Case Study on Effective Communication
Title: Segregation of Key Customer
Executive Summary:
The case comprises of a customer who want to replace the shoes by mistakenly understanding it from Second Stock. Staff of the firm tries to convince them with help of good Communication skills & by make him understand company policy, but failed to do the same. They asks help from headquarters to resolve problem & head quarter suggest to segregate key customers & if he is one of them then give him premium otherwise gently deny demand of customer.
Statement of Problem:
It is very necessary for the company to Segregate Key Customer, understand grievances of them & help them out either he is wrong or not for long time benefit of the firm. In this case Devox Sports Shoes Showroom is facing the same problem.
Case:
Mr Oberoi is a customer of Devox Shoes. He feels that he purchased second hand shoes from the showroom of the firm. He insist Rahul, a sales person to take it back & give another new pair of shoes. Rahul tries to explain the company policy of not selling second hand items to customers. But, Mr Oberoi refuse to accept it. Mr Sharma, the manager of showroom intervene when notices the situation but was unable to convince Mr Oberoi. Rahul asks HO for solution of the problem & Mr Khare, the general manager of sales suggest to understand the key customer. If he is the one, give them fresh pair & if he is not, please deny his requirement.
Scope of Analysis:
The assumption made is that the company do not sell second stock. Here reference taken is only communication that held between customer & staff of the showroom.
Alternative Solution & their Evaluation:
1) If Any Customer asks to replace shoes & firm replace the same without any hesitation. Merits: Customer will be happy & will become loyal customer. He will suggest to others Demerits: He may fool company by false claiming.
2) If Any Customer asks to replace shoes & firm deny the same as per the company policy. Merits: Fraud will be
Executive Summary:
The case comprises of a customer who want to replace the shoes by mistakenly understanding it from Second Stock. Staff of the firm tries to convince them with help of good Communication skills & by make him understand company policy, but failed to do the same. They asks help from headquarters to resolve problem & head quarter suggest to segregate key customers & if he is one of them then give him premium otherwise gently deny demand of customer.
Statement of Problem:
It is very necessary for the company to Segregate Key Customer, understand grievances of them & help them out either he is wrong or not for long time benefit of the firm. In this case Devox Sports Shoes Showroom is facing the same problem.
Case:
Mr Oberoi is a customer of Devox Shoes. He feels that he purchased second hand shoes from the showroom of the firm. He insist Rahul, a sales person to take it back & give another new pair of shoes. Rahul tries to explain the company policy of not selling second hand items to customers. But, Mr Oberoi refuse to accept it. Mr Sharma, the manager of showroom intervene when notices the situation but was unable to convince Mr Oberoi. Rahul asks HO for solution of the problem & Mr Khare, the general manager of sales suggest to understand the key customer. If he is the one, give them fresh pair & if he is not, please deny his requirement.
Scope of Analysis:
The assumption made is that the company do not sell second stock. Here reference taken is only communication that held between customer & staff of the showroom.
Alternative Solution & their Evaluation:
1) If Any Customer asks to replace shoes & firm replace the same without any hesitation. Merits: Customer will be happy & will become loyal customer. He will suggest to others Demerits: He may fool company by false claiming.
2) If Any Customer asks to replace shoes & firm deny the same as per the company policy. Merits: Fraud will be