Hermes Communications - Essay Example

1. Lack of instant access to information for the customers:

A couple of emails recently received from the customers read that they are highly unsatisfied with our contact services. Some of them have complained in very harsh words that their calls were not picked. The problem is reported to have persisted 24 hours and they were never replied to. Due to the malfunction of the helpline, many customers have incurred exaggerated telephone bills. Some of them have even personally visited the office and complained about the same quite rudely. This has upset the whole administration.

2. Design fault notified in big-screen mobiles:

Customers have forwarded their views criticizing the battery performance of our

“big screen” mobiles and many have related it to the unusual design of the sets. One of the customers has mentioned that all purchasers of this particular model have found the same deficiency in the performance of this mobile. He wants the company to return his money in place of the mobile.

3. Customers’ exposure to microwave radiation:

Increasing concern among the customers is the harmful effects of the

prolonged use of mobiles that have exposed their ears to microwave radiations. Customers who have experienced a headache after prolonged usage of the mobiles asked for a modification in the design of the mobiles that would reduce ears’ exposure to microwave radiations.

Recommendations:

1. Customers’ instant access to information needs to be improved to

maintain the company’s reputation. Instant replacement of helpline with an efficient system is advised. Customers have strongly recommended that the company should seriously think over the development of a 24-hour live chat system in which customers can address their issues without having to make expensive calls to the administration.

2. The battery performance is poor because it is not right for this mobile. The slim

design of the mobile does not allow the use of a suitable battery. It is strongly recommended to reconsider the design of the mobile to eliminate this issue. The director is advised to forward his immediate response to the customers’ queries about the mobile return and payback since the mobiles were initially issued without a payback guarantee.

3. The director is advised to consult the designers for health and safety

considerations in the design of the mobiles. The modifications need to be incorporated in the new sets and the company’s efforts in this regard should be published.

 Conclusion:

            The above-mentioned issues have had considerable adverse effects on the affection of the customers with our company. Although it is not quite unusual to have temporary issues of this sort, the overall situation could be improved by considering alternate routes as suggested in the recommendations. This would earn the company customers’ satisfaction vital for the development of good public relations.