FOCUS
• To achieve excellence in customer service orientation
• To reduce customer grievances and increase sales
• Align the employees with the company’s goals and values
LEARNING OBJECTIVES
• Employees to value and nurture customer relationship
• Use customer friendly language and be technically proficient
• Deal effectively with customer complaints and problems
• To be flexible and adaptable, to meet challenges
• Perform with honesty, integrity and due care
BRIEF DESCRIPTION
Big Bazaar in Bhubaneswar was opened a year back to take forward its motto of “Naye India Ka Bazaar.” Initially, the store made profits due to a good customer base. But very soon, customer purchases were replaced with customer grievances. Mr. Narayanan Murali, the
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Big Bazaar is headquartered in Mumbai with 36000 employees and located in more than 90 Indian cities. The company’s core philosophy is service and considering the people as its most important resources through their “The Big Bazaar People Management System”. Training and Development forms one of the core aspects of this system. Future Group has its own training division for employees- “Future Learning and Development Limited(FLDL)”. All employees are given training for 20 days in a year. Gurukul , a part of FLDL focuses on skill development in the field of teamwork, dedication, customer service etc. But since a couple of months Big Bazaar has been facing with certain issues which has made the management rethink its Employee Development …show more content…
Previously, when such incidents occurred, the store manager warned the staff. Also, he reprimanded them. This kind of careless behavior has been a common scenario at the store. A few times, the customers have complained about the grocery items being missing from their place and kept at some other corner. This results in wastage of time and irritated customers. Last week, few chips packets were found from pulses counter. Considering stores like Big Bazaar having customer’s everyday, such incidents bring disgrace to the brand name as well.
The HR Department has also noticed that the store manager is very lenient with the staff. Also, he is unable to manage all the floors of the megastore by himself. Usually, he misses something or the other due to acute customer pressure and by managing more than 100 staff members. All these incidents have led to a customer base that is agitated and angry with big bazaar. Such incidents in one store of Big Bazaar discourages customers to visit other branches as well. Many consumer complaints online, bad customer feedback and angry customers have made the management think so as to control the situation.
Value and
Part 2 Occupiers' liability in Australia The defendant in this case , Xerox Supermarket , has an very important role which is identified by the Australia law as an occupier. Hence , I will try to refer to the occupiers' liability law and relative regulation ,especially from the passed legislation of Western Australia , South Australia and Victoria . Actually , the occupiers' liability law still obeys the general principles of negligence like standard of care and proper criterion . However , it can provide the judger a more practical and accurate view on the possible liability of the supermarket as a typical premise of retailers .
GameStop is an American video game retailer. It operates primarily in the buying and selling of video game, gaming consoles and sometimes in electronics. The company sells both new and previously used video game hardware; physical and digital video games, pre-owned and value video game products; personal computer (PC) entertainment software in various genres, such as role-playing games (RPG’s), simulators, adventure and many more; digital merchandises, including PlayStation Plus and Xbox Live subscriptions; video game accessories, such as controllers, gaming headsets, and other add-ons for use with gaming hardware and software; strategy guides, magazines, and gaming-related posters and toys. The company is headquartered in Texas and different
The management at Zappos attracts customers through exceptional service that has created a “WOW” philosophy and embedded it within the fabric and culture of the company. Zappos has several competitive dimensions in which they compete with other online retailers in the market. The company has always maintained its sales growth rate on the long-term basis at a certain output level. Therefore, the competitive advantages of Zappos have always been sustainable. The corporate culture of the company is nurtured and developed by its management team.
• Don’t induce fear through an individual or store performance indicator. • Give better commission rate during slow hours to balance the SPH. 2. Re-orient the middle management: I would say that the lack of communication between the top and the middle management is one of the primary reasons for these issues being created.
Their employees are given the opportunity to work in a nurturing and thriving environment. The leaders of CarMax have put their words into actions for their employees to benefit from. Their efforts have earned respect from the employees as seen in feedback from employees on their website. The employee development and training initiatives are one of the biggest impacts they can have on their employees. “Training and development play a vital role in the effectiveness of an organization” (Falola, Osibanjo, & Ojo 2014).
Training programs are important to develop and have such kind of employee. Tesco encouraged employees
It is their errand to guarantee that the company’s services is scaling up or possibly moving a consistent rate. Thus, endeavours to welcome more teachers to utilize Skillshare were made with expectations of pulling in more students to utilize the company's
Topic Page No. 1. Introduction 3 2. Domino’s Market In India 4 3.
It not only caters products like clothing for both genders, but also shoes, teenagers clothing, accessories and beauty products. Clothing is the key product sold as compared to the rests of the items. In ensuring that business goes well for the company, the management engaged promotions through media advertisements and hand phone apps to let customers view their products easier online and hired people for the various positions in the organisation company example managers, store assistants and supervisors. Though each of them plays a different role, they are an important part to the
If this situation lasts, the customer will go looking for another company to do business
Customer satisfaction is at the core of their actions in every step of their supply chain. The company offers different products in their stores, letting the customers decide whether to consume them
Burberry, established in 1856 by Thomas Burberry, one of the luxury fashion brands in the world. The first shop opened up in the Haymarket, London, in 1891. Burberry was an independent family-controlled company until 1955, when it was reincorporated. It focusing on beauty, accessories, men, women, kids, all the products offering are strategy in the luxury fashion brand’s marketing mix. HISTORY OF BURBERRY Thomas Burberry, from Basingstoke, Hampshire opened his first store, originally specifying in outdoor clothing.
Staff-Education It is found that the top officials of Zara are quite keen and focussing on customer service; therefore, the basic requirement to train their employees is one of their topmost importance. However, it is important from the prospect of Zara to train provide adequate training to their employees that would help them to enhance their overall productivity and efficiency to the utmost level (Lockett, et al.,
Introduction The following strategic analysis report was carried out for Giant Hypermarket in Malaysia. Giant Hypermarket also popularly known as “Giant” is a subsidiary of Dairy Farm International. The objectives of the study is to advise the Board of Directors into a possibility to revisit and redesign the current business strategy based on the blue ocean strategy (Kim and Mauborgne, 2005) to provide value based innovation via cost reduction with increased value for buyers and to ensure sustainable business operation in Malaysia. Additionally, the analysis also includes the possibility of developing a global strategy for Giant.
Section 4 Findings and recommendations (a) Evaluate the effectiveness of the revenue cycle McDonald’s is apparently one of the biggest giants in the fast food industry, and this role simply proves that they did really well in their internal management. Therefore, we are going to evaluate the effectiveness of McDonald’s in term of revenue cycle. Initially, there is a lists of complaints available online about McDonald’s, as the accuracy of ordering process should be improve due to employees often process incorrect orders or even misplace the customer orders.