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Final Presentation

This presentation discusses the critique of the current customer relations program and proposes three necessary changes, including staffing, systems, and training. By focusing on hiring strong sales and account managers, implementing efficient systems, and conducting regular training, the company can improve customer satisfaction and drive revenue growth.

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Final Presentation

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Presentation Transcript

  1. Final Presentation Bob Eccles

  2. Customer service is defined by Lucas as… “The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in word of mouth publicity and return business.”

  3. Customer Relations Program Critique

  4. Three Needed Changes Staffing Systems Training

  5. Staffing • Store Manager • Asst. Manager/Sales Manager • Two Customer Service Reps. • Account Manager • Account Rep Required Staff 6/ Current Staff 4*Concentrate on Hiring Strong Sales Manager and Account Manager

  6. Systems • Get systems in place for all functions immediately. • Seek assistance from home office’s franchise development department for systems. • Get everyone on board with program.

  7. training • Scheduled weekly meeting and training session • Implement ongoing scheduled training (1hr. daily) • Conduct ongoing OJT training (roleplaying)

  8. Cost/ROI • Salary and benefits increase ($50,000 Tops) • Time required for training purposes ------------------------------------------ • The avg. monthly payment per customer= $120 • Add 1 customer a day x 6 days x 52 weeks=312 • New customers x $120/month = $37,440 month x 12= $449,280

  9. Customer serviceas defined by Lucas… “The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in word of mouth publicity and return business.”

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