APPLIED INTEGRATED BUSINESS - Essay Example

Applied Integrated Business Task: Applied Integrated Business Business enterprises rely on a variety of factors to sustain their survival. Both service delivery firms and goods producing companies rely on their customers primarily for their survival. The management of such firms and companies must come up with ideas to ensure total satisfaction of their customers in order that they get maximum benefits. This is because customer satisfaction is the key to business success and prosperity. Apart from this, other factors have to be considered.

Such factors include such aspects as employee satisfaction as well. Employees are a company’s most valued asset and their satisfaction translates to the general success of the company. From the above, various companies use various methods to ensure their success through both employee and customer satisfaction. This is because employee and customer satisfaction are the keys to business success. The video shows a manager who does not put customer needs at the core. The lady at the reception informs him of the dissatisfied customer but he reluctantly comes without the feel of urgency required.

When dealing with customers, their needs should be given priority for them to have a sense of importance (Roche & Self 2012, p. 67). Moreover, the manager should ensure customer needs are met at all costs. The customer at the reception is urgently in need of a room but the manager downplays this urgency and seems to be interested in having an affair with her. Managers should draw boundaries between their social and professional lives. More so, the managers should not involve their customers in their social life at all costs (Roche & Self 2012, p. 141). The welfare and the needs of all categories of customers should be catered for, and in the event that a mishap occurs, remedy measures should be taken within the shortest time possible.

This does not seem to be the case with the manager who fails to courteously assist the person on the wheelchair who is locked out of a reception due to inaccessibility of the venue. Furthermore, managers should use polite language whenever dealing with their clients as well as their employees (Roche & Self 2012, p. 101). This is paramount in ensuring good customer relations and the employees transfer it to the customers. The manager fails to courteously address the receptionist upon being told of the customer who wants to speak to him.

Though he says he is busy, he clearly is not as he is taking coffee while checking the local daily. Good customer and employee etiquette requires the manager to listen carefully to them and address their issues. Talking hurriedly and in a non polite manner gives the employee and the customer an impression that they are not important. While communicating to them utmost care should be taken to ensure that their interests come first, and the language used should convey their importance (Roche & Self 2012, p. 96). Furthermore, there should be ease of contact between the customers and employees in relation to the manager.

This is to enable quick and successful solving of customer grievances. The most important thing is to build strong relations between the customers and extend it to the employees for maximum benefits for all the parties (Roche & Self 2012, p. 56). Customer and employee satisfaction remain at the helm of the most viable matters an organization should focus on. Goal oriented managers have to acknowledge this fact in order to successfully ensure the success and overall prosperity of the organization.

ReferencesRoche, G & Self, B 2012, Customer Satisfaction Measurement for ISO 9000: 2000, Routledge, Oxford.