Beau Street Runner, Ltd: A Case Study
The skills necessary for customer service within Beau Street Runners, Ltd include communication, listening, self-control, positivity, assertiveness, conflict resolution, empathy, depersonalization, taking responsibility and related skills. The best learning theory for this organizations will be the cognitive learning theory. This is because the Beau Street Runners, Ltd is currently effective in environmental training and they perform better with it. However, psychology and human behavior possess the most challenges. The cognitive learning theory will create better employees because they will know more about customer service.
Behavioral and cognitive issues will influence the organization's performance. For example, Beau Street Runners, Ltd (BSR) customers indicated on a survey that their courier was “curt” and “unresponsive.” They also stated that the courier was not able to explain why the package was late and that they were scared by the messenger. When there is a positive effect on the couriers cognitive changes and behavioral changes the organization will have positive influences on the performance of the organization (Morales, V.J., Ramos, M., T. and Rojas, R.M., 2012). Based on this information an individual can see that the customer service is disjointed. …show more content…
With excellent customer service, the customers will want to continue to use the company to have their packages delivered. The client's support is destitute within Beau Street Runners, Ltd and they make little or no effort to check the customer service department even though invest a significant amount of resources for self and packages defense. Some customer complaints are extremely high with a ration of 5:8 meaning that it is a major problem. Knowing this information will give the organization the information needed to be able to complete training that is suitable for the company that will be
Behavioral and cognitive issues will influence the organization's performance. For example, Beau Street Runners, Ltd (BSR) customers indicated on a survey that their courier was “curt” and “unresponsive.” They also stated that the courier was not able to explain why the package was late and that they were scared by the messenger. When there is a positive effect on the couriers cognitive changes and behavioral changes the organization will have positive influences on the performance of the organization (Morales, V.J., Ramos, M., T. and Rojas, R.M., 2012). Based on this information an individual can see that the customer service is disjointed. …show more content…
With excellent customer service, the customers will want to continue to use the company to have their packages delivered. The client's support is destitute within Beau Street Runners, Ltd and they make little or no effort to check the customer service department even though invest a significant amount of resources for self and packages defense. Some customer complaints are extremely high with a ration of 5:8 meaning that it is a major problem. Knowing this information will give the organization the information needed to be able to complete training that is suitable for the company that will be