can you look over these 2 decisions over and tell me if they… can you look over these 2 decisions over and tell me if they are good, Which one is better and if they meet all the requirements?The requirements are:You are the manager of a local “box type” store. Customers come to your store to stock up on basic items and to get great prices on everyday products. Today a couple came to one of your checkout stands. They wanted to know how they could get the gift card that was promised following a $50.00 purchase of some specific items. The checker did not know anyt ng about t s promotion. She called her supervisor and the supervisor indicated to the customer that your company never did that type of promotion and that the customers were wrong. The customers became visibly upset and said that they had traveled from another community to make the purchase and receive the gift card. The supervisor also told them to go home and reread the ad and if they were correct bring it into the store. At t s point, the customers passed on their desired purchase and checked out their other items. They immediately asked to speak to you. Now you must solve the problem.Incidentally, w le you are not familiar with the ad, the customer is correct and the ad did run in the paper. Describe what you would do if you were the manager. What would you do for the customers in question, if anyt ng? What would you say to the supervisor who initially dealt with the customers?Discussion # 1As the manager, I would apologize to the customer on behalf of my team for not providing accurate information to the customer. I would quickly gather the entire team and inform them of the promotion that is taking place. I, as the manager, would accept responsibility for t s mistake since it was an error of the entire team. In the future, I would make sure that all promotions are communicated to our entire team. Additionally, I would instruct everyone to read emails from the management on a regular basis. Similarly, I would require that every employee be informed of any promotion or event taking place in the organization in a daily briefing so that everyone stays informed. It is essential that the team learns customer service and provides customers with the best experience possible. To ac eve t s, it is essential that proper knowledge and understanding of the process as well as proper awareness and clear communication are in place. Also, I would direct the management to inform everyone if the company is running any special campaigns or promotions. Particularly, the marketing department would benefit from working closely with me in order to keep me informed of the latest developments that could be shared with the team.Upon apologizing to the customer, I would ask them to purchase any item worth $50 in order to receive the gift card. In order to rectify the situation, I would provide them with a $20 complimentary coupon Which they could use at any time in our shop. It would be my goal to bring a smile to their faces, as I am aware of how a negative experience can quickly translate into bad word of mouth for our store and can easily damage its reputation. Moreover, I would also communicate with my team regarding our mistake and inform them honestly that t s problem arose due to the lack of awareness. However, I would also inform them that we would work to prevent a repeat of such an incident in the future.I would instruct the supervisor to always be courteous to customers, regardless of the fact that they are wrong. In addition, I would warn them never to endorse a customer’s search for somet ng and seek proof in order to claim the benefit. Instead, we can politely ask the customer for some time so that we can cross-check with the management and then get back to them if there are doubts. I would ensure that they are corrected privately. I would suggest that they handle customers with care and not rush to conclusions. Due to the lack of awareness and communication gap, t s would be a serious issue that would be addressed made to ensure there is proper awareness of the various developments and ongoing process in the organization along with the effective flow of communication wit n the team and across the management.Discussion #2In my position as a manager, I would properly address the issue and intervene in the dispute between the supervisor and the customer. Politely offer an apology to the customer for the misunderstanding about the said promotion and tell them that if they could wait for a w le or if not just offer them some remuneration (reward) with their other purchases and ask them for their contact details, if any, then I would get back to them once the promotion has been clarified with the concerned department in the head office. As soon as the details of the said offering have been clarified, the manager can request a memo regarding the said promotion, Which would then be relayed to all employees in the company, along with instructions on how to approach customers.?If the customer is unclear about the promotion, and since the promotion has not yet been clarified, the manager may choose to provide them with other special rewards (such as discounts) as a way to show appreciation and apologize for any confusion relating to the topic. Furthermore, if the customer allows the staff to collect their contact information, Which would be much better, the staff can contact them once the specifics of the promotion have been clarified and proper information has already been distributed wit n the store and among the employees.In regard to the unet cal conduct of the supervisor, I would not blame them, rather I would inform them on how to appropriately deal with customers in such a situation. There was no fault on the part of the employees, as neither the customer nor the employees knew about the promotion. In t s case, it was just an example advertising error that was broadcast but not relayed yet to the concerned employees of the company. For employees to be able to perform their duties et cally, they should have a thorough knowledge of the company and the customers as well. It is not just the company’s sales that will determine its success, but also the level of customer service it provides Which will cause them to establish positive relations ps with its customers. Business BUSINESS CB004
by | May 18, 2023 | Uncategorized
can you look over these 2 decisions over and tell me if they… can y
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