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Week 5 You Decide Busn258

In: Business and Management

Submitted By karidaluv
Words 423
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RUNNING HEADER: You Decide

Week 5: You Decide Scenario
Frank S Munoz
BUSN258
DeVry University Online
Customer Relations

From the scenario provided, there are no customer complaints that relate to the service provided by the company; rather, information that came from the sales department believing we do not have great customer service. After speaking with Bob Yeader, the Sales Manager, and Dori Lately, the Operations Manager, it seems that they are both unclear about the specifics regarding the customer service complaints they claim we received. Yeader states that “we need to take these complaints seriously”, while Dori believes that “there is nothing here to investigate”. Having this type of conflict between the two department heads indicates that they do not know how to deal with this particular situation. Because majority of the department heads do not see an issue, but the one department that deals directly with the customers says we do, then we should take Yeader’s word seriously and try to figure out a solution.
Solution
Because the company is currently expanding, it is understandable that there are issues that need to be addressed, but we have to ensure that these issues are not overexxagerated as Philip Fried, the Service Manager, states that we should not ask the customer if we have any problems, but try to figure out a different approach to the situation. Because the numbers indicate a growth in our customer base, we are doing something right. I believe that the issue at hand is simply a matter of rewording our survey or questions to our customers after service are complete.
Because customer service is an ongoing process that can improve all the the time, we have to provide better quality customer service and encourage positive feedback through proper questions. Instead of asking the customer if there were any problems, we should

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