Vacations in Paradise
April 13, 2015
Vacation in Paradise
Vacation Paradise is an up and coming provider of products and services to the travel and leisure industry. Though we are a fairly new company, we are currently ranked 5th in the timeshare marketplace and resort developers nationally. We attribute much of our success to our product and impeccable customer service. Our call center leads the way for our marketing and sales numbers. The Customer Service managers take regular retreats to ensure that an operable “organizational structure [is] created to facilitate efficient achievement of [sales and customer/owner] goals” (Management, 11th ed., 2003-2012). ...view middle of the document...
We will also consider where they are, where they need to be for improvement or promotion, and how to make it happen
Quality of Service
We measure the quality of employee's service through the feedback from customers interested in timeshares through our company. We assign every employee a five-digit alphanumeric code that is linked digitally to every phone call, survey and purchase made. Our organization emails a post-purchase survey to the customer as part of the rental/purchase agreement. Each call, a greeting alerts the customer to be aware that the conversation may be recorded or monitored for quality of service and a post-call survey.
Each call center employee will have a minimum three calls followed/recorded per shift, with one during the first hour of assigned shift. The post-call survey is conducted with a customer specialist and measures the call center employee's interaction with the customer, from the initial greeting to an offer of a follow-up call. A debriefing of all calls and surveys is part of the following day's pre-shift team meeting. Any negative received are subject to one on one sessions to discuss the matters further. The post-purchase survey is more detailed and includes questions on the employee's knowledge of properties offered, amenities, payment options and the reasoning why the customer would benefit from buying/renting a timeshare from our company.
In evaluating our organization's performance, we have to consider the type of work being performed, and how to measure that performance. We can put in place certain controls that include Feed forward controls, Concurrent controls, and Feedback controls. Management can then evaluate the performance by looking at our scorecard. During the feed forward control, which anticipates issues prior to the action takes place; management can reduce the amount of negative outcomes as we take the necessary precautions. Concurrent controls set by management performed while the activities are being performed or already in motion. Subsequently, this control also reduces the adverse outcomes. Feedback controls measure our organization's performance after we receive feedback from our customer after the work performed (Robbins & Coulter, 2012). Measuring during this phase can help reduce future...