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HUCAPADJ is a service business that offers haircuts for various reasons and occasions. It is a barbershop that has been active for the past 4 years and earns an estimated amount of Php 400,000.00 per month. The business intends to purchase or develop Customer Relationship Management (CRM) software and develop and implement a customer service training program.
The customer service program of HUCAPADJ Barber Shop is notable and efficiently presented for it comprises of a brief but concise customer service strategies, realistic points for the measurement of success, and an ideal prediction of oppositions towards challenges: however, it still needs enhancement and minor revisions in certain areas.
The customer service program of HUCAPADJ is well-constructed in view of the fact that it comprises of a brief but concise customer service strategies that manifest business goals and objective. One of which of is establishing online membership of customers and loyalty cards, hotline for reservations or appointments, and the development of ZOHO Software that includes business applications, accounting, market research, and information technology.
According to Charles (2018), settling service issue is the extensive objective of customer service, which includes improving the customer experience and results in increased customer loyalty. In order to achieve success in any organization, demand for a strong outlook and implemented strategy for customer service must be considered a critical component (Lotich, 2016). Measuring and tracking financial performance, production, and labor helps in determining the probability of success in a business (Ashe-Edmunds, n.d.).
The program developed by HUCAPADJ acknowledged pragmatic measurement of success that presents customer retention rate, feasible salary increase, and generated target profit. It showcased key performance indicator that translates to understanding a companys progress (Smith, 2017). Quantifying the average number of customers per barber accumulated a specific and realistic point towards measuring the advancement of the business towards growth in profit and sales. Moreover, the business presented and exemplified an ideal prediction of oppositions towards challenges to be faced during the implementation of the program. The generated factors such as competition in pricing, supply shortage, duplication of services being offered, and shortage of workers are specified in accordance with the possible circumstance the company may encounter. According to Info entrepreneurs (2009), as a business expands, different problems arise that demands different solutions. The anticipated challenges showcased scenarios that may occur thus the company overlooked not only its overall success but the challenges it may experience.
Despite these strengths, the customer service program needs enhancement. First, the analyzation of the back-up plan that was limited only to the software and the program of the company. There are more relevant factors that are need of recognition if ever the business ceases to function. Any business is impacted by many internal and external factors wherein some, unfortunately, is beyond your control (Ruthnam, 2018). Second, the allocated time frame is in need of or required an extension to indicate accuracy and observe overall consistency. Businesses should view customer service as a long-term strategy alongside other business functions. In order to attain outstanding customer service, commitment and eagerness over an extended period is requisite (Tschohl, 2013). Lastly, the financial perspective notably the relationship between the strategy and budget implemented for the articulated training programs and the improbable software (ZOHO) prices. The cost or amount allocated for the development of Zoho Software application is not enough for the overall construction. According to Thumbtack Editiors (2017), developing software would require a large amount of investment in a company, the cost for a simple mobile application with limited features often costs $20,000 and $80,000. With this in mind, the amount stated by the developers, which was Php 800 per month, is insufficient and impracticable.
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