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Essay on Customer Focus [2]
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You've written a good essay! I've done some editing for you:
At Park Place Lexus, the company
works really hard to
achieve customer satisfaction. The company doesn't just focus on making their employees happy or listening to what they have to say on how to improve their quality, but they focus more on their
clients (customers) to find out how their company could
improve at two of their locations in Texas. Park Place Lexus has one very
effective technique that they
use to obtain information from various sources to define market segments and target clients
; that technique is the "Listening and Learning Process." By using this technique
, Park Place Lexus can identify the types of client and potential clients that live in the surrounding two areas owned by Park Place Lexus and to identify
client needs and exceed their expectations.There are many access points for client feedback that are being
used in the dealership. One of the most significant access points is the use of "suggestion boxes," which are located in and around the important area of the dealership, where the clients and employees can have access to the box easily. The suggestion boxes are
checked very often by the human resource employees and are then input into the computer system,
where the suggestions are sent to the manager to be
discussed later on in the manager meeting. By doing that it allows
managers and other employees to be continuously improving their product and satisfying
customer wants and needs, whether adding new loans service, adding more vending machines, or even adding free features for the cars, and improving dealership customer service. After reading all the suggestion messages, the company management team sends out thank you
messages to the clients and employees for their suggestion feedback. That is what I
call pure quality.
Another access point to the listening and learning process is the complaints system. Park Place Lexus takes every complaint seriously whether it is the
employee's or the client's, and works to resolve the complaint quickly. All the employees have access to the online "Clients Concern Resolutions," system to log any complaints they receive. After the concerns have been
resolved, whether it is on
the phone or in-person, the department managers will provide
a "follow-up call" to see if the resolution has
met or exceeded his or her needs. By doing that Park Place Lexus
is building loyalty between the employees and customers. [Note: I am not sure if you are using British or American English; if British, then it's okay to use the plural when referring to the company, so "Park Place Lexus are" would be fine.]
Focus groups are also another key access point of the Listening and Learning Process. Focus
groups allow the company to see what kind of thoughts the clients have on their product, dealerships, and service.
These sessions are open whenever changes in client expectations are identified, when researching new opportunities or when preparing for strategic planning.
At Park Place Lexus,
it is all about building
relationships with the clients so they can have a sense of excellent quality at Park Place Lexus. The relationship starts when the clients first
set foot onto the dealership property. Employees are trained to greet the clients in
a certain way and make them feel as comfortable and
relaxed as possible and
offer them drinks. The atmosphere at the dealership is very soothing and
luxurious. The reason behind this relationship building is because they once lost many of their clients due to
a lack of relationship-building and a not-so-luxurious atmosphere at their dealerships. As a result, by reading
clients' feedback, it provided the opportunity for the dealership to be more interactive with their clients and employees.
One of the interesting access points that Park Place Lexus does is known as "follow-up process,"
several days after the client receives the product or service. The dealership will either do a "follow-up call" or "follow-up survey" by mail. This is to obtain information on
clients' experience with the product or service. Follow-up
calls also allow them to hear any constructive feedback about their sales or services experience. The feedback is then read like a suggestion card and is used to improve the sale and service process later on in the future.
Now you just need a good summarizing paragraph, maybe three sentences, to tie it all together. Good work!
Thanks,
Sarah, EssayForum.com