Discussions

Nerds Galore is a Canadian company providing full-service information technology support to small Canadian businesses such as help desk, on-site troubleshooting, security, network setup, and other related IT services. In the beginning, the company had steady growth and an excellent reputation with its customers. Nerds Galore was focusing on some low-tech businesses such as boutique services, and later the strategy shifted to midsize customers that had capital with more sophisticated needs to stay in business (Fraser, 2015). Recently, the company has been experiencing a steady decline in customer satisfaction. The company did a thorough investigation and follow-up with many of their customers to find out the root cause of the problem. The executive team concluded that the leading cause of the steady decline in customer satisfaction was a result of high internal staff turnover, leading to gaps in customer services and service continuity (Fraser, 2015).

Nerds Galore need excellent customer service to grow their business to the next level. Customer service for small businesses is the most effective way to build and sustain a competitive advantage. When a company like NG is trying to stay in business, disgruntled customers can potentially be a disaster for the company. In contrast, delighted customers provide the industry with the best marketing strategy (Solomon, 2019). The success of the company will depend on the excellent customer services they promote, such as putting customers at the center of everything relating to the business. For a company like NG to be successful, they need to know what customers want by building a fantastic relationship with them (Solomon, 2019).

To continue providing reliable customer service, it is empirical that all the team members are knowledgeable about the latest technology. The Nerds Galore had 20 percent turnovers in recent years, which is a significant problem for the company because of its high focus on customer services (Fraser, 2015). They should establish frequent communication with their customers to improve turnovers. Improving turnovers means customers will be happy with their services and provide positive feedback for the company. When a company has positive feedbacks from customers, it boosts the sales of profit and the sales of products (Weiss, 2020).

Nerds Galore needs to pay close attention to customer feedback by ensuring that customers can share their opinions about their services through surveys. When customers know a company is listening to their concerns, they will be more comfortable investing in their products (Weiss, 2020). Another additional way NG could handle its risk factors not addressed in this scenario will be hiring employees with excellent people skills. Hiring people with good people skills is a recipe for customer service success. Most companies conduct businesses face to face, and having employees who know how to approach customers will be vital for the success of the business (Weiss, 2020).

The company needs to improve on the pay package for employees even though they are competitive. Improving the pay package will attract more employees to work for the company as most use money as a motivation tool to be better in their craft (Fraser, 2015). NG relies on its reputation with customer relationships and staff development to attract staff, which was not enough to motivate employees to work extremely hard. Regardless of the pay, some teams will still be motivated to work harder, while some will need the incentives to work harder, especially if they have experience in their area of expertise (Fraser, 2015). NG relies on whiteboards and emails to communicate with customers, which has not been effective. They need to invest in Customer Relationship Management software (CRM) that manages company relationships and interactions with customers. The goal is to improve business relationships and help companies stay connected with their customers (Salesforce, 2020).

1.Evaluate one pro and con above proposed description.

Response Requirements:

1. Be 2 paragraphs in length

2.Be supported by the required textbook and one additional reference

Points deducted if the submission: 

Does not use the required textbook as one of the two reference sources 

• • You  CANNOT use  Wikipedia, LinkedIn articles, blogs, paid vendors, certification websites, or similar sources in academic writing. You  CAN use reputable industry articles from publications similar to ComputerWeekly, PCMag, Wall Street Journal, New York Times, or similar sources. Academic journals and popular industry articles are accessible in the university’s library databases and Google Scholar. All references should not have a publication date older than 2005.

• Does not respond to the question(s) thoroughly meaning with more than 2 paragraphs

• Primarily consists of bullet points

• Uses statements such as “I have gone through your post,” “I have gone through your discussion,” “adding a few more points,” “based on my knowledge,” “according to me,” “as per my knowledge,” or similar

• Contains contractual phrases, as an example “shouldn't" "couldn't" or "didn't,” or similar

• Uses vague words or phrases such as "proper," "appropriate," "adequate," “it is obvious,” “it is clear,” “in fact,” or similar to describe a process, function, or procedure

• • • As an example, "proper incident response plan," "appropriate IT professional," "adequate security," or similar. These words are subjective because they have different meanings to different individuals.