It can be clearly understood that the consumer, who is otherwise the real asset for nay organization, was not being treated in a desirable manner. There is no gain stating the fact, that each organization if willing to sustain itself in future must pay proper heed to the needs as well as the expectations of the consumers. An organization is able to leave a positive impact on the consumer not only through the quality of the product sold, but also through the quality of the service offered to the consumer, before or after the sale of the product (Yang 2012).
The importance of workplace documentation in an organization cannot be overemphasized. The workplace documentation explains the rules, regulations and ethics of an organization in a written form. The organization at hand should have a hard copy of the Do’s and Don’ts of a customer service. Further, the employees seemed absolutely clueless about the demands and requirements of the consumer. The employees should have books, or papers providing overview of the products getting sold. Again, workplace documentation is also important because it helps an organization keep the details of each and every incident that is happening in an organization. However, the most important function of documentation is that it helps the managers or the owners communicate effectively, the important messages as well as the instructions to the concerned employees. In this case, the organization apparently did not have any documentation, stating and explaining the guidelines for workplace ethics. Hence, in absence of any manual guide, the employees behaved in whatsoever way they liked. With the implementation of employee documentation, the working staffs will tend to be more cautious and alert, while behaving or dealing with the consumers. Undoubtedly, the instructions must have been orally communicated to the employees, but it is only through written communication, does an organization succeed in passing a strong message to its employees. The employee handbooks can effectively solve the problems, such as misbehavior and indifference towards consumers, or even it can be successfully employed for the purpose of resolving workplace disputes. The workplace documentation is an effective way of communicating the work rules and business policies to each of the employees (Hart et al. 2014).
Bizops Store, Kingston
It is with great regret we acknowledge that we have received your letter. We owe you our apology for having you encountered a poor customer service at our showroom. We would like to apologize to you for the undesirable and absolutely objectionable treatment that you received from the employees of our store.
First of all, I am personally apologizing for the inconvenience you faced at our store. I would like to ensure that now that we have received your complaint, we would try everything in our hand to ensure that such things do not repeat in future. I would like to thank you for having identified the employee, and having mentioned her name to us. We would like to inform you that we have already taken effective step against the working staffs involved, and we are ensuring that such things do not happen on part of our staffs in future.
I would like you to know that we value each of our consumers, and the vision of our organization is to let our customers avail the best products as well as the service of our organization. Having said that, I would request you that you are free to provide us with any kind of feedback in future. We look forwards to your co-operation, as we are eager to continue serving you.
Thank you for your support,
Mrs. Dorothy Burton
2965 Diamond Gully Road
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Hart, M., Taraba, P. and Tomaštík, M., 2014, May. Drawing of layout documentation as the basis of logistics management system of a company literature review, new methodics, case study. In Advanced Logistics and Transport (ICALT), 2014 International Conference on (pp. 356-361). IEEE.
Kim, I. and Watada, J., 2014. Consumer and service characteristic segmentations in services marketing using a biologically systematic computational method. IEEE Systems Journal, 8(4), pp.1227-1235.
Lewis, B.R., 2013. Customer care in service organisations. Marketing Intelligence & Planning.
Oliver, R.L., 2014. Satisfaction: A behavioral perspective on the consumer. Routledge.
Solomon, M.R., 2014. Consumer behavior: Buying, having, and being. Engelwood Cliffs, NJ: prentice Hall.
Yang, Y.F., 2012. STUDIES OF TRANSFORMATIONAL LEADERSHIP IN CONSUMER SERVICE: LEADERSHIP TRUST AND THE MEDIATING--MODERATING ROLE OF COOPERATIVE CONFLICT MANAGEMENT.Psychological reports, 110(1).
Yang, Y.F., 2012. Studies of transformational leadership in the consumer service workgroup: cooperative conflict resolution and the mediating roles of job satisfaction and change commitment. Psychological reports, 111(2).
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