Executive summary
The purpose of this business report is to examine the customer complaints and the efficiency of the customer services. The team examined the customer service levels as well as the authenticity of the product suppliers through information gathered from anonymous customers via emails, telephone and mobile calls (Strauss and Hill, 2001, p. 69). It was discovered that the popcorn was truly tempered with hence making the customer to raise claims. As a result, we recommend thorough inspection of all the newly produced stock, employment of more staff to ensure effective customer services as well as extensive monitoring of the food production processes to avoid inclusion of foreign materials in the products.
Introduction
This report will further investigate the consumer complaints presented against the food company. Additionally, the knowledge gained from the customer complaints will also be evaluated, and information gained used for the benefit of the company to refrain from such complaints in future (Fornell and Westbrook, 1984, p. 69). Furthermore, an advanced approach will be put in place to effectively ensure retention of the customer as well as the other customers.
Findings
.The customer complaints were examined. The list below depicts the customers’ grievances:
- Tampering of the food product
- Presence of foreign material in the popcorns- hard glass
- Lack of Courteous production processes customer services
It was also found that most customers had withdrawn from their negative evaluation of the company in light of the company’s apology. Instead of compensating the customer, the crisis manager instead publicly acknowledged and apologized and promised the customers of better and considerate products.
Conclusion
It can be concluded that the staff at Happy Snack Foods need to be informed on the need to be courteous during food production and packaging to avoid inclusion of foreign materials which may harm the consumers and create a bad reputation for the customers. It can also be concluded that the customers were flowing back to get foodstuff from the company as the company apology triggered them to adopt a positive image of the company.
Recommendations
Based on the above-stated findings, it is recommended that;
- All produced products are inspected for faults
- More training should be conducted by the staff to ensure they gain more skills in courteous production
- Managers should extensively monitor the production process to avoid errors
