According to the article titled, “You Manage It,” businesses can improve their performance if they manage to attract and maintain their customers. The report suggests that one of the ways in which enterprises can achieve this goal is by ensuring that they deliver quality products or services to their clients. This aspect can be measured by what is being offered to the customers and the manner in which it is offered. Typically, rendering quality goods and services plays a fundamental role in ensuring consumer satisfaction.
A satisfied customer would always be loyal to the business. As such, he or she would not only return to purchase goods and services from a business. He or she would also encourage friends, family members, and other potential clients to buy products from a particular business. This indicates that a satisfied customer directly acts as a marketing agent for a company. Customers can be satisfied if the employees are satisfied.
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The article suggests that businesses can make their employees satisfied if they embrace training programs. Such program is vital since they equip the employees with the necessary skills that would enable them to meet the expectations of the customers (Nadeen, 2010) . Prior to implementing a training program, businesses ought to determine the cost likely to be incurred plus the benefits that would result from the program. Nevertheless, a robust training program should help a business to increase its revenues and reduce production costs.
Critical Thinking Questions
A properly conducted training program would influence positively on the revenue a company generates. The program might prove to be expensive in the short-term. However, in the long-term, it would enable the business to meet the ever-changing needs of its customers through the employees. On the other hand, this would enable the company to win the loyalty of the customers.
As aforementioned, a loyal client is an asset to business. They would increase their spending with the company as well as refer new customers to the firm. In this case, a 10% growth in customer satisfaction implies that the revenue the company generates is likely to increase by 10%. This also suggests that the company would have increased its marketing activity via the clients by about 10%.
Notably, if the company has 500 customers generating revenue of $500.00 each, the business will be making total revenue of $250,000. A 10% increase in customer satisfaction might increase this figure by the same factor or even more. As such, the business can be able to raise about $275,000 for a particular time frame. Also, this also means that the company would have increased its marketing activities through the clients by about 10%. Therefore, the company stands a chance of attracting more than 50 clients.
Case Study
The law enforcement units have a certain culture that has turned societal members against them. The public accuses them of corruption and poor judgment abilities among others. Reports indicate that this trend was apparent because the police were short of an important aspect (training) in their operation. In that regards, many states have recognized the essence of this practice at ensuring that the law enforcers offer the public with quality services.
Today, the quality of services being rendered by the police to societal members has shown significant improvement. Apparently, this is due to the tremendous increase in both the quantity and quality of training that the law enforcers receive. Notably, the police are being subjected to two types of training namely in-service and recruit training.
The on-the-job training aims at ensuring that the law enforcers’ particularly veteran officers are provided with training that aims at updating their skills and knowledge (Merchant, 2010) . On the other hand, recruit training refers to the initial training that new hires receive to ensure that they are equipped with skills that would make them understand their roles while in the field (Merchant, 2010) . Lack of proper training among the law enforcers implies that the society will not function successfully. Therefore, it is imperative for police officers to be trained vigorously in federal legislation, handling evidence, prisoner transports, firearms, defensive tactics, driving, and customer service among other areas that are law enforcement specific.
In conclusion, the policing job requires the officers to mingle regularly with the general public. Besides, it requires them to have sound problem-solving skills. Mainly, they need to be polite and exercise professionalism in their endeavors. In that regards, it is imperative for them to be trained in customer service delivery so that they can offer quality services to the society.
References
Merchant, R. C. (2010). The role of career development in improving organizational effectiveness and employee development. Florida Department of Law Enforcement . Retrieved from http://sks.karabuk.edu.tr/kariyer/belgeler/THE_ROLE_OF_CAREER_DEVELOPMENT.pdf.
Nadeem, M. (2010). Role of training in determining the employee corporate behavior with respect to organizational productivity: Developing and proposing a conceptual model. International Journal of Business and Management , 5 (12), 206.
