Leadrship – Assignment Example

Discuss the methods that can be used to improve the teams skills… Since some decades, organizations have started recognizing the fact that it is not sufficient to simply offer the customers their products; instead, it is becoming increasingly important to provide the customers with pleasant experiences (Schultz & Schultz, 2004). Ziptech must arrange sessions and training classes for its employees, especially the customer service team, regarding the significance of external workplace communication with the customers and the importance of good behavior and product skills. The customer service team must be realized that effective communication skills are an extremely important issue for effective organizational behavior that attracts clientele and increases sale. Total Customer Experience (TCE) has taken the managing experience in a totally new dimension. TCE management involves carrying out of such strategies that deal with predicting what the customer expects, how those expectations are going to be met and what will be his feedback after going through the whole experience. Thus, the organization and managers need to organize steps or clues that meet not only the physical expectations of customers but also their emotional requirements. Clues give off signals to the customers to attract them and the most important and difficult part of TCE management is to recognize and manage these clues. A clue is something that the customers can sense or see making them prefer one specific company physically and emotionally, for example the product, its wrapping, the seating arrangement, staff’s dressing, their language, and so on. These clues when combined define TCE, and are able to make the customers want to go through one specific experience over and over again, and this is what enables one company to succeed in competition with another. Ziptech should train its staff in TCE so that they are able to handle with the customers’ complaints in an improved way.

Schultz & Schultz. (2004). IMC, The Next Generation: Five Steps for Delivering Value and Measuring Returns Using Marketing Communication. USA: McGraw-Hill Professional.