To: Tan Yum Gong, Marketing Director
From: Qian Lai Ye, Marketing Manager
Date: February 14, 2013
Subject:CORRESPONDENCE AGAINST THE QUALITY OF EMPLOYEE THAT AFFECTED THE COMPANY At your request, I am submitting this report detailing my recommendations for solving customers’ dissatisfaction and to prevent the further mistake. My recommendations are based on our incident handling experience. And we also consulted our council lead by Dr. Raymond Max. Background
During the routine operational conference, a supervisor reported a customer feedback about negative effect after using our healthcare product for few days. The customer requested a rationally reason and remedies for her loss. Meanwhile, we had also discovered that there was public opinion about product reliability. Problem
A new recruited salesperson that is lacking of experience and product knowledge has recommended an unsuitable product to the customer. As a result, the customer faced unfavorable outcome such as acne growing and face blushing. The supervisor replied her feedback that they will proceeded towards it as soon as possible. During this period, we found out that there are many adverse comments against our healthcare product that are spreading through the social media.
According to the council, our supervisors and managers revealed that the main problem occurred was due to our insufficient training provided to the new employees. They point out that those employees were unable to perceive the customers’ needs accordingly and may recommend unsuitable products to the customers. This will affect our brand’s product if there is no suitable solution. Throughout the questionnaires that were given to all new salespersons, we found out that 35 out of 55 of them unable to understand the products well. Not only that, most of them never experiences the products before or even study about them after they had done...