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Homework assignment - Case Study Example

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The store’s upper management wanted to improve customer satisfaction ratings. The ratings have a direct effect on the store’s profit maximization rates since it…
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Download file to see previous pages One customer may complain about the store’s services online and have great repercussion to the businesses sales. The presence of social networks handled to the constant connection of more customers Customer before and after sale services have a large impact on the store’s customer base due to the relationships levels. The employee’s interpersonal and communication skills have effects on the customer choice of the store. The case study has also revealed the efforts of the management to improve these skills to ensure that the store attracts more customers.
The management has come up with training procedures that have will help improve employee-customer communication and relationships. It will also help interpersonal relationships between the employees that will encourage helping amongst various departments. These strategies will improve customer satisfaction ratings of the store and in the long run increase the number of sales (Lawson, 2006). Without proper customer handling skills, a firm without customer handling skill may lose all its customers.
The retail store has adopted a customer service training program that will incorporate all employees. The core objectives of the employee program are to improve customer interaction through relationships and good communication skills. It will focus on the employee behavior towards customers despite the situation they are put in at the store. Knowledge will be passed to the staff through use of videos that portray the real situation that an employee may encounter. Situation behavioral approach helps control employee emotions towards customers despite the character traits of the customers (Werner and DeSimone, 2012). The videos are presented in two sessions that expose different situations depending on the employees response towards the customer. They show both good and bad customer services and ways of handling.
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