To: Mrs. Rania Singh, Customer Services Agent
From: , Director, Sigma Global.
Date:
Subject: The inconsistency issues of the agents and recommendations.
Sigma Global deals with education and we prioritize the care part of it more, clients care, employees’ care and company’s care. To secure the client satisfaction and company profitability Sigma Global conducts surveys and researches on regular basis. The company has conducted a large survey among its clients recently. The result has faced us with a unique challenge. The company has been receiving few complaints against the misunderstanding or miscommunication regarding the delivered information. However company had not realized its value till the alarming survey result. The clients have been experiencing serious inconsistency between the company directed information and the information delivered by the agents to their clients. The management board has engaged in an effective discussion to find out the possible solutions. The board has decided upon few ways to overcome the challenges.
Global Sigma is a consultant company which provides career counselling, help students to choose right course in right universities, scholarship assistance, TOEFL information, admission visa accommodation assistance (Sixsigmaedu.com, 2017). The company’s most clients are the students who are interested in studying overseas in great foreign universities. Countries like New Zealand, Australia, UK, USA, Canada, Italy, and France have their agents and clients (Sixsigmaedu.com, 2017). The agents are instructed to focus on individual students in respect with their profile’s professional market scenario, so that they can provide them with the most suitable suggestions. The agents are also responsible to guide the students personally to choose the proper courses after analysing their financial constraints, preferences and aspirations. The agents are must be especially attentive during the application process. However some agents are not following the principles which resulting in the compromise in the company reputation. During the monetary transaction process or currency exchange or the discussions over it, the agents must be faithful and transparent to the clients. The agents’ position demonstrates the importance ethics practice in the education business. Sigma Global has always set and followed its code of ethics extensively and encouraged the agents to do the same. The main ethical principles follow confidentiality, objectivity, proficiency integrity and professional behavior. Agents deal with consultation, discussion related to fees and marketing. In the process, any ethical misconduct may cause significant harm for the student and for the company. Often ethical compromise in the marketing process by the agents results in fraud (Holder, 2016). The company had set its marketing principles and procedure, which should be followed by the agents efficiently. If any agent comes up with any new ideas or marketing materials regarding local marketing or advertisement, it must be approved by the company. In any way, Sigma Global will not entertain any ethical misconduct in the marketing. The other agents are advised to inform the authority in any such cases. The agents must practice ethical marketing (Rawat et al., 2015).
The agents must get proper research done about the universities and institutions before conveying the relevant information to the clients clearly. The selection of the perfect universities or curriculum makes the students’ future. This is the most important time of their life and Sigma Global is there to help them, assist them and guide them. Most of the time, the clients depend on the agents in their decision making. So if any wrong information gets conveyed or delivered mistakenly to them, the consequences have to be faced not only by the student, by the company as well. Clients often express their dissatisfaction regarding their queries. The client feedback carries huge value for the company. The agents must appreciate and value the customers’ suggestions. The agents are supposed to have detailed information about the institutions registered with the company, their current performance and ranking. The agents must treat all the universities with equal importance and respect. Sigma Global always takes care of the student’s well being. The company provides the student with utmost care in the foreign land. The organization knows how a student feels in an alien place surrounded by strangers. It works its best to make the new places most comfortable for the students. The diverse range of accommodation is offered the students which fits their budget. The agents play integral part in the whole process. They provide the students with suitable accommodation advices and they also see if the requirements are meeting properly. What the agents promise the students and what the students’ experience; there should not be any gap. The agents are the only one to be blamed for any kind of misconduct. When the agents are making the transportation cost for the clients, they must be careful about including the estimated yearly cost, discounts and other benefits. The agents should explain the university opening hours and breaks. The childcare and medical costs are to be discussed in details to the clients by the agents.
The agents should always remember that they are not working independently; they are representing Sigma Global. Their transparency, honesty and efficiency will secure their and company’s future. The agents play significant roles in keeping prestige and profitability of Sigma Global. The discussed issues are being dealt with extreme importance. The agents are pillars of the company. If anyone having any problem they must inform their immediate authority officially. Company will do their best to address their problems and after proper examining will search for the solutions. Sigma Global is a large family, so conflicts and problems are bound to arise, but we should to engage with ourselves with such conflicts, as it will only hamper the company’s productivity. Our desired goal is to become one of the most influential companies in the education market and that should not be compromised by anyone or anyway.
References:
Armstrong, G., Adam, S., Denize, S., & Kotler, P. (2014). Principles of marketing. Pearson Australia.
Holder, F. (2016). Integrity in business: developing ethical behavior across cultures and jurisdictions. CRC Press.
Northouse, P. G. (2015). Leadership: Theory and practice. Sage publications.
Rawat, S. R., Bhatia, K., Hegde, M., Bhat, N., & Tewari, S. (2015). The Importance of Ethical Marketing Practices. Journal of Business Management and Economics, 3(2), 23-30.
Study Abroad Educational Services – Global Six Sigma Consultants. (2017). Sixsigmaedu.com. Retrieved 25 July 2017, from https://www.sixsigmaedu.com/page/study-abroad-services/
Study Abroad Educational Services – Global Six Sigma Consultants. (2017). Sixsigmaedu.com. Retrieved 25 July 2017, from https://sixsigmaedu.com/page/about-global-six-sigma-consultants/
Trevino, L.K. and Nelson, K.A., 2016. Managing business ethics: Straight talk about how to do it right. John Wiley & Sons.
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