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Hometownfinal 120201005759 Phpapp02
Hometownfinal 120201005759 Phpapp02
2-Service product Products from all major manufacturers of several products as sanitary ware, bath fittings, fixtures, furnitures, etc. displayed. Customers given price, service & product guarantee. One year gurantee on workmanship of jobs undertaken from the date of job completed. Every product or service provided backed by reliable manufacturers and service providers. Exchange/ Refund option with customer in case of any manufacturing defect.
3-Interaction quality Aggressive advertising with the USP of Ab ghar banana kitna asaan. Full page advertisements, hoardings, Slogans used as part of the advertising and communication campaign. What you see is what you get pitch used with the customers. Focus on pre sale engagement with use of software to design fancy modular kitchens. Commitments and guarantee of delivery and installation within stipulated timelines.
Assurance Knowledge & responsiveness of employees who are able to inspire trust and confidence Multiple assurances provided to Mrs. Dogra on the initial design chosen but the final product delivered was different. Timelines of 30 day delivery never met and rather a 90 day to and with total service failures from the company , hence never kept assurances on timelines. False assurances by Mr. Vipin (manager) and unsurity of delivery creating total ambiguity for the customer. Unprofessional acts by Mr. Vipin of not taking the customer calls, hiding away from face to face discussions with the customer.
Tangibles Physical delivery against order, equipment and appearance of personnel Customer asked to review his product specifications as the earlier ordered product stock was no more available with the company and to get the same stock customer will have to wait for over 3 more months. The kitchen material later supplied was also short supplied. Also the plumbing work though approved by the technical team of Hometown was still not in order. Work was finished will the plumbing problem still unattended. Material supplied finally was also different from the one selected by the customer as an alternative to the earlier specifications.
Responsiveness Willingness of Home town to help customers and provide prompt service Mr. Vipin consistently ignored the customers phone calls. No pro active communication to the customer on delivery delays. Auto generated messages to customer complaints with no response for days together despite repeated reminders. Callous attitude of the employees towards commitments to complaint customers. Multiple escalations to reach out to the senior employees in the hierarchy for resolutions.
Empathy Giving individual attention to customers; understanding and caring for the customer Ineffective display of empathy to the customer despite repeated follow ups and reminder sent from the customer. Indifferent attitude of employees post sales. Ineffective management of escalations and no considerations to customers agony of dismantling her kitchen and alternatively using the bathroom as kitchen in the given state.
Conclusion
According to this case study conclusion is that Home solutions(India) Ltd. is not fullfilling the their core values , whatever they mentioned. The major issues regarding this case study are: Improper understanding of customers needs and requirements. Lack of communication between management and customers/ employees and managers. They are much more concerned about transcation. Avoiding customer complaints. Inappropiate reovery mechanism for service failures.
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