Beau Street Runner, Ltd: A Case Study

The skills necessary for customer service within Beau Street Runners, Ltd include communication, listening, self-control, positivity, assertiveness, conflict resolution, empathy, depersonalization, taking responsibility and related skills. The best learning theory for this organizations will be the cognitive learning theory. This is because the Beau Street Runners, Ltd is currently effective in environmental training and they perform better with it. However, psychology and human behavior possess the most challenges. The cognitive learning theory will create better employees because they will know more about customer service.
Behavioral and cognitive issues will influence the organization's performance. For example, Beau Street Runners, Ltd (BSR) customers indicated on a survey that their courier was “curt” and “unresponsive.” They also stated that the courier was not able to explain why the package was late and that they were scared by the messenger. When there is a positive effect on the couriers cognitive changes and behavioral changes the organization will have positive influences on the performance of the organization (Morales, V.J., Ramos, M., T. and Rojas, R.M., 2012). Based on this information an individual can see that the customer service is disjointed.
For the client to be successful, they have to have excellent customer service.
With excellent customer service, the customers will want to continue to use the company to have their packages delivered. The client's support is destitute within Beau Street Runners, Ltd and they make little or no effort to check the customer service department even though invest a significant amount of resources for self and packages defense. Some customer complaints are extremely high with a ration of 5:8 meaning that it is a major problem. Knowing this information will give the organization the information needed to be able to complete training that is suitable for the company that will be
profitable.
The training will have to be required for associates at all levels of the enterprise (Halim & Ali, n.d.). It also has to include teaching the new and old employees the importance of having the best behavior when dealing with customers. An effective training program for Beau Street Runners, Ltd includes psychological triggers for clients, communication, personal etiquette, time management, and skills necessary in customer service. Psychological triggers include a personal touch, reciprocity, and remaining royal (Celmer, 2008). This will increase strong capabilities and competencies for customer service.
The training program for Beau Street Runners, Ltd will require a commitment to customer satisfaction from the top of the company to the couriers who deliver the packages. The managers in the company will have to determine the best way to serve the customers. The first step is to set up a questionnaire to determine what the customers fill are the good and bad qualities of the organization. This move has already been completed because customers have already stated that there is an issue with the couriers appearances, inability to answer questions for late packages, and language barriers (Gile & Ogden-Grable, 2010). Integrity and reliability also have to be taught in training while adhering to the organization's protocol and procedures because it will assist the company with communication.
Communication needs to be emphasized on personal communication skills because it will help in winning customers (Gile & Ogden-Grable, 2010). Couriers have to be able to talk appropriately to their clients to complete their jobs correctly. This also means that couriers will have to be able to communicate with individuals who speak different languages that may be spoken in the area of the organization. Couriers also have to understand workplace communication because they have to speak professionally and with words void of any dialect or colloquialism that would cause misunderstandings with customers during the couriers interaction with them (Gile & Ogden-Grable, 2010).
With personal etiquette the employees will look presentable has well as talking better with their clients. With time management the runners will be better able to plan their routes ahead of time which will limit the amount of lateness. The courier has to pay attention to their appearance because couriers only get one chance to make a great first impression on their customers. The company will need to implement a dress code that will require uniforms to be clean and well maintained (Gile & Ogden-Grable, 2010). References
Celmer, L. (2008, September). The Psychology of Customer Service - America's Best Magazine. Retrieved from http://www.americasbestcompanies.com/magazine/articles/psychology-customer-service.aspx
Gile, T. J., & Ogden-Grable, H. (2010, March). Create a five-star courier service. Retrieved from https://www.researchgate.net/publication/44576986_Create_a_five-star_courier_service
Halim, A., & Ali, A. (n.d.). Chapter 15 - Training and professional development. Retrieved from http://www.fao.org/docrep/W5830E/w5830e0h.htm
Morales, V.J., Ramos, M., T. and Rojas, R.M. (2012). Cognitive and behavioral dimensions in organizational learning: influencing on organizational performance. International Journal of the academy of Organizational Behavior Management. 1(1):2012-2014