Backwoods Mail Order Company Case Study

Backwoods Mail Order Company is having problems in their customer service department as well as in the packing and shipping department. These departments employee around 80 individuals that work in both departments combined and these employee have not be properly trained in the problem areas. The company says that training all 80 employees at once is not prohibited, but they could break the training into different classes over several days. No matter how the company decides to set the training schedule, training is important for a company to implement because it will help the employee understand what changes have been made and it helps the employees have guidelines to follow and it should be a priority for Backwoods Mail Order Company. Also, the employee need to be aware of the objective of the training so he/ she knows what they will learn and how to use those new skills to benefit the customer satisfaction level and improve the image of the company. An objective is a goal that is clearly defined and can be easily understood in order …show more content…
– Customer service is important because the only interaction the customer may have with the company is during the ordering process or if there is a problem with the order. Therefore, employees need to be trained on how to communicate effectively and listen to the complaints of the customers in order to improve the overall experience of Backwoods Mail Order Company. Each employee should understand what great customer service looks like and how to handle every customer with respect and curtesy. Great customer service is a way to gain a competitive advantage over competitors and it helps a company show compassion and support for the customers (Armistead, 1989, p. 247). Also, companies that stress and educate their employees on great customer service are more likely to create loyal