Customer Service

Please read Exhibit 4.13 on page 99. What systems and processes should be put in place to deliver outstanding customer service at that location?

Post your initial response by day four (Thursday) your post is to be 250 words plus

file:///C:/Users/owner/Downloads/ebscohost.pdf

AND PLEASE RESPOND TO THESE TWO POSTS BY TELLING IF YOU AGREE OR DISAGREE ON SOMETHING AND ELABORATE BUT NOT POINT OUT WHAT THEY COULD AND COULD NOT DO.

Arbutus – As being in the hairstyle business all my employees are very important to me I wanted to have the right training so they can beEmpower with good information to make decisions that are right for my customers so I send them out for training every three months so they can give my clients the valuable service that they deserve. Yes, I have made some changes and one of the changes was instead of one month of training they had three months of training. Also in the hair salon business my clients like to feel valuable they like to feel comfortable when they get their hair done.

We tried to make them feel comfortable by interacting with them in conversation sometimes a client may come in feeling down and we talked to them and they feel like they are one of the family which I know in my family we treat each other very good. When we give a service we go beyond and above for them by delivering a good cut hair, color, and styling services that will please them. We also make sure that we have all our material that a client would need to get their hair done

We make sure that all our equipment working at the beginning of the day before the first client comes it also make sure that we have the kind of books that our clients like to read while they get their hair done and that the TV is on, and Wi-Fi, and we make sure after each style is done they clean up for the next client. All my stylist knows to greet all the clients with a date during a here are not they welcome them and treat them like family.

In my reading about the cell phone charger stopped working the first person should have taken the time and put all the information that was needed into the database no matter how busy they are at that time they were not thinking about the customer was more thinking about making their quote. I myself I would exchange the charger being that it had the data and their best said when she bought the phone so I would have exchanged it then at the end of the day I would talked to my supervisor about it.

If I was a customer in my own business the things I would like to change is getting a bigger location for my hair salon business to accommodate more of my clients during hair in a house is fine when you first start out with them when your clients start telling everyone about you and they come and get their hair done you need to get a bigger building so thatís what I would change.

                                                   References

Reider.  R. (2008). Understanding The Small Business Environment Published by John Wiley & Sons, Inc., Hoboken, New Jersey.

http://managementhelp.org/blogs/customer-service/2010/08/05/empowered-employees-for-a-unequivocal-customer-experience/

http://www.beautyschoolsdirectory.com/blog/ne/ws/what-customers-want-in-a-salon 

 

Robert – There are several factors here that could have made the customerís exchange work smooth and the warranty honoured.  The easiest solution would if the customer had saved the receipt to show the date of purchase. The second solution would have if the employee that sold the item had followed company policy and inter the customerís cell phone number and did the transaction correctly. I feel the correct system was in place for outstanding customer service but it was not followed by the employee at the time of the original sale. The next problem to look at is how employees handle the store policy. I have worked many years in retail and know how the holiday season can be very busy and employees feel rushed when the store is full of customers that are impatient to be served. To me the problem is directly with the employee that sold the charger. The employee did not follow store policy for properly recording all sales. The policy was in place so that warranties could be activated   and horned.  I have been in stores that sell items that require a warranty have a policy where the customerís personal information must be entered in to the computerized cash register before a transaction is started. I have been in stores where when an item that has a warranty offered, a question pops on the cash register to be answered before the employee can finish or move forward with the transition. I feel that if either one of these system were put in place then the warranty would show up in the computer and could be honored. I think the best solution would be to have a policy that the employee could use their decision if the customer was being honest about their purchase and give the customer a new charger. This time the employee would record the transition correctly to avoid future problems. The easiest and best solution for both the business and the customer would be for the employee honor the warranty and make the customer happy. This way the customer would be happy and would continue to do business at that location. The business would benefit from a positive review and the loss of the charger would be minimal.

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