Human Resource Management Case Study?
Please Help figure out what should be done....
ABC Ltd is a retail chain selling camera equipment and supplies to professionals and the general public. Feedback surveys completed by its customers have recently highlighted customer service problems, including ignorant or uninformed staff and ‘indifferent or in attentive staff’.
ABC has traditionally recruited photography enthusiasts to work in its stores and has not so far felt the need to offer training in either technical knowledge or customer service skills. The manager of one store, Ayesha Ahmed, has been heard to say: ‘Photographers know what they want, and they know that can get it from us. Training is a waste of time and resources.’
As a new appointed assistant manager of ABC Ltd you decide that the feedback surveys give sufficient impetus for you to recommend a new attitude to training.
It costs seven or eight times more to recruit a new customer than it does to keep an existing customer! Poor customer service is the slow erosion of a company. It appears you have your answers already! A new attitude cannot be taught. What needs to be implemented is training and a reward system. I am a management consultant in the US and have done work in enhancing customer service for clients.
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