Reference no: EM131576327

Company X though sales has a target that is more short term focused, it has monthly or quarterly assessed and most of the sales teams are aggressive in driving their operations to gain the maximum. There are many times they lose the customer satisfaction approach. The employees are over promising to customers, give unwarranted discounts that make the loyal customers feel cheated when it comes to getting a discounted price. With such instances the customer satisfaction is low which is bringing down profits for the company especially when it comes the unnecessary discounts to which the loyal customer are no longer wanting to shop their because they are not getting the same discounts as new customers, which is giving the company a bad name and losing the customer satisfaction. How does Company X need to fix these problems to give the better customer experience through customer service and gain profits?

• How would you act in this scenario? 
• How could you change the process for addressing this problem?
• Are there some different outcomes that could have served each party?
• What are the long-term implications of these solutions? 
• Follow-up the scenario with some alternatives.