1. The value of customer service can be taught to employees in various ways. The first way is by showing employees how customer interaction is established and on which platforms such as face-to-face meetings, emails et cetera. The employees further need to be briefed on the client expectations in order to appreciate how essential customer service is instrumental in meeting them (Goodman, 2009). The employees can also be provided with information regarding the number of customer referrals that emanate from good customer service.
2. External customers are defined as customers that are not directly linked to an organization. In IAS external customers happen to be the local city government, building contractors and visitors. The local city government and building contractors contract IAS for automobile repairs and regular scheduled automobile servicing. The community members, on the other hand, purchase low cost used cars from IAS.
3. The internal customers are defined as clients that are directly linked to an organization. In IAS, the employees, South Western large car leases, and stakeholders are the key internal customers. The employees may require to purchase affordable cars or acquire cheap automobiles. The South Western large leases may require key information regarding the automobile market from IAS. The stakeholders may seek consultancy services from the IAS team.
4. The core competencies at IAS are repair services, cost-friendly products and honest reputation. Repair services are used to complement the main business of selling automobiles. The repairs make up 15% of the total IAS revenue. Cost-friendly products which comprise of second-hand cars are sensitive to the economic status of many potential buyers. The honest reputation maintained by the management has helped withstand competition for the last 15 years.
5. My business may focus on three key areas in order to enhance customer loyalty. Customer loyalty can be enhanced through after-sale services which go a long way to ensure that a customer is able to enjoy fully benefits of the products he or she has purchased (Brandi, 2001). Enhanced communication with the customer enhances loyalty as it creates a platform for interaction and follow-up. Rewarding repeat customers or referrals may go a long way in ensuring that customer loyalty is boosted.
References
Brandi, J. A. (2001). Building customer loyalty: The 21 essential elements in action. Dallas TX: Walk the Talk Co.
Goodman, J. A. (2009). Strategic customer service: Managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits. New York: AMACOM.
