Business Memorandum
Student’s Name
Course
Instructor’s Name
Institution
Date
Business memorandum
Date: 2020
To: Manager
From:
Subject: Training
In every business, employees and customers are the key to the success of the organization. If the customers are to taken care of in the right way, they will opt to leave the business and look for new businesses to be loyal to. Employees’ relationship with the customers is crucial since they are the first line who interact with the customers when they come to the business. Although the managers are in charge of ensuring the employees treat the customers accordingly, sometimes complaints come back to the business for mishandling the customers.
In this memorandum, I would like to bring to the attention of the manager a problem with customer service. The company has been having problems dealing with customers. My assessment of the problems narrows down to how the employees handle the customers (Pratap, 2017). Customers have been complaining of delayed service and poor service. For example, they have to queue for a long time to get served, and the employees do not treat them respectfully. The problem has taken a toll on the company’s revenue and the customer retention rate of the company. My assessment of the problem revealed that the employees work according to the late model introduced to them during induction and therefore have not had a chance to change to the new model. They are also not able to deliver, engage the customers effectively, and manage conflict.
These problems are all related to the employees. The organizational change happened, but the new culture and operations models were not taught to the employees. Therefore the change did not bear the company any fruits since those supposed to actualize the change were not read into the change.
My recommendation for these problems is training. I want the manager to know that training is not a one-day activity but a continuous process where people have to be trained occasionally for their development and match the company’s required skills. Training employees will benefit the company significantly. Training does not require the match resources, and it is something the company can afford. Training only requires a professional; this one can be hired or chosen from the company management group (CMOE, 2020). The equipment for training is an internet connection, projector, and screen, tablets, and flipcharts. The training can happen in shifts to avoid business closure due to training (OperationsInc, 2020). The named equipment above is the most necessary on many occasions, but one can create his/her list to match the training information to be passed.
In my view, the workshop training the employees’ needs is customer service training. In this training, the employees are taught how to be exceptional and give the customers an excellent shopping experience. With such good customer experience, the customers can buy more, refer others to the organization, and develop a good relationship (Tiberghien, 2017). The workshop will ensure employees understand the essence of providing customers with exceptional service. They will also learn new ways imposed during the organizational change to enable the meet customers’ demands. The workshop will cover the following: what can the employees do to enhance excellent customer service? How can they exceed or meet customer demands? What are the advantages of exceptional service to the company? The methods necessary to use to achieve exceptional customer service.
Thank you.
References
CMOE. (2020, July 21). The top 10 challenges faced by learning & development professionals. https://cmoe.com/blog/learning-development-challenges/
OperationsInc. (2020, November 11). Customer service training. https://operationsinc.com/training-development-services/exceptional-service-really-matter/
Pratap, A. (2017, May 13). Sample memo: Human resource management. enotesmatic. https://notesmatic.com/2017/05/sample-memo-2/
Tiberghien, O. (2017, September 12). 7 essential pieces of equipment for your training session. Bird Office Blog. https://blog.bird-office.com/en/2017/08/18/7-essential-pieces-equipment-training-session/