🏷️ LIMITED TIME OFFER: GET 20% OFF GRADE+ YEARLY SUBSCRIPTION →
Log in
Finance
1
answer
0
watching
65
views
25 Jul 2019

Waiting Lines

Discuss the significance of waiting line costs.

Here, ensure to address the importance of satisfied customers, arrival points, and service characteristics.

Watch
1
answer
0
watching
65
views

For unlimited access to Homework Help, a Homework+ subscription is required.

Patrina Schowalter
Patrina SchowalterLv2
27 Jul 2019

Unlock all answers

Get 1 free homework help answer.
Already have an account? Log in
Share

Related questions

Recently, some branches of Donut Shop, Inc., have dropped the practice of allowing employees to accept tips. Customers who once said, "Keep the change," now have to get used to waiting for their nickels. Management even instituted a policy of requiring that the change be thrown out if a customer drives off without it. As a frequent customer who gets coffee and doughnuts for the office, you notice that the lines are longer and that more mistakes are being made in your order. Explain why tips could be viewed as similar to stock options and why the delays and incorrect orders could represent a case of agency

costs.

If tips are gone forever, how could Donut Shop reduce these agency costs?

home / study / business / finance / questions and answers / keeping the customers satisfied shelly sanders ... Your question has been answered Let us know if you got a helpful answer. Rate this answer Question: Keeping the Customers Satisfied Shelly Sanders has... Bookmark Keeping the Customers Satisfied Shelly Sanders has just been promoted to supervisor of the home furnishing department of the large department store where she works. The store manager made it clear to her that her first challenge was to turn around the poor performance of the department, particularly in sales, which were below budget, and customer satisfaction. The department receives more complaints than any other in the store (although it rates about average in the chain). Dissatisfied customers contribute to a poor reputation in the community, which translates into poor sales. Shelly decides she needs to learn about the department’s current customers and find out how they feel about purchasing from it. Her first move is to check the department’s information on repeat business. There is none. Next, she hunts out the department’s customer suggestions and complaints records to analyse and finds a notebook of scrawled customer comments and queries- all negative. Wondering how valid the information is, but realising she probably won’t find anything better, she draws up a check sheet to break down complaints and suggestions by frequency and type. Then she transfers the data onto Pareto charts and finds that the most common cause of customer dissatisfaction is problems with the delivery of furniture customers have ordered. On investigation, she finds that, when furniture is ordered, the manufacturer quotes a lead time, which sales staff pass on to their customers. The manufacturer is often late with delivery. In turn, manufacturers often blame their suppliers for late delivery of raw materials, However, because the store has no tracking system, the first the staff in the furnishings department hear of a problem is when customers ring up to complain that their order is overdue and ask when they can expect delivery. The staff then have to search through back orders, check with suppliers to find out the new delivery date and ring the customer back. This is time consuming and creates ill will between customers and the store. It’s also difficult for the staff to find the time to track down late orders, since their priority is meant to be serving customers and ensuring the display area is well presented. (Reference: Cole,K (2010).Management: theory and practice) Based on this case study, assume you are a customer service staff and answer the following questions: Outline the concept of internal and external customers; provide examples using this case study. List the internal and external customer’s needs of the home furnishing department. Outline how you will identify the customer’s needs? Identify the causes for the customer service problem in the home furnishing department. Provide suggestions to improve the customer service at home furnishing department. “Quality customer service adds value”. Using this case study as an example, discuss this statement. Develop policies and procedures to avoid any delay in delivering furniture to customers. Explain how you will ensure customer’s requirements are met? Provide a strategy. What lessons can you learn from this case study?

Keeping the Customers Satisfied

Shelly Sanders has just been promoted to supervisor of the home furnishing department of the large department store where she works. The store manager made it clear to her that her first challenge was to turn around the poor performance of the department, particularly in sales, which were below budget, and customer satisfaction. The department receives more complaints than any other in the store (although it rates about average in the chain).

Dissatisfied customers contribute to a poor reputation in the community, which translates into poor sales. Shelly decides she needs to learn about the department’s current customers and find out how they feel about purchasing from it. Her first move is to check the department’s information on repeat business. There is none.

Next, she hunts out the department’s customer suggestions and complaints records to analyse and finds a notebook of scrawled customer comments and queries- all negative. Wondering how valid the information is, but realising she probably won’t find anything better, she draws up a check sheet to break down complaints and suggestions by frequency and type. Then she transfers the data onto Pareto charts and finds that the most common cause of customer dissatisfaction is problems with the delivery of furniture customers have ordered.

On investigation, she finds that, when furniture is ordered, the manufacturer quotes a lead time, which sales staff pass on to their customers. The manufacturer is often late with delivery. In turn, manufacturers often blame their suppliers for late delivery of raw materials,

However, because the store has no tracking system, the first the staff in the furnishings department hear of a problem is when customers ring up to complain that their order is overdue and ask when they can expect delivery. The staff then have to search through back orders, check with suppliers to find out the new delivery date and ring the customer back. This is time consuming and creates ill will between customers and the store. It’s also difficult for the staff to find the time to track down late orders, since their priority is meant to be serving customers and ensuring the display area is well presented.

(Reference: Cole,K (2010).Management: theory and practice)

Based on this case study, assume you are a customer service staff and answer the following questions:

Outline the concept of internal and external customers; provide examples using this case study.

List the internal and external customer’s needs of the home furnishing department.

Outline how you will identify the customer’s needs?

Identify the causes for the customer service problem in the home furnishing department.

Provide suggestions to improve the customer service at home furnishing department.

“Quality customer service adds value”. Using this case study as an example, discuss this statement.

Develop policies and procedures to avoid any delay in delivering furniture to customers.

Explain how you will ensure customer’s requirements are met? Provide a strategy.

What lessons can you learn from this case study?

Related Documents

FIN 305
Final Exam
Study Guide
FIN 305 Study Guide - Midterm Guide: Accounts Receivable, Jab, Net Income
raspberrywalrus786
FIN3403 Lecture Notes - Lecture 8: Operations Management, Theory Of Constraints, Production Schedule
azureswan19

Weekly leaderboard

Home
Homework Help 3,900,000
Finance 370,000
Start filling in the gaps now
Log in