Leadership In Business For VTI KarMart: Developing A New Customer Service Plan With Innovative Approaches

Mission and Vision Statement of VTI KarMart

Discuss about the Leadership in Business for Statement of VTI KarMart.

Developing a New Customer Service Plan for VTI KarMart with Innovative Customer Service Approaches. 
Mission and Vision Statement of VTI KarMart

VTI KarMart has set the mission statement in order to provide the best as well as a charming experience to their customers in relation with their products and services. The company is looking forward to build up a strong and valuable relationship with them. The organization is training their employees to achieve the desired goals and establishing connections with their customers.  The company is expecting to satisfy the customers by trying to provide them the best experience in transportation.

The vision statement of the company lies upon the four pillars. The first one is to create long term relationships with their customers. The second vision is to provide the best products and services to the customers. The next vision is to increase the brand value through customer satisfaction. The last vision sates that the company would be adopting itself according to the changes in the society.

The company in discussion, VTI KarMart, is planning to assess the requirements as well as to solve the problems of its customers. The company has thought of distributing the feedback and customer satisfaction forms to its valuable as well as to its new customers. These forms are supposed to be delivered to the customers twice a year, so that the company can have the knowledge about the changes in the buying habits as well as the problems faced the customers.  The customers are required first download the forms and to fill up the form and sent it to the mentioned website of the company.

The term “customers’ needs”  refers to both the titled and untitled needs of the customers when they come in contact with some business. The needs of the customers can be identified by asking the customers to provide their valuable feedback in every step and process. There are various methods of collecting their valuable feedbacks.  

In order to become a customer-centric company, VTI KarMart, should focus on the needs and problems of their customers.  The management of the company should analyze the data collected by means of the feedback and satisfactory forms. This will help them to assess the type of cars and determine the price of the cars as per the requirements and the capability of the customers. 

Investigating and Identifying the Needs of the Customers

Responding to the needs and requirement of the customers is very important for any organization as it helps to formulate the future strategy of the organization. The sales executives can have a direct conversation with their customers either face-to-face or over the telephone. The customers in return can explain their problems as well as their requirements to the sales executives. The management of the organization can also conduct a survey on the customers and collect and assess their feedback in order to understand them.  The customers can also respond about their problems on the social media. The company can either mail the customers as a response to their queries or can respond by means of advertising.

In order to provide customer service, VTI KarMart must follow the Competition and Consumer Act of 2010 (CCA) and the Fair Trading Laws which varies from one sate to another. The CCA ensures that trading is fair for the customers and the organization as well. The act deals with all the aspects of a business which includes dealing with the suppliers, wholesalers, retailers, competitors as well as with the customers. The Fair Trading Laws ensures that the customers are not being cheated at the hands of the business organizations.   

The management of VTI KarMart understand the needs of the customers and meet them accordingly. The management at first should concentrate on the needs as stated by the customers and take actions accordingly. The company should provide consistent services to the customers. This means that the customers should look and feel familiar with the behaviour of the customer service or the sales executives when the customers contact them. The executives must be polite with the customers and should respond to their queries on time.  The problems of the customers should never be looked down upon or delayed, but must be sorted out as soon as possible.  

Product Criteria	Actions Taken	Time frame	Resources	Responsible person	Risk factor
Tolerance	Proper investigation	2 days	· Customer feedback portal · Employee grievance cell	· CR manage · The HR manager	· In case of employees fault · Unresponsiveness from the CR manager · Malfunctioning in the customer feedback portal · Inability of the HR manager to solve the problem
Pricing	· Market researching · Customer segmentation	1 week	· Marketing segmentation tools like Zip Code research · Marketing mix	· Marketing manager · The Board of controls of  the company	· Misinterpreting the data collecting from the marketing research tool. · Time taking process · Delay in decision making
Material	· Test drive technique · Maintaining quality chart · Incorporating new cutting edge techniques	6 months	· Market responses · R&D framework · Innovation	· The Research and Development team. · The Operation management team	· Lack of in-depth research · The volatile responses of the customers · Dearth of innovative skill in the R&D team
Delivery	· Implementing flawless customer service framework · Monitoring the delivery service	2 months	· Service delivery framework · Online Portal for purchasing and delivery	· The IT department · Service manager · CR manager	· Inadequate Customer service framework · Lack of communication between the CRM and Service management.

While distributing the cars to its customers, one of the drivers damaged the new car as well as he delivered it late to the customer. Another driver had delivered a wrong car to a wrong address. The organization must focus on the performance level of the drivers and ensure that they deliver the right product at the right address. The drivers might feel de-motivated which is the sole responsibility of the management to take care of. The drivers must be given adequate rewards from the organization so that they can carry on with their work with determination and attention. In order to ensure that the right product has been delivered to the right person and at the right time, the management of the organization can call the customers individually. This would help to maintain good relationships with the customers.

Assessment of the Customer’s Needs

The management team, of the organization can start the process of investigation by following the complaints that have been lodged by the customers. The management team of company VTI KarMart can verify the issues that have arisen between the customers and their employees. They can talk with the customers and the drivers separately in order to solve the problems that have arisen.

The management and the customer service team of VTI KarMart can listen to the complaints of the customers carefully prior to solve them. The complaints from the customers should be handled in a very polite manner.  The management team should not fight with the customers nor should they blame them. They should first try to understand the cause of the problem and then try to resolve the same.

The main issue that has come up that the drivers are delivering the client the damaged products. Moreover, it has also come to notice that the drivers are being confused and are delivering the wrong product at the wrong place and at wrong time. The main cause of such problems is that most of the drivers of the company delivering the cars are aged and are not in a proper condition to drive the car. Most of the driver have complained of being chronically ill and have problems in their joints as a result of the fact they are not able to perform well.

The company VTI KarMart can do these so as to solve the problem of the drivers.

• The management can make the communication process simpler especially with the drivers.
• All the problems regarding the employees of the company shall be done privately.
• The drivers must be given adequate rest and limitations can be maintained in the delivery process.
• The management should know the exact cause of under performance of the drivers and should take adequate and applicable steps to resolve it.
• The company can recruit more drivers in order to manage the delivery process in a proper way.

The company can motivate its employees by providing rewards. The company can involve new technologies that are both customer and environment friendly. The company can improve its services by constant follow up of the services provided by them and the services received by the customers.

KPI	Standards
Sales	Able to make a gross sales of (per month)
Nearly 10,000$ per calendar month.	At least 70,000$ per calendar month.	Less than 50,000 per calendar month.
Customer retention	Able to resolve the concerns of the customers with
Above 99% of customer retention and satisfaction levels	More than 50% of customer retention and satisfaction levels	Less than 50% of customer retention and satisfaction levels
Assisting colleague in improving customer service	Able to answer colleagues’ questions and support them in their tasks with
Over 98% peer satisfaction level.	Over 50% peer satisfaction level.	Less than 50% peer satisfaction level.
Increasing customer satisfaction	The percentage of feedbacks obtained in 360 degree evaluation conducted in every 3 months
95% or above	At least 50% or above	Less than 50%
Identifying all the customer issues	The percentage of feedbacks obtained in 360 degree evaluation conducted in every 3 months
95% or above	At least 50% or above	Less than 50%
Complaint handling time	All lodged complaints are initially processed as well as acknowledgment emails are sent within 24 hours.
80% to 99% of them	At least 50%	Less than 50%
Ability to handle complaints	Able to handle customer complaints according to the policies with
over 99% of manager’s satisfaction	At least 70% of manager’s satisfaction	Less than 70% of manager’s satisfaction

 Questionnaire to Collect Customer Feedback

1. How long have you been availing the services of the organization?
2. a) Less than a year
3. b) 1-2 years
4. c) 2-5 years
5. d) More than 5 years
6. Your gender?
7. a) Male
8. b) Female
9. Your age?
10. a) Less than 25
11. b) 25-30
12. c) 31-40
13. d) 41 and above
14. Are you satisfied with the service provided by the organization?
15. a) Highly satisfied
16. b) Satisfied
17. c) Indifferent
18. d) Dissatisfied
19. e) Highly dissatisfied
20. How far do you agree that employees are quick to respond to your needs?
21. a) Strongly agree
22. b) Agree
23. c) Indifferent
24. d) Disagree
25. e) Strongly disagree
26. How far do you agree that employees speak in a polite manner?
27. a) Strongly agree
28. b) Agree
29. c) Indifferent
30. d) Disagree
31. e) Strongly disagree
32. How far do you agree that your queries and issues are solved by the service department?
33. a) Strongly agree
34. b) Agree
35. c) Indifferent
36. d) Disagree
37. e) Strongly disagree
38. How far do you agree that you can trust the company to solve your issues?
39. a) Strongly agree
40. b) Agree
41. c) Indifferent
42. d) Disagree
43. e) Strongly disagree
44. How far do you agree that the product and services offered by the company are better than the rival companies?
45. a) Strongly agree
46. b) Agree
47. c) Indifferent
48. d) Disagree
49. e) Strongly disagree
50. How far do you agree that the company products are of good quality?
51. a) Strongly agree
52. b) Agree
53. c) Indifferent
54. d) Disagree
55. e) Strongly disagree

The strategies to use customer feedback to improve products and services are as follows:

• Adding up of positive testimonials and reviews to the company website would increase the trustworthiness, integrity and credibility of the products and services
• Allow the negative comments and feedbacks to the website and in the social media pages (if any). It would reduce the possibility of the negative comments springing up anywhere else and would also give the business an opportunity to redeem itself.
• Implement the suggested changes from the part of the customers in the products and services in order to improve the product quality and praise the staffs and workers for getting positive feedbacks.

Managing and retaining customer complaints and services are very important. There is always a room for improvement that might not be identified by the business. If the business focuses on the complaints, they could easily identify them and implement them in improving their products and this ultimately benefits the business itself.

Technology helps in handling the customer service in more efficient way than any other prevailing means. The three advantages of them are:

• they are very cost-efficient and convenient
• Using technologies such as e-mail or other online messaging process would help in responding the customer queries more quickly.
• Websites provide areas for the customers to seek help and answers to their different queries related to the company’s products and services.

The human resources required to maintain the quality of the product in VTI KarMart are

• Payroll administration that includes checking the productions, handling of the tax3es and dealing with the leisure time and other vacations.
• Proving certain benefits of the employees including health, medical and life insurances.
• Risk management including compensation of the workers, resolution of the disputes, safety inspection and other office policies.

The physical resources are of the company are:

• The office building
• The equipments in use
• Vehicles or the cars for sales
• Computer for the management of the work
• Projector

When there is a conflict arising between the client and the employee of the company VTI KarMart, the management working as a neutral party can come up and step in the middle so that the conflict can dissolve. The person in authority can try to fin d out exactly what has happened and then talk to both the parties. This helps to resolve the conflict.

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