MKTG 103 Customer Service
1. The Tiana Cleaning and Housekeeping services has been operational since 10 years. The company has started to grow more effectively since the 5th year. The company has been able to operate effectively in the industry after a few initial setbacks. As of now it has a strong base in the industry.
2. The company as of now has around 200 employees. Thus, it can also be said that it is a medium sized enterprise. The employees working in the sales department are 20 in number. The employees have grown from 150 last year to 200 for the company. The sales department has grown from 12 people to 20.
3. The major functions of the sales department of the company is to negotiate with potential customers, create advertising and promotional materials, approach the partner companies to coordinate effectively in regards to the customers they can provide to the company. Moreover, the department also have to maintain effective data in regards to the increase or decrease in sales. The department is also engaged in approaching new customers and making them aware of the services being provided. The department at times does free samplings of the organic products that are sold internally to the customers.
4. It is a very challenging environment. We have to maintain effective communication with the other departments and mainly with the management. Moreover, we have to communicate effectively with potential customers and the other companies as well. We are assessed on the basis of how much we are able to contribute towards increasing the sales of the company.
5. Managing the functions are tough. Hence, division of roles are done in order to effectively address all the functional areas. The department is divided into managers, subordinates, planners and data collectors.
6. In the past the company struggled in regards to catering to large number of customers. The scope of service of the cleaning services were not large enough. The company presently have improved its services and are able to cater to larger number of customers. Technology has also significantly improved.
7. This is an effective way of maintaining the customer base and the two other companies are greatly effective in providing long standing customers. The company is also trying new means to get customers from outside as well. The sales department is increasing its functional areas for better future promotion.
8. The future prospects of the company is good. Presently the company is witnessing slow but steady growth. However, there is ample scope for better growth in the future.
1. The Company is 8 years old. It is a significant amount of time to be in an industry. The company has been able to garner substantial reputation in this time.
2. The shop provides grooming services for women. Thus the company offers services like body nail polishing, waxing, hair removal, hair cutting, hair dressing, massage and other forms of grooming services for women. The shop also sells some organic health product to customers.
3. The Company presently has around 70 employees. Thus, it can be said to be a small sized company. The sales department of the company consists of 8 people.
4. Alignment of customers with business enables companies to meet the expectations more accurately and enhance their satisfaction levels, which in turn paves way for revenue generation. This strategy creates realistic expectations about the products of the company. For example, Ongles Venus Nails on its official website clearly mentions the services it provides and its locations. This enables the salon create a transparent image of itself among customers. This transparent image enable the Salon attract more customers and generate higher revenue.
5. The salon enjoys a high level of customer satisfaction which is evident from its sizeable base of loyal customers. The loyal customers also provide the service personnel with references whom the marketing team of the salon approach with the beauty service offerings. The high level of customer satisfaction is also evident from the large number of advance bookings for beauty services at the salon.
6. The level of service error reduction in Ongles Venus Nails is high which is evident from lowering numbers of customer complaints. The managers of the salon on receiving a complaints from customers regarding service quality take steps to rectify the service error. The concerned staff members are offered training to empower them to provide better services to customers.
7. The salon uses customer information and customer outreach strategically. The management use customer information to improve the services of the salon to enhance customer satisfaction.
8. Despite many issues within the operations, Ongles Venus Nails is a closely knit family when it comes to employees and managers. The thing that majority of the employees would like to become better is the coordination of the management.