Tam Customer Services Case
Appendix
1. What can we do about lost sales due to poor customer service by outside “contract” sales staff?
Get rid of contract sales staff altogether. When they do not show some customers already resort to placing their orders online so why not make that a standard and skip the middle person. Furthermore, it will save money from being put into the contract, and losing funds when contractors take money they feel they are owed off the top before turning the cash in.
2. How can we restore the attractiveness and power of the TAM brand for major customers so they aren’t lured away by low-cost, low-quality competitors?
TAM can recharge their brand keep the price at a low cost and doing more effective advertising such as internet, tasting booths, …show more content…
How can we reduce collection time from 54 days to less than 40 days without alienating the very customer base TAM is trying to attract and retain?
TAM is not going to always make everyone happy. They have a payment term and conditions and first need to internally abide by them. Second, they will notify customers about the changes and charges that will be implemented and then enforced. If they do not want the incurred charges, then they will comply. If not, then they will be charged. If banks are not releasing the money until a certain time, then that can be worked out. However, if payments are simply being paid late or overlooked then TAM have to hold them accountable. 5. What decisions should we make regarding experimentation with new tea varieties, such as the “Christmas Mint” tea that fell flat last season? Can we afford to continue such experiments? Can TAM afford to stick only to its basic teas and not compete in the “new and improved” tea market so heavily advertised by competitors?
TAM can and will compete with introducing seasonal teas. Money that was going to the contract sales staff will be redirected to making their seasonal tea sales a success.
6. What haven’t we thought of? Where else can financial advantages and process efficiencies be
1. What can we do about lost sales due to poor customer service by outside “contract” sales staff?
Get rid of contract sales staff altogether. When they do not show some customers already resort to placing their orders online so why not make that a standard and skip the middle person. Furthermore, it will save money from being put into the contract, and losing funds when contractors take money they feel they are owed off the top before turning the cash in.
2. How can we restore the attractiveness and power of the TAM brand for major customers so they aren’t lured away by low-cost, low-quality competitors?
TAM can recharge their brand keep the price at a low cost and doing more effective advertising such as internet, tasting booths, …show more content…
How can we reduce collection time from 54 days to less than 40 days without alienating the very customer base TAM is trying to attract and retain?
TAM is not going to always make everyone happy. They have a payment term and conditions and first need to internally abide by them. Second, they will notify customers about the changes and charges that will be implemented and then enforced. If they do not want the incurred charges, then they will comply. If not, then they will be charged. If banks are not releasing the money until a certain time, then that can be worked out. However, if payments are simply being paid late or overlooked then TAM have to hold them accountable. 5. What decisions should we make regarding experimentation with new tea varieties, such as the “Christmas Mint” tea that fell flat last season? Can we afford to continue such experiments? Can TAM afford to stick only to its basic teas and not compete in the “new and improved” tea market so heavily advertised by competitors?
TAM can and will compete with introducing seasonal teas. Money that was going to the contract sales staff will be redirected to making their seasonal tea sales a success.
6. What haven’t we thought of? Where else can financial advantages and process efficiencies be