Reference no: EM133333816

Case Study: Swan Cellular Limited is a start-up mobile retailer that specializes in selling and repairing mobile phones to customers. The company operates out of a storefront that is located in the heart of New Kingston. The company offers a broad range of cellular phones including Samsung, Blu, iPhones, Nokia, Alcatel, and many others including their accessories. The company employs nine (9) employees, which include Customer Service Agents, IT Specialist, Accountant, and Manager.

The store has merchandise that is cost-effective, high-tech, and attractive with state-of-the-art fixtures and fittings. This has created a niche and hundreds of customers flock to the store weekly. The manager, John Mason is pleased with the progress of the store and decided to broaden the service scope by implementing an automated teleservice system that allows customers to purchase mobile phones over the telephone and the phones will then be delivered to them at a small fee.

Within a month after the system was implemented, customers were frustrated with the service delivery offered by the telephone agents. Sometimes it is nearly impossible to get an agent and the automated system just repeats the same thing over and over again. Callers were being placed on hold for extended periods and the problems still not resolved.

Due to the number of customers who come into the store, the customer service agents are overwhelmed and there are instances when customers' requests are not met. This caused customers to become irate and the agents sometimes provide poor customer service. In addition, there are no policies and procedures created in dealing with the service delivery provided by the company and these have caused both agents and customers to become frustrated.

The issues were brought to the attention of the manager who realized the importance and benefits of developing and implementing policies, procedures and strategies to streamline the organization's service delivery. In addition, he understands the implications the issues above may have on the store's profitability and decided to seek help from an expert to fix the issues as quickly as possible.

Question 2 Differentiate between the terms "internal" and "external" customers. Give ONE (1) example of each.

Question 3 Explain TWO (2) essentials that Swan Cellular Limited can benefit from, by implementing policies and procedures within the company.

Question 4 Illustrate THREE (3) methods management can use to communicate and infuse policies and procedures to staff members' roles and responsibilities.

Question 5 Strategies are the plan of action to improve a situation. Recommend ONE (1) strategy that Mr. Morgan can employ to elevate some of the issues the company is experiencing.

Question 6 Quality customer service is important for the attainability of a company. Describe the term 'quality customer service.

Question 7 Assess how technology contributes to quality customer service.

INSTRUCTION: Read the following carefully before answering the questions

Question 8 Kris is one member of a team responsible for stock control within the organization. He places orders for products and services, receives and checks deliveries, conducts stock taking of storage areas and provides product costs to outlet or customer service managers.

He has worked for the organization for five years and you are about to complete his annual performance appraisal.

Kris is a good, reliable employee who knows his job role well. Feedback from his direct supervisor indicates he completes his assigned tasks every day but never takes on additional work without being specifically requested to. If it is a quiet day, he will go and chat to other staff members rather than show initiative and ask what other tasks can be done.

In the last six months, errors have started to appear in his work. Several delivery forms have been incorrectly completed and incorrect orders placed for larger than required quantities on at least five occasions that you know of. You have copies of delivery dockets and order forms Kris has completed to support your observations and the supervisor's feedback. These inaccuracies have led to increased wastage as the poor quality stock has been accepted when it should have been rejected. Kris was provided guidance and offered assistance when they were first identified but he rejected all assistance, saying they were one-off occurrences.

Question 9 Kris has worked for the organization for some time. State TWO (2) ways expected standards of performance can be communicated to Kris during this period.

Question 10 Specify TWO (2) roles of accountability that performance appraisal system plays in an organisation, as it relates to using consultative methods, techniques, and protocols.

Question 11 Your organization uses a graphic rating scale as its appraisal method. Briefly explain this method.

Question 12 Discuss THREE (3) techniques that should be used when communicating with Kris in the appraisal meeting, including techniques for dealing with special needs.

Question 13 Prior to the formal appraisal, Kris is asked to do a self-appraisal. Explain what a self-appraisal is.

Question 14 You are Sophie's manager. Recently, you received feedback from other members of the team that her attitude toward customers is below organizational service standards. One team member described her as slow to offer assistance, unhelpful when she does, and quick to pass the customer on to someone else if they require anything more than basic products or services.

Question 15 Define the term service standards considering industry codes of practice relating to the Consumer Credit Code and Privacy Act.

Question 16 You decide to monitor Sophie's performance over the next week. Argue the validity of the feedback on the issues of her performance, citing TWO (2) examples.

Question 17 Describe THREE (3) steps involved in assessing and managing underperformance through informal feedback and coaching, including relevant legislation from all levels of government that is Occupational Health and Safety, Equal Opportunity, Industrial Relations, and Anti-Discrimination.