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Building a customer-centric workplace

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"Building a Customer-Centric Workplace"

Suppose that the company "FACEBOOK" decides that it is time to shift to an organization-wide focus on satisfying customers. Recently you were named supervisor of the customer service department to help lead this change in that department.

You have been working in the department for ten years with excellent performance evaluations. There are 10 other members of your department, and they come from diverse backgrounds. You were promoted from within, and have many friends in the department. Some of them do not do their jobs properly, or well. Overall, the department is a mess, with a large number of problems - unhappy customers, poorly performing staff, bad attitudes, etc. The previous supervisor was disrespectful to women and minorities, which caused some distrust toward management. He was also incompetent and generally disliked. Employees were generally happy about his firing, but a few remain his strong supporters and feel he was dismissed unfairly. There are some hard feelings.

The department's current average customer service rating has dropped to a new low of 3.2 out of 5 stars. Your goal is to increase that average to 4.5 out of 5 stars within one year. The company lost 20 longstanding customers in the past year. Your goal is to win back 10 of them.

You are starting from scratch. Nothing you will need is in place to assist you in your efforts, apart from the 100% support of your boss and top management. You have full approval and authority to do what is necessary to accomplish your objectives.

QUESTION: Communication:

a. Explain why communicating with people inside and outside the company will be crucial.

b. Discuss how you will reach people most effectively.

c. What guidelines will you follow?

d. What methods will be best for reaching customers? What methods will be best for reaching employees and communicating with your boss and other higher-ups?

Reference no: EM133255089

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