Customer Service and Organisational Effectiveness

client Service and Organisational EffectivenessCustomer Service and Organisational EffectivenessBROWN THOMAS GROUPBrief compass and how competitive the trade place place isBrown doubting Thomas is a luxury lifestyle insert which has stores set(p) in Dublin, Cork, Galway Limerick. It is home to an unpar al star(prenominal)ed range of Irish International Designer Brands for women, men, children homew atomic sub referable 18s, accessories lulu harvest-feasts all sourced worldwide. Established in 1849 by haberdashers drapers Hugh Brown and James Thomas. In 1919 it was bought over by Harry Gordon, Selfridges who operated it as part of the Selfridge chain. It was in the 1960s when the comp whatever went public on the Irish Stock Exchange and it was then that Galen Weston bought sh bes in the company. In 1983 Weston bought the remaining shargons and it was then Brown Thomas was born and became a private entity.Whilst the industry they be twisty in is a in truth volatile one, B rown Thomas puddle positioned themselves at the top of the market place, with an ever increasing sales port-folio whilst move outering a five-star node service to their customers worldwide. A store that is listed among the silk hat in the world, yet remains quintessentially Irish and unique. gull MarketBrown Thomas pride themselves on world customer focused offering a wonderful cropping birth displaying their beautiful items sourced from all over the world, they be unrivalled with customer service. From the minute a customer steps into one of their stores they lead be treated with a superb customer experience as this forms part of their Mission rehearsal delivering on a five-star service to their much valued customer. in that respect is an on-line shopping experience called mop up Collect which delivers on their flawless run for their customers who brooknot access their stores. They also see rolled bug out a Loyalty Card (See Appendix A attch) service to their cus tomers, giving some(prenominal)thing back to them with every euro spent at heart a store, points will be stored on their cards which are redeemable against any item inwardly their stores.There are two types of cards, Black and Platinum with their Platinum cardholders spending over 5,000 a year. On your Birthday you earn triple points for that week. You will be the first to hear about in-store promotions, receive invitations to events, previews and make shows. Along with the Loyalty Card Brown Thomas substantiate introduced their own MasterCard (See Appendix B attch) which has an request rewards system where you will receive certain rewards and if you shake both cards its doubly rewardingHow the composition fronts itself to customers versus the customers experience announceAs the group have to be constantly ahead of their competitors, the power of publicize is very advantageous. They would constantly keep their customers abreast of any in-house promotions, new stock arrivin g by sending out circulars and also reaching out to their customer base by texts and emails. Also they hold a numerous amount of fashion shows for new season stock inviting their customers to come along and visually enjoy what the shop is offering. They are involved with many charities and run fashion shows in conjunction with these in order to kindle much needed funds. Also when they go into their end of season sales they advertise both in the national newspapers, TV and radio alerting their customers of their salePremisesTheir premises turn up in Dublin, Cork, Galway Limerick have all been refurbished to a very uplifted standard offering luxury surroundings to their customer. They have restaurants, cocoa shops and toilet baby-changing facilities. There are also disabled bathrooms which which are all located on their backcloth taradiddles.Also each store has a professional shopper who has their own rooms where a customer do-nothingnister be brought to in private and will be assisted in their shopping requirements whilst being relaxed in a beautiful environment. all stores are fitted with high technical security systems along with a call forth of the art fire emergency system installed, thus ensuring their provide and customers of a safe environment.Products or servicesThey offer a wide range of Irish International designer luxury goods sourced worldwide including womenswear, menswear, childrens wear, accessories, beauty products and homewares, delivering on quality, range and price. An online shopping service has also been rolled out to their customers with convenient collection point. private-enterprise(a) discount rates are also offered. Complimentary luxury gift-wrapping in stores or delivered to your door. Personal Shoppers have been employed in each store in order to assist customers in selecting the right product whilst taking the stress out of shopping for the customer.How employees interact with the customer, each other and managementEm ployees are trained to deliver a fist class customer service to their customer from the minute they enter their store until they complete their shopping and leave. As there is ongoing customer service, team building in-house days that all employees have to complete, interact very positively which creates a very well-disposed and uplifting working environment. charge also participate in these courses thereby ensuring the ethos of the organisation permeates through from Management to floor staff.Personal garment/Uniform/Hygiene/ circumspectionBecause of the business they are involved in, staff care and hygiene is of the utmost importance. It is vital that they are well layed and groomed with particular attention to hair and nails as they are the front people who meet the customers. Staff there would wear black for their uniform and this is the ecumenical dress code throughout their stores. Staff also wear a name badge to identify themselves as part of their uniform.The Potential positive and the strength negative movePotential Positive adjoin on consumersPotential Negative impact on consumersUplifting Shopping ExperiencePrice point as well as highReceiving a five star customer servicePoor car lay facilities unbroken abreast of fashion trendsSome Departments not clearly markedDisability and DiversityBrown Thomas caters for all age groups from the elderly to young babies and also people with disabilities. They cater for wheelchair accessibility with double doors that can be opened if needs be and Disabled bathrooms are situated on all reasonableness floors in all stores along with spacious lifts to allow disabled shoppers to move freely throughout their stores in order to shop.Customer Service and Organisational EffectivenessARDLEA MEDICAL CENTREENNISBrief Background and how competitive the market place isThis practice was established in 1999. It is located at 79 OConnell Street, Ennis, Co. Clare. The practice is owner diligent by Dr. John MacCarthy, MB Bch NUI MICGP and his wife who is the practising nurse Eleanor Quill. There are two administration/ reception staff, Marie and Mona. This is a paperless office where all your details are registered on a computer and all consultations are registered on your computer file.This surgery is located at the end of OConnell Street in Ennis where there is modest competition as most of the other GP practices in Ennis at the other posture of the town.Target MarketArdlea aesculapian Centre has its panel of GMS (medical card holders) patients along with private patients.How the organisation presents itself to customers versus the customers experience advertizeDue to the nature of this business there is little need to advertise for new patients. In fact, it seems to be the direct opposite in that their list is full.PremisesThese premises which have been newly refurbished and it is very bully edge. It consists of an entrance hall which houses the reception theater which is cordoned off by glass. There are two toilets, one located on the ground floor and the other is on the first floor. On the ground floor is a beautiful time lag room which hosts a full wall photo image of the wood in Dromoland Castle. The nurses give-and-take room is also located on the ground floor. Dr MacCarthy also has a treatment room on the ground floor with two more on the first floor. work lendableAt Ardlea Medical Centre, they offer a wide range of services to patients in addition to consultations for general medical queries, routine follow-up and ongoing medical problems. The following are services that are offered to patients below the GMS scheme including the Under Age 6 scheme and Over Age 70 scheme. The following are the services that the totality offersBlood Pressure MonitoringCryotherapyCervical Smear testing (See Appendix A attch)Travel Health advise and screeningAnte-Natal Care (See Appendix B attch)Child Immunisation dietetical Advice Smoking CessationDiabetes ClinicHow the e mployees interact with the customer, each other and managementThe Ardlea Medical Centre whilst a very use up practice is also a very inviting atmosphere with the most welcoming reception staff who go above the call of duty in order to facilitate with assignings or for an urgent appointment if needs be. Both the Doctor and the Nurse act with equal professionalism, discression and their medical knowledge would make any patient feel very confident to be under their care.Personal Dress/Uniform/Care/HygieneThis is a bright and uplifting practice to visit with great attention paid to cleanliness and hygiene. There doesnt seem to be any uniform for staff who are always neatly dressed presented well.The potential positive and the potential negative impact Potential positivePotential negativeThe comfort of learned that you are being medically well cared for by the TeamSomemultiplication long waiting times to visit Doctor due to volume of patientsBeautiful Uplifting Surgery to visitPoor parking facilitiesDisability and DiversityThe Ardlea Medical centre cater for all ages from babies to over 70s all who are receiving the dress hat knowledgeable and professional care.Wheelchairs can access the surgery through the widened front door and there is a disabled bathroom on the ground floor along with both Doctors inhabit and the Nurses Treatment Room located alongside.Customer Service and Organisational EffectivenessCustomer Service and Organisational EffectivenessTreacys West County Hotel1.The West County Hotel was primitively built in Ennis by the Lynch family in the late 1960s.It was taken over by Waterford base Treacys Hotel Group in 2013.It remains one of the most popular, well established iconic hotels in Ennis.It fights off all competition from a number of hotels in the town by offering an excellent experience for families and business alike.Unlike other hotels which are within walking distance of the town, it has beautiful leisure centre which includes a fully equipped gym and a puffy swimming pool.www.clare-tour.com/accommodation/Lynch_West_County_Hotel/2.The hotel has one large conference centre and four large board rooms targeting business and a variety of groups.The Family congenial hotel has 152 rooms with en-suite bathrooms and access to all amenities in the hotel and therefore attracts families from Ireland and abroad.There are excellent restaurants, a caf and bar with bar food. The hotel, therefore, receives a large amount of business from local people who can have their needs met and enjoy the facilities of the hotel.https//treacyswestcounty.com/3.AdvertisingThe hotel has an excellent website which is very easy to navigate and has its own Facebook page.It advertises in a number of magazines such as bridal and holiday magazines.Upcoming events are advertised weekly in the local papers (Clare sorcerer and Clare People) and local radio.https//www.facebook.com/TreacysWestCounty/ (see App. A)PremisesThe building had a complete ref urbishment in 2013.All fixtures and fittings are maintained to a very high standard.Products and ServicesThe hotel offers a range of opposite services which include a beautiful caf and 2 restaurants.There is a leisure centre which includes a state of the art gym, aerobic centre and large swimming pool.The cost of a full rank is 350 per year which is quite expensive compared with other leisure centres.Employees interaction Customer service standards are high from the receptionist through to the leisure centre staff although some waitresses are not as friendly as others.The bar and waiting staff in Borus Bar seem to be run off their feet during busy times. This, in turn, does not reflect well on management.Management presentationThe management and staff present themselves well with a stylish uniform for managers and staff alike.The housekeeping staff also wear a stylish uniform and are friendly towards the customers they meet.4.Positive and Negative impact of question 3All events, fr om afternoon tea dances to specialized concerts, yoga classes and workshops are advertised so as to reach all customers.The Clare Champion and Clare people newspapers, along with their current up to date website and Facebook page make for a positive impact on customers.There is a positive vibe in the hotel and this is mainly due to the friendliness and qualification of the staff along with the wonderful facilities and proximity to the town centre.There is a negative impact on the customer when they see that the bar staff are overworked during busy periods and are unable to give the customer their full attention. Management will need to look into this and in turn take on spare staff at these times.The management should also compare the price of leisure centre memberships in the area and either offer extras to the customer or reduce their price of membership.5. Disability and DiversityThere are only 2 disabled bays rigorous to the main entrance of the hotel. This is a very low numb er in relation to the size of the hotel and carpark in comparison to other hotels in the town.On the positive side there are very good facilities within the hotel to accommodate wheelchairs e.g. lifts, wide doors, ramps and disabled toilets.All nationalities are encounter although the hotel has been known to turn away a Traveller weddings.Customer Service and Organisational EffectivenessParnell Medical Centre1.Parnell Medical Centre was set up in Ennis in 2011 to cater for the needs of the developing town.Dr Conor Hanrahan, who was already established in the town, remained the only restore operating from the building until 2014.He was then joined by Dr John Boyle, an English man, who had worked in the Elm Medical Centre on the Gort road in Ennis for a number of years.There is no competition between the surgeries as there is a shortfall of doctors and the demand exceeds supply.2.The surgery, and both doctors, cater to the needs of all patients registered with them.It provides the services of a nurse, who is on hand to swap with minor complaints, take blood, smear tests etc.There are 3 very caring and friendly receptionists.3.AdvertisingThere is no official website for the Parnell Medical Centre although both doctors can be reviewed online.Advertising is not necessary as the demand for doctors services exceeds supply.(see App B)PremisesThe premises are located on the first floor with a lift which can be accessed through the pharmacy below.Each doctor has its own separate waiting room.There is a childs play area in one waiting room and a beautiful fish tank in the other.Both waiting rooms have easy access to the bathroom.The surgery looks clean and tidy and is painted on a regular basis.ServicesBoth doctors provide routine and urgent medical care, prescriptions and medical certificates.Medical card holders are welcome at the surgery.The Receptionists answer the phones, take appointments and write up all the paperwork for the doctors.There is a conveniently l ocated pharmacy on the ground floor.Employees InteractionAll staff at the surgery seem to interact very well with the customers and also with each other.The receptionists greet all patients with a smile and are assistive and understanding.Management presentationDr Hanrahan always dresses in a suit whereas Dr Boyle is more casually dressed.Both are very clean and tidy and always use gloves when an examination is necessary.Hand sanitizers are constantly being used throughout the surgery by all staff members especially the doctors and the nurse.4.Positive and Negative impact of question 3.There is no official website for the Parnell Medical Centre so anyone looking for information on their services will be required to call in or phone the practice.The surgery does not take calls from 1pm 2pm and this can be frustrating as it may be the only time some patients are able to phone.There are two separate waiting rooms so overcrowding is never a problem.The premises are kept neat and tidy and children are entertained while waiting, due to the large fish-tank and play area.The pharmacy on the ground floor is a major advantage.The staff in the surgery are polite, empathetic and friendly.The receptionists interact very well with each other and work expeditiously in conjunction with the doctors.5.Disability and DiversityThere are sufficient disabled bays in close proximity to the surgery as it is adjacent to the Parnell street car park.There is a lift which can fit a wheelchair.One of the waiting rooms is wheelchair friendly along with the bathroom.The surgery caters for all ethnic groups, including travellers, with no discrimination against anyone. www.whatclinic.ie/doctors/ireland/county-clare/ennis/dr-dermot-boylewww.whatclinic.ie/doctors/ireland//ennis/dr-conor-e-hanrahanEnc