Mr. A is a senior most member of a highly reputed company with considerable customer interface. In recent months, the business of the company has been going down. On detailed analysis, it was found that some of the functionaries of the company have impulsive nature, which has many a times led to altercations with the customers and even among themselves. This has adversely affected the work culture and sullied the image of the company in the market. He seeks your advice, as you are his friend as well as a person who understands management. 20 (a) What are the factors that you would consider in making your advice? (b) What steps will you suggest to deal with the situation that the company faces?

a) My advice will be based on the following factors -

1. Reviving the business of the company
2. Restoring the trust of the customer
3. Dealing with the impulsive nature of the employees
4. Enhancing the overall work culture in the company
5. Presenting a long-term sustainable model so that company's image is not only restored, but better than previous
6. Giving a feasible solution that Mr. A can appropriately propose to company

b) The plan of action thus will be -

• Customer feedback and reviews to be initiated, to understand the specific issues
• Simultaneously, feedback of employees will be taken regarding their interactions with customers, and also for their grievances within the company.
• The two sets of feedback will be analysed together. This will help us understand issues of not only customers, but employees.
• A detailed plan to be prepared now to address the issues.
• The employees will be sensitized and informed about the customer reviews, but only the legitimate ones as identified earlier.
• They will be trained to resolve these problems, including in anger-management for feery characters.
• At the same time, office trips, parties and ice-breaker sessions will be held to improve bonhomy between employees, especially those who don't see eye-to-eye.
• If an employee's behaviour doesn't improve, h/she must be warned and if needed, relieved of his/her duties.
• In the meantime, regular customer reviews to be taken to chart the improvement.