The company selected for this report is Hicks Plastics Co Inc., located within Macomb Township, Michigan area, which operates within the plastic fabrication industry. At the entrance of the business, the main aspect to note is that the business has put up signs that are expected to communicate with the customers. The store has also put in place an in-door communication system to help in making any major announcements periodically. After I stopped one of the employees and asked them a question, I noted that the employee took time to listen and respond to the question asked. In the call that I made to the company, it becomes clear that the employees responded in a manner that suggests high value for their customers, which can be noted from the overall level of etiquette and tone.
I observed a team that was involved in customer engagement, which was the front area of the company. From my observation, I took note of the fact that indeed the team had developed a relationship that would advance their abilities to promote customer service as part of the company objectives. The first thing that I saw when I entered the business premises was a well arranged business environment where customers are ushered to the specific departments that they would want. The company has put up banners within and outside the business premises and has also embraced the use of fliers, which allows for efficiency in communication on what the company offers. The ambience that can be seen from business is both quiet and sophisticated, as the company seeks to ensure that it creates an environment that customers would be able to appreciate.
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The main type of advertisement that was being used within the business was video display monitors and banners. Through the video display monitors, the company was able to reflect on the generalized process of what it seeks to offer as part of its services with the aim being towards maximizing on possible outcomes. The business has a customer service station, which is located at the central position of the room to allow for easy access for individual clients that may seek to raise queries regarding the services offered. The checkout lanes were located at multiple ends of the room within which the business operates with the company policy being that it would use a customer service representative in the event that the lanes were overcrowded. The adoption of this policy is seen as a key milestone towards advancing overall progression towards improving the general quality of services offered.
One of the key aspects to note is that the Hicks Plastics Co Inc. operates in an industry that involves fabrication of different items while using plastic as the key material. Consequently, this has led to a situation where the company always insists on customers to make all the relevant clarifications before the products are fabricated. The company does not have a return policy on products that have been fabricated. The main reason for not having a return policy is to ensure that the company is able to cushion itself from unnecessary losses arising from mistakes that can be attributed to the clients. That means that the company works on its policy on confirmation with the aim being towards ensuring that the products developed actually match customer demands.
On the question of identification, I noted that each of the employees within the company was expected to wear a nametag that would not only indicate their name but would also indicate the position that they hold within the business. The use of the nametag was effective, as it allowed for easy identification of any person that was not an employee. Each of the employee was expected to wear official clothing that ensured that I was able to different them from other persons within the business premises. Regarding the diversity, I took note of the fact that the employees were of mixed races and ethnic backgrounds. In my view of how customer service handled incoming issues, I noted that each of the employees within this department dedicated a significant amount of his or her time towards handling a given issue to conclusion.
The company presents professional etiquette through its handling of customers and issues arising as part of their engagement with the customer. The company has also sought to build on appropriate communication both in person and through phone conversations to aid in creating what would be viewed as a positive environment. The impact that ethical behavior among employees in the company is having on customers is that it is creating a viable avenue aimed at advancing loyalty. In my personal view of the company, I must argue that indeed the actions taken by the company employees actually serve as a representation of the company’s ultimate goals.
The company is exhibiting social responsibility through its engagement in leadership programs aimed at improving leadership among the youth in the community. That is important towards creating a positive relationship with the community as a whole. The company uses social media for purposes of creating a general avenue for connection with its customers, which has had a major implication towards defining the overall connection between the company and its clients. A key problem that was posted revolved around a lapse in communication between an employee and a customer. The business manager was involved in trying to find out from the employee on the exact cause of the communication lapse, which led to an official apology on the part of the company.
