutional Investors Need a Conference to Know the Details VW must convince its institutional investors that the huge loss is temporary and that VW can make enough revenue to compensate in the near future. Although the prospects of the company in its current position are not positive, it must let institutional investors know that the company will immediately take effective measures to minimize the loss. The best communication strategy to deal with the institutional investors is a direct approach because they are the top elites in the industry. The new CEO has the responsibility to hold a formal meeting of all institutional investors in the next week. This meeting aims to make the institutional investors believe that the new business strategies will “work steadfastly to put VW back on the right track” (Announcement of the new CEO, 2015). (Source:http://www.volkswagenag.com/content/vwcorp/content/en/investor_relations/annual_general_meeting.html) Individual Investors Gain the Information Through the Emails and Letters In response to the sudden drop in the stock price, VW must make its individual investors believe that the stock price will rise and that holding VW’s stock is worthwhile. Individual investors have high credibility in the stock market. Therefore, VW’s Director of Investor Relations can use a direct approach to deal with the individual investors. The department can send emails and letters to stockholders...
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...What are some things Abhey can do to complete his duties on his own more easily? When Abhey needs to complete his duties he can do several things to make sure he understands his customer’s needs and that they understand what he is advising them. When he is communicating with customers he needs to be assertive in his style. He also needs to be alert to the passive and aggressive styles of business communication. When he is going to clarify issues with his customers he needs to consider the information he wants to get from his customers. There are six types of questions he needs to use and those are open, probing, closed, alternative choice, leading or direct questions. In his written communication Abhey needs to who he is addressing, what he wants the message to accomplish, and how to incorporate the correct tone for the message. Do you feel that the supervisor should be informed that Abhey has not yet developed his business writing skills and that others are helping him? Explain. In thinking about the situation of Abhey having not fully developed his business writing skills it is fine for others to help him by going over his work that he has written so as to not say something to his customers that may cause them to get upset with the company and not...
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...Dear H.R. Department, I am writing this letter to express my interest in the position that your company has available and submit my resume for your review. This position would be in perfect alignment with my previous experience and, this would make me a valuable addition to your team. It is my understanding that you are looking for a self-motivated and personable employee with good communication skills, proficient computer aptitude, and the ability to work in a team environment. I have worked in this field for over 12 years performing various office related tasks including accounts payable and receivable. Essentially I have had experience in every aspect of an office setting. I feel comfortable in this setting and, I am looking for a position that will allow me to continue to develop these skills. I pride myself on my work ethic, my ability to adapt to most circumstances, and my enthusiasm for learning new things and self-development. Thank you for taking the time to review my resume and, I look forward to the opportunity to discuss the possibility of future employment with you. Please let me know if there is any further information that you may require. Sincerely yours, Veronica Fierro Veronica R. Fierro 2808 Folsom Street San Francisco, CA 94134 415-571-5415 msreinavf01@gmail Qualifications Bilingual Spanish and English, answering phones/cold calling, excellent customer service skills, data entry skills (alpha/numeric), Excel...
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...PROPOSAL ON HOW TO IMPROVE EFFICIENCY AND CUSTOMER SERVICE SHENEKA HAMILTON, SHENAE HARRIS & GEORGE OKORA HCS 325/ HEALTHCARE MANAGEMENT, SHIRLEY SEWARD 10/12/15 PROPOSAL TO IMPROVE CUSTOMER SERVICE AND SKILLS We write this letter to bring to your attention the fact that in the recent few months, our esteemed organization has received many praises for its tireless efforts in catering to the needs of society. While this is rewarding, it has come with a few pitfalls. Our call volume has doubled and if we do not formulate a strategy to alleviate this problem, it will snowball into an out of control avalanche and will lead to disgruntled, frustrated and exhausted employees to name but a few problems. We have come up with a plan that we have thoroughly scrutinized and concluded that it is the best to solve this problem. We call it our vision statement of our strategic plan to make the call volumes exponential in nature. In other words, the call volume must be proportional to both the growth of the company and the number of staff. We however do not have enough staff. While we have a budget of twenty thousand dollars in our spending chest, we need to utilize the staff we have so that each can receive a sufficient calls that will not prove overwhelming as that will affect productivity as well as quality of services. Our mission statement is all about efficiency and professionalism. Our motto is “only the best”. It will be a disservice to our clientele if we do not uphold our...
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...Associations, and Perceived Quality on Customer Loyalty Angry Birds Rovio Entertainment Ltd. Games in Bandung City Fenny Fathiyah Business Management of Telecommunication and Information Telkom Institute of Management, Bandung, Indonesia fennyfath@gmail.com Abstract Increasing financial and sales performance of games Angry Birds, a product of Rovio Entertainment Ltd, as a new industry and becoming a success market leader in mobile gaming platform segment show a good part of popularity brands. This is the researcher’s background to do research about brand awareness, brand associations, and perceived quality also its influence on customer loyalty of games Angry Birds in Bandung city. The method of this research is descriptive method and causal association method by involving 400 respondents as its objects. The analyses are used to know how brand awareness, brand associations, and perceived quality on customer loyalty. Data analysis techniques are used as the path analysis. Studied variable are brand awareness, brand associations, and perceived quality as independent variable and customer loyalty as dependent variable. Based on the results of research on, it can be concluded that (i) brand awareness, brand associations, and perceived quality stood at 68.1%, 70.5%, and 71.1% respectively, (ii) customer loyalty stood at 69.5%, (iii) brand awareness, brand associations, and perceived quality simultaneously has a significant influence on customer loyalty where the value of F count ≥ F...
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...Placido Engine; first and foremost, Placido’s customers are upset. Placido began receiving complaints concerning corroded gearboxes on engines. After further research on the corroded parts, it was determined that the corrosion problem was centered in the Turbo 110 engine and the magnesium castings. In fact, a tremendous amount of these parts were already corroded upon arrival from Placido’s suppliers. This problem became so significant that Placido decided to create an Executive Corrosion Task Force to suggest a new solution to the problem. This brings us to Placido Engine’s next major problem. Despite the fact that Placido created a task force, they have been working to solve this problem for three years. With this sizeable amount of time, the corrosion should no longer be an issue to the company. It should have at least minimized the issue. Instead, the problem has continued to increase to the point that Placido Engine was forced to give their suppliers an ultimatum. Lastly, the abrupt email generated by the company constructed another major problem. The suppliers were immediately disgruntled by the sudden email, and they began to submit complaints as well. Now, Placido is receiving complaints from both their customers and suppliers. With all three of these major problems, Placido Engine is not in a very appealing place. 2. In order to solve Placido’s major issues, they should begin with the angry customers. Without loyal customers, Placido Engine would become irrelevant...
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...very confident and strong yourself in my career. I know I can do because I have knowledge and well reputed university degree. My study helps me in my work. Now my approach is very positive and my career progress also is positive. Now I am near my destiny which I want to achieve in my life. I hope that this study will help me more and I will be success in my life and in my career. With this education my attitude is totally change. My communication skills are polished now. My personality is completely changed. In my life everything is seem positive. I am trying to improve more and more. 3- I work as IT customer service representative. My job skill is ability to work with patience and courtesy in customer relations. I have ability to communicate effectively, both verbally and in writing. I also have ability to think quickly and logically to ensure expedient response to customer inquiries. I...
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...One of your customers is angry because they feel you have not met their requirements and therefore, you have let them down. Identify three forms of communication, and explain the advantages and disadvantages of using each form of communication to resolve the situation. The mediums of communication I have identified for the purposes of trying to resolve the scenario to the customer’s satisfaction that a fair assessment has been made above are: e-mail, face to face and letter. Form of Communication | Advantages | Disadvantages | Email (non-verbal) | * Gives a record for future reference * Easy to store, transmit and retrieve * Can be short, simple, quick and effective method of communication * Can be edited to make sure accurate and clear before sending * Can be easily sent to more than one person – even if another party does not need to respond, it can inform them of the up to date position of an issue/situation * Can be sent, read and responded to at all parties convenience * Low cost * No problem with distance – no delays * All parties can be informed of little changes easily and quickly * Can request confirmation of receipt and being read to ensure has been seen | * Could be sent to wrong recipient(s) * Hasty e-mails could mean that content could be wrong * Can be time consuming * Feedback is not instant * Cannot see if something is not understood or clear * Body language and tone of voice are missing * Tone of e-mail can be misinterpreted...
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...Toyota built a reputation of high-quality vehicles and excellent workmanship, and in 2008, it overtook GM as the #1 carmaker in the world by sales volume (Treehugger.com, 2009, January 21). However, in 2010, this reputation was put on the line when safety issues led to a massive recall of vehicles. To make matters worse, Toyota’s crisis communications failed to shore up confidence in the general public on the way the situation was being handled. This crisis management assessment will investigate some of the issues with Toyota’s “Open Letter to Toyota Customers”. How could a company that built itself on the pillars of safety, quality and reliability go from hero to villain in the blink of an eye? Rather than rebuilding trust and confidence with the public during a crisis, the “open letter” simply enraged much of the public and has become a case study in poor crisis communications. Next, we will review a second crisis communication letter, prepared by yours truly, that could be delivered by Toyota to the three main groups to consider in crisis communications, the external audience, the internal audience and the affiliate audience (Week 6, Lecture 1). Assignment 4: Saving Toyota’s Reputation Introduction Toyota’s recall crisis began in August...
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...Recognizing the receiver’s needs, status, knowledge of the subject, and language skills assists the sender in preparing a successful message. If a customer is angry, for example, an effective response may be just to listen to the person vent for awhile. 2. Lack of Basic Communication Skills. The receiver is less likely to understand the message if the sender has trouble choosing the precise words needed and arranging those words in a grammatically-correct sentence. 3. Insufficient Knowledge of the Subject. If the sender lacks specific information about something, the receiver will likely receive an unclear or mixed message. Have you shopped for an item such as a computer, and experienced how some salespeople can explain complicated terms and ideas in a simple way? Others cannot. 4. Information Overload. If you receive a message with too much information, you may tend to put up a barrier because the amount of information is coming so fast that you may have difficulty comfortably interpreting that information. If you are selling an item with twenty-five terrific features, pick two or three important features to emphasize instead of overwhelming your receiver (ho-hum) with an information avalanche. 5. Emotional Interference. An emotional individual may not be able to communicate well. If someone is angry, hostile, resentful, joyful, or fearful, that person may be too preoccupied with emotions to...
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