Busn258 CasestudyIAS
1. If you were an owner or leader in this business, what could you do to help employees understand the value of excellent customer service?
I would call a meeting and be honest with my employees, let them know that not only the business depends on it, but their jobs as well. I would take them to a place that has excellent customer service and let them see and interact with the employees there to get a sense of how things are different in comparison to how things had been ran on our side. And last, I would schedule them to attend team building and customer service training workshops.
2. Who are your external customers and what are their specific needs? (Describe at least three.)
Our external customers are the working-class people who are looking for a good car at a decent price. They can also be people who are looking for a good reliable starter car for their child or someone who has recently repaired credit and aren’t looking to take out a huge loan and get back in over their heads. Since we are marketing the repair aspect, they are people who are looking for a reliable garage to take their vehicles to. A place that will do the job at a good price with the quality of an auto dealer garage. And lastly, we have a contract with the local government cars. This is huge because this leads to possibly more ongoing business, we need to be dependable to them.
3. Who are your internal customers and what are their specific needs? (Describe at least three.)
Our internal customers are our employees. They need us to be dependable managers to them, show them that we care enough to make sure that they are provided with the tools necessary to do their jobs right. They need our support, we must provide them with proper training to allow success for them personally as well as for the company. They need a reliable work environment, steady business which ensures job safety. As the owners we can never fully guarantee that, but we can show them we are doing our best to keep
I would call a meeting and be honest with my employees, let them know that not only the business depends on it, but their jobs as well. I would take them to a place that has excellent customer service and let them see and interact with the employees there to get a sense of how things are different in comparison to how things had been ran on our side. And last, I would schedule them to attend team building and customer service training workshops.
2. Who are your external customers and what are their specific needs? (Describe at least three.)
Our external customers are the working-class people who are looking for a good car at a decent price. They can also be people who are looking for a good reliable starter car for their child or someone who has recently repaired credit and aren’t looking to take out a huge loan and get back in over their heads. Since we are marketing the repair aspect, they are people who are looking for a reliable garage to take their vehicles to. A place that will do the job at a good price with the quality of an auto dealer garage. And lastly, we have a contract with the local government cars. This is huge because this leads to possibly more ongoing business, we need to be dependable to them.
3. Who are your internal customers and what are their specific needs? (Describe at least three.)
Our internal customers are our employees. They need us to be dependable managers to them, show them that we care enough to make sure that they are provided with the tools necessary to do their jobs right. They need our support, we must provide them with proper training to allow success for them personally as well as for the company. They need a reliable work environment, steady business which ensures job safety. As the owners we can never fully guarantee that, but we can show them we are doing our best to keep
References: Timm, P. R. (2011). Customer service: Career success through customer loyalty. Upper Saddle River, NJ: Prentice Hall.