Controlling staffing costs whilst meeting customer expectations for customer services Free essay! Download now
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Controlling staffing costs whilst meeting customer expectations for customer services
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DescriptionControlling staffing costs whilst meeting customer expectations for customer services - Human Resources assignment
Controlling staffing costs whilst meeting customer expectations for customer services: Cost of staffing is very wide term, which includes any sort of direct or indirect cost incurred by company in the process of their day to day activities or for the achievement of respective target set by the management. Cost of staffing covers various elements such as follow:
Staffing Hours: This factor is mainly based on trading hours of a company. Such as if the company runs its business 7days a week, what would be their opening and closing hours during week days and week-ends specially Sunday trading hours. The Manager should find out what are the peak hours (busy time) during a day throughout the week and wee-ends so that they can plan staff-roster accordingly. For i.e. in my company Wednesday, Thursday and Friday are most important because these are the likely days we have our deliveries, which demands more efficient staff to be in store without fail. While Saturday and Sunday are the busiest day of our business as customer rush is very high, so these particular days manager roster particularly those staff which are efficient of working under such a busy environment and productive in terms of gaining sales by satisfying customers expectations with no doubts. Monday and Tuesday requires more clerical work in terms of chasing suppliers for customers orders and dealing with queries from head office or transport companies. Any special occasions such as bank holidays and special promotions such as blue x which is one of the biggest promotions of all time requires additional staff.
Customer Expectation: This element can be split in to two different categories 1. Nature of the product & 2. Nature of purchase. Both of these categories are linked to each other very closely. What products a company is dealing into? Who are their target customers? How frequently a product can be purchased? In my company we trade soft furnishings, beds, furniture and lamps. The product itself tells what would it require to sell? Furniture and beds are products which customers require assistance from specialists all the times. These are long term purchases for customers and costly at same time. This indicates an obvious need of exceptional customer services, which can be achieved by the specialist person, who holds the best product knowledge. If we think of a store like Pound land itís totally the other side of this element. Their customers donít really require any aid from specialists, because they are buying pattern is more likely a day to day product. They are well aware of what they exactly need and when they need.
Safety & Security: It is the most important component which canít be overlooked by ...
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