The customer service perspective
The Customer Service Perspective
Coastlamps mission and strategy is directed with its potential, prospective and present customers. The potential customers include people who are building apartments to rent out, Five star hotel, traditional restaurants business owners, wedding planners, government who purchase lighting systems to repair street lights and regular customers who buy gifts or personal products for their own consumption. Considering this group of potential consumers, the level of customer service should be excellent to be in a position to keep the regular consumers.
The objectives of Coastlamps are to provide the best quality product to its local clients and from neighboring countries. They also aim at maintaining the current potential consumers and look for ways of identifying new target market locally and internationally. In addition, Coastlamps makes sure that it offers accessible efficient and flexible services to its customers. In order to achieve this mission it strategizes its customer service in a way that they are in a position to deliver the best customer service. This means that the staff should be well trained in handling the consumers. They should be in a position to solve any misunderstanding with minimal supervision. The staff should be good listeners and ready to convince the buyers that their products are the best due to internal rivalry and substitutes and out compete their competitors (Brum, 2007, p. 1).Therefore in order to meet the mission of the organization, Coastlamps should invest more in training its staff how to meet the consumer services.
Objective Metric Target Initiative
To provide the best quality product to its local clients and from neighboring countries To achieve the production of quality products, the organization gets its products from Italy. The Organization also manufactures the lamp shades from local materials like bamboo, to make lamp shades that meet the customers’ expectations (Judi, Jenal, & Genasan, n.d., p. 3) To provide best quality products, the organization should have new designs in place to attract more consumers. Knowing the taste and preference of the consumers is the key to identifying was of creating products that meet consumer expectation. For example, coatlamps has a local manufacturing company that produces the lampshades that meets the demands of its consumers.
They also aim at maintaining the current potential consumers and look for ways of identifying new target market locally and internationally In order to identify new target markets, the company made it a point to recruit a business developer and analyst who is responsible for marketing the products to new potential consumers (Cadle, Paul, & Turner, 2010, p. 21). Good marketing skills will help the organization achieve its target goals. To be able to out compete its competitors, the business developer should identify new targets by liaising with contractors or interior decors. In addition, coastlamps can carry out expos to attract more consumers.
To offers accessible efficient and flexible services to its customers The customer service team is well trained on how to address the consumers and solve any issue that may not need the help of a supervisor. They also undergo training that gives them current customer service skills. The customer services are expected to have good communication and listening skills. In addition, they should be patient to achieve organizational goals. More training should be done to the customer service staff in order to sustain the current consumers and attract more. In the end, more sales will be made.
In conclusion, in order to achieve the customer service objective, the company should be ready to invest in training the employees and work in harmony. In addition, the marketing staff should be well equipped and ready to identify new targets that will increase the company sales effectively (Be prepared: Why you should invest in training even when times are tight, n.d. p.3). In the end, this will determine the future of the business.
Reference List
Be prepared: Why you should invest in training even when times are tight. (n.d.). Retrieved
March 6, 2013, from
http://www.snowdropkcs.co.uk/Files/Be%20Prepared_10-09.pdf
Brum, S. (2007). What impact does training have on employee commitment and employee
turnover? Retrieved March 6, 2013, from
http://www.uri.edu/research/lrc/research/papers/Brum-Commitment.pdf
Cadle, J., Paul, D. & Turner, P. (2010). Business analysis techniques 72 essential tools for
success. Retrieved March 6, 2013, from
http://www.bcs.org/upload/pdf/business-analysis-techniques.pdf
Judi, H. M., Jenal, R. & Genasan, D. (n.d.). Quality control implementation in manufacturing
companies: Motivating factors and challenges. Retrieved
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http://cdn.intechopen.com/pdfs/14857/InTech-Quality_control_implementation_in_manufacturing_companies_motivating_factors_and_challenges.pdf
