Ans1) The customers were obviously not satisfied with the services and this was, as it would be to any other general manger, a concern for the management (Bee, 1995). True, the complaints were not as elaborate and narrowed down as they should have had been yet; their presence…
The StarField Hyper Mall is a multinational chain with brilliant success across Europe. This was its first time in settling in the United Kingdom market and this involved endeavors that were different comparatively from other of its branches. One of such endeavor was its absolute helplessness over the fact that most of its partners did not have offices here in this country. As there was an adequate absence of services and partnerships, the company had to look for other partners from the local service industries. This involved new associations and new partnerships and the work that followed was not tested from past experiences but relied on mutual interest.
Customers complained of the ‘Rudeness of the staff’, ‘Problems with facilities’ and ‘Reliability’. These are drastic complaints for each of the three complaints directly involves the company’s image. The rudeness in the attitude of the staff affects the customer-company relationship most effectively though. The staff is but ambassadors of the company and if they are found to default in their ethics and handling, it leaves an overall embarrassing reflection of the company’s image (Ali, 2003). Although the staff themselves mostly complained of such faults in attitude on the ‘help staff’, the implications affect the whole company. As the complaints fail to detail the rudeness, a hypothetical situation and subsequent assumptions have to be made in order to cater to this problem. The rudeness of the staff can range from the lack in listening to disability to help a customer in need. It can fall into many categories and can be a direct implication by any staff member of the company, be it the ‘help staff’, the counter staff or even the security. The customer could have had problems with the helping staff unable to provide them with timely assistance or failure to listen to them. The term rudeness can fall into different braches and can indeed include ...
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