Reference no: EM132264048

Assignment - CASE STUDY

Scenario:

You are working as the Sales Manager for Cape Tisbe International, that imports products from Asia (including direct from manufacturers in India and China), and on-sells them to retailers throughout Australia and New Zealand.

One of your major Australian clients, Good Gear Pty Ltd, has not been happy with either the products in their latest shipment, or the response they have received from the sales team internally about delivery schedules.

They currently spend around $10M per year on buying goods from your company, and their Managing Director, Tim Halfpenny, has had a meeting with you to discuss the poor customer service his staff have been receiving from Cape Tisbe International.

Tim is threatening to buy all of his products from a different company, unless you provide him with a report that will address the customer service issues. Specifically, he wants you to address the following:

a. How you will ensure that the products they receive will be of the highest quality and delivered in the timeframe agreed;

b. How quickly and in what way the sales staff will respond to issues raised by Good Gear Pty Ltd;

c. What training will be provided to your sales staff to ensure they respond in the right way.

The third issue is an internal issue, and you would not normally discuss this with an external organisation. However, you don't want to lose their business, so you know you need to write a report that will address these issues, so that Tim Halfpenny will be happy to continue business with Cape Tisbe International.

At the same time, you need to also look at the Customer Service Policies that Cape Tisbe currently has, and maybe think about updating them.