Assignment No. 1

Suppose you are the Customer Care Manager of an intercity Bus Service Company at Lahore. There are different ticketing counters for different cities for males and females. Your bus service is reputed with good time management and is linked among 20 well know cities through out the country. However a series of complaints are continuously coming from the female’s customer’s counter. These complaints are ridiculous for you and threatening for the positive image of your company.

Question 1:
Assess what could be the potential complaints at females customer counter.

Answer:
The complaints at female’s customer counter;

1: The communication gape.
2: The poor pressure handling.
3: Poor time management.
4: Lack of information regarding to the services offered by Bus Service Company.
5: Not familiar with the working environment.

Question 2:
Provide the solution for your mentioned complaints in Question 1.

Answer:
Solution for above mentioned complaints:

1: Bus Service Company should train their workers, from the customer care department especially for better communication skills. I mean the customer care department is all about the communication skills.

2: We need to train our employees to handle the pressure in an efficient way. So in any situation they can work properly.

3: Time management is the key to success in any organization. So we need to work on this area. Our employees should be familiar to the system. So they can manage the work load.


4: Bus Service Company should make sure that their employees have sufficient information about the projects and services offered by the company. So they can treat the customers in a proper way. I mean to say that they can better satisfy the customer.

5: Especially for the new employees, the company should arrange the trainings to give the information about the working environment. I mean to say that every system or the organization have its own way to work. So the new comers must be informed about the system or the set of rules the company is following. So we can have a better reputation in the market.


Another Solution:


Ans no: 1
 There are no proper waiting rooms.
 Slow Process in operations.
 Air conditioners are not according to the unit’s capacity.
 Females’ employees should be posted at the counter.
 There should be extra counters to divide the work.
 The behaviour of the employees is not so well.
 There should be a distance between males and females counter.
 There should be proper cafeteria; all products should available especially related to children.



Ans no: 2

 There should be proper sitting plan in waiting room and wash room should be furnished well.
 There should be updated computer and employees should train efficient well.
 There should be install extra air conditioner in the Waiting room to reduce frustration.
 Some females feel hesitation inform of males employees. So females should be posted that females feels no hesitation.
 Because of making extra counters there will be division of work and there will be improvement in the work of counter.
 If there is rude in the behaviour then employee should be replace immediately. 
 There should be distance between counters and there should be the division between the counter.
 There should be well furnished cafeteria proper sitting plan in the cafeteria. Fresh products should be available.