Communication Strategies

Executive summary
The proposal has been submitted to the General Manager of the company, Mr. John, by the senior office staff at Drill Business Services. The purpose of this proposal is to bring into light the recent problems that the company is facing with regard to the customer complaints which is then affecting the revenues. This proposal would bring all the symptoms of the problem to the knowledge of the general manager and a solution would be proposed by the senior team at the office. This solution aims to reduce all the customer dissonance and encourage a healthy work environment within the office.

The problem as identified by the senior team members is the lack of concentration by the sales personnel towards the customers. From our close observations it has been observed that the office staff does not have a proper work environment as they have a lot of distractions while they are attending the customers. This has made the customers feel neglected due to which they have had this dissatisfaction. The foremost problem that was identified was the mismanagement of the employees themselves.

I have suggested a few solutions to this problem which are based on introducing the clean- desk policy at the work place. This would help the employees manage themselves properly and the customers would also be taken care in the best manner. I feel that in order to sustain our competitive advantage of good customer service, Mr. John should incorporate the suggestions provided in his decisions regarding the work place.

 Introduction
The purpose of this proposal is to identify various problems that our company has been facing in since last few months. The proposal tends to give a clear insight of the problem and after that I have suggested some solutions to the problem that I feel would help the company in coming out of this turmoil. Our company Drill Business Services is a sales oriented company where the number of sales done per day is very important and affects the revenues of our company heavily. The employees are given daily sales goals which they have to achieve.

Drill Business Service is a consulting firm which provides complete business solution to the clients. It is located in Czech Republic and manages the HR related functions of various companies who have outsourced their work to the company. The employees on daily basis have to get clients as the company is in its growth phase and is looking for more and more employees in order to achieve economies of sale. (Drill Profile)
Being selling oriented requires the focus to be only on sales for which the interaction with the consumer has to be done in a very superior way. (Longenecker, Moore,  Wil, 25)

Problem Identification
Mr John, I as the team leader for this tenure have been facing a lot of problems in terms of customer satisfaction which in terms is affecting the sales goals which the employees are not being able to achieve.
Being a service provider, we have a direct contact with the customers. The moment of truth, which is when the sales persennol attends the customer, has become a little controversial as now the customers are not satisfied by the way they are attended. According to our data we have now been receiving 30 more compalints and a lot of customers are seen going back without getting their work done.

Surprisingly in these last few months we have also seen a few customers snapping and yelling at the sales people for the first time ever. We have always been very proud of our service but now this differentiator or the compatitive advantage is turning into our weakness because a lot of customers in their feedback have pointed out that they were not satisfied by the way they were attended. Moreover, they felt that the salespeople were not as active listeners as they used to be and had a lot of distractions while the customers were being attended.

I along with some other senior staff considered it as an alarming situation and we decided to have a close watch of the sales people while they were busy with the customers. It was obvious that there were no external sources responsible for this as the compalints were regarding the environment of the office and the sales people.

Solutions
Sir after a complete and a thorough research we have found out that the basic problem right now is the mismanagement of the employees due to which they are not been able to serve the customer in the best manner which has had an impact on the sales goal due to which ultimately the revenues of the organization are going down  (Cooper).

Solution  1
I feel that in order to curb any sort of mismanagement or distractions within the office, you should incorporate the clean desk Policy within the company. By the clean desk policy I precisely refer to a corporate document which directs the employees to leave their desks clean when they leave for there places after the whole days work. (Falcone,63) This would enforce all the employees to make sure that when they leave the office their desks are clean and no official document or any other belonging is left idle on the desk.

Affect on the employee
This would create a habbit of keeping the desk clean in the organization as everyday before leaving the premises, the employees would make sure that the desks are left empty. Due to this the employees would also avoid creating a lot of mess on the desks during they are working as they would know that they have to clean it before they leave.

Solution  2
Other than that, the employees should be given strict instructions to make sure that their desks are empty when they are attending the customers. They should be asked to make sure that no irrelevant document or anyother belonging is on their desk while they are busy with the customer. Once a customer is there with the saless person he should not be allowed to manage his documents or other personal things and his complete concentration has to be towards the customer.

Affect on the employee
This would help in reducing the compaliants that we have been receiving in past few months regarding the lack of concentration that the customers have felt from the employees. The sales people would not waste their time in managing their desks and handling their documents. They would focus only towards the customer while he is there. Moreover, the prim and proper work place would represent a healthy work environment and a good personality of our company. Since the employees judge the company by the sales people with whom they interact, so they would ave a better picture of the organization into their minds.

Solution  3
Clean Desk policy would not be restricted towards the  official documents only but would also include the food or any personal belonging that the employee may keep on the desk. The employees should not be allowed to have their lunch on the desk as it may become dirty with it.

There should be a strict rule regarding having lunch on the desksand even for beverages it should be made sure that as soon as it is drunk it should be removed from the desk. (Cochrane, 99)

Affect on the employees
By adopting this solution the work place would become more presentable and the customers would also feel comfertable while they are visiting the office. This measure would ensure a clean and hygienic working place with prim and proper desks and the overall workplace.

Advantages of these solutions
By incorporating the above solutions into the business practices, the company can enjoy various advantages which are as follows
First and foremost this policy would encourage a paper free environment in the office as people will prefer not to have a lot of documents which they would have place in order before leaving the office or attending the customers.

A proper working environment would be in place where no clutter would be found on the desks and no irrelevant material would be placed on the desk while attending the customers. This would also help in reducing any deviation by the sales person.

This policy would help in boosting the image of the company as the sales people and the office environemnt represents the company. A clean and a properly manged office would have a good impact on the employees.
Most importantly the core problem which is customer dissatisfaction would be reduced and they would be attende in a better way as the customers would not waste their time in managing their desks.