Discuss the following:
For the final component of your customer service project, conduct research on your selected company to identify additional areas of customer service in which they excel. Pay special attention to ways that they are able to improve retention and create loyal customers. Summarize your findings in a one-page paper. You must Be sure to use at least one item of research, and cite it in APA format.
The company I selected was holiday gas convenience stores. This is a local business six blocks away from my house. Right on the corner of Highway. This company serves fast food products fountain drinks candies munchies sodas also bear essential groceries and last but not least tobacco products of every kind there are three employees are working here one is a manager I think . And one of them is a shift manager and a regular clerk. My expectations very when I come into the store they only very because I have a better report with other employees instead of the three that I'm describing today when I walked in the store I was greeted "how are you?!" good I said I walked to one of the soda coolers grabbed a Gatorade walked up to the front desk and asked for Pack of zigzags. The younger gentlemen the front of me who is taken my order looked at me kind of strange and asked "where are the zigzags"?
"I said I don't know man? You tell me! "And I smiled. One of the managers looked over and said hey "Clint how are you?!" I said hello back and said "wow Will you're a manager now!" He acknowledged with a shake of his head grabbed a pack of rolling papers that I would like because they don't sell zigzags and said "this is what you want." The young man finished my order bagged myself without asking me which I was pretty cool with said have a nice day I said thank you sir while is leaving will said have fun now and don't burn all those. I walked out un-expectantly happier and I was not expecting that turnout
So when I was doing the real research for this project I was dreading that I was to get an automated operator and that's what I got. So when give me a list of numbers to push along with the department that they went to and later I got to a customer service representative. She greeted me nicely which is nice at first. So I asked her if I can compare prices on products or service as if I was a competitor. She asked me if this was a joke. I with no tact was saying was actually doing a project for school she hung up on me! So I called again went through all the prompts and got another customer service agent I asked her a what are your prices on Mountain Dew 20 ounce bottles? With a little bit of a hesitation she said very bluntly you know that this is a corporate telephone number right. I said oh well can I get the number to the Eden Prairie store on Dell Road. She said of course promptly gave me the number. I call the store and was answered by a lady called Celeste third asking her questions like the Mountain Dew question and such. She stopped me and asked me what competitor that I worked for I said I actually don't work for a competitor I'm actually doing this for school project and then she said oh well I'm happy you called me at like 8 o'clock at night and if you do this any earlier in the day we would hung up on you oh I said well thank you for your time I appreciate it She said no problem in our phone conversation was done. The customer service lived up to my expectations the second time around I'm because she was super nice and Celeste actually took the time to tell me what the different prices were the first time around though boy I remember that lady's name because I don't think she even said her name the first time yeah she needed more training I would presume but the second lady kindly told me that this was a corporate number and that she could give me the number to a store that could possibly answer the questions that I was asking again don't remember her name but Celeste I remember her she was nice I think what can been done differently is the first time I called that lady could said hey this is a corporate number yet the call a store to get the answers that you are seeking but she hung up on me so
So I looked up the website and analyze the sustainability and user-friendliness of their website. The Information was easy to find. It had tabs visibly located they had tabs on price, location, promotions, products, service, contact information as well as their fleet service. The information I found interesting was not all holidays are corporately run so number franchises and some of them are sole proprietorship's that give holiday money to have their name on their gas. I think also their paying for holiday's brand of gas I guess my customer experience lived up to any expectation that you go onto the website it's more about the surf ability or the user-friendliness of one's website that makes it enjoyable I like the beginning front page of their site there is a huge coupon there that you can print out offer your printer for like coffee or something like that.