Scenario:

Your company Colesworths manufactures gym and personal fitness equipment which is sold to numerous retail chains and individual stores. A new competitor has entered the market and is taking away some of your company's market share. As there is no discernible difference in quality or price of your products compared to your competitor's products, higher management believe it is a customer service issue. They have asked you to detailing how these customers can be won back.

1.What strategies would you use to monitor product & service targets and standards?

2.Develop a strategy to obtain customer feedback in regards to the above.

3.Explain how you will use the following resources effectively to promote quality service to customers:

a.Equipment

b.Finance

c.People

d.Technology

4.What records and reports would be maintained by management? How would they be stored?

One of your largest customers, a popular retail chain, has communicated a major complaint to you. An urgent order was guaranteed by one of your customer service representatives but didn't arrive by the guaranteed date. The customer service representative admits they didn't book the transport company in time for the delivery to be made by the requested date. They claimed they were too busy and forgot about the request.

The Manager of this retail chain is very frustrated because this was the third time of not receiving the order by the guaranteed date even though urgency of the delivery was already discussed with the customer service representative of your company. Now they are thinking of leaving you and switching to different supplier. They are also asking to cancel the next two orders which were placed by the retailer this morning.

1.How will you overcome this problem with the client?

2.What adjustments would you make to service delivery to ensure such problems do not occur again?