Question : Case Study 13:
IJK Retail is a chain of retail stores. The company aims to maintain consistent customer service standards across all its outlets.
Question:
What would be the first step for IJK Retail in the process of controlling?
Option 1: Setting customer service standards.
Option 2: Measuring customer satisfaction.
Option 3: Comparing sales data with targets.
Option 4: Taking corrective action.
Correct Answer: Setting customer service standards.
Solution : The correct answer is (a) Setting customer service standards.
The first step for IJK Retail in the process of controlling would be to set customer service standards. This involves defining clear and specific expectations for customer service quality that the company aims to achieve across all its outlets. By establishing these standards, IJK Retail provides a benchmark against which it can measure actual customer service performance and determine whether any deviations occur.
Once the standards are set, the subsequent steps such as measuring customer satisfaction, comparing sales data with targets, and taking corrective action will follow to ensure that the established standards are being met and maintained consistently across all outlets.
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