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AB221 Customer Service

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AB221 Customer Service

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AB221 Customer Service

0 Download2 Pages / 441 Words

Course Code: AB221
University: Kaplan University is not sponsored or endorsed by this college or university

Country: United States


There are various duties that are completed by customer service managers. One of these responsibilities is the SWOT analysis (which is one of the most popular types of analysis tools) to determine where the company’s customer service stands relative to the competitive environment in which it exists. Use the information that you have learned about the SWOT analysis to complete the following Assignment.
Customer Service Planning
As part of the customer service planning process the
director has asked you to complete a partial SWOT Analysis and come up with some SMART goals for the Porcupine Health Club (PHC). Be sure to complete the SWOT Analysis tutorial in the Learning Activities to be better prepared for this Assignment. Based on the scenario found in your Discussion, address the check listi tems. 


Complete the SWOT Analysis part of the Assignment template provided using your CSR Tool Belt for customer building strategies. You will complete the opportunities and weaknesses areas only.
Prepare some new SMART goals for the next year forthe Customer Service Representatives (CSRs) who staff the front desk as well as assist customers at the Health Club in line with the mission, vision, and values statements provided. 


Customer Service Planning Aligning Company Statements with Goals
Fill in the opportunities and weaknesses sections of the SWOT below based on your viewing of the scenario at the Porcupine Health Club and limited information provided below.

Personnel that are athletes in their own right.
Updated facilities and equipment
 A visually appealing website.
 Great location

Poor financial management
Underestimation of competition
Much focus on individual training rather focusing on providing training to all members.
Does not change with time.

Increasing demand for fitness clubs due to increasing awareness amongst the people regarding benefits of being health conscious.
Increasing demand for value-added services like yoga, healthy and nutritionist diet, personal training, etc.
Growing health concerns.

 A nearby competitor has recently opened their doors
The competitor’s company blog is very popular
The consumer has become more sophisticated and more demanding

SMART Goals for PHC:
Enter the SMART goals here
Porcupine health club functions in a very competitive business environment and with regards to this, SWOT analysis has executed for the organization to determine weaknesses and opportunities in relevance with developing new strategies. Following are organizational SMART goals:

Specific goals: Porcupine Health Club has made their goals; vision and mission clear as per their functionalities that their primary motive is to spread awareness amongst the target audience for being health conscious and fitness freaks. PHC renders number of health related services and in order to make those services effective and efficient, club has set timelines in order to build confidence amongst their target audience with the effectiveness of the services.
Measurable: As PHC has already set timelines for their services, thus, it will be easy for the organization to measure success and failure.
Attainable: In order to attain these goals and objectives, PHC has adopted certain effective strategies in relevance with spreading awareness amongst the target audience as well as to build appropriate brand image in the target market. This has helped the organization to attain their desired goals and in relevance to this, organization has also shifted towards trending methods in advertisement and promotional context with the objective of competing in the business environment in an effective and appropriate manner.
Realistic: PHC has made their goals as per their functionalities and on the basis of business trends, consumer preferences, tastes and demands. Thus, organization would easily be able to accomplish its goals and objectives.
Time: The goals set up by the organization are set for one year and as per the strategies adopted by the organization, it seems easy for the organization to attain those objectives along with enhancing its performance.    

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