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Handy Andy Inc. Analysis: Customer Service Problem

1359 Words6 Pages

Title: Handy Andy Inc Analysis Shakeria White California Intercontinental University MGT 630 Dr. Richard Rignall 4/29/2018 Handy Andy Inc Analysis Introduction As a business entity, Handy Andy is a company that manufactures, distributes and installs residential trash compactors. Handy Andy, however, is only directly involved in the manufacturing process of the compactors. It has contracted factory distributors and retailers to distribute and install the compactors. Handy Andy has an authorized factory distributor in every large urban area who was responsible for the delivery and installation of the compactors to the end consumers. The factories also filled delivery orders from the retailers that were licensed by Handy Andy. However, …show more content…

The body of the paper will include answers to a series of questions and a conclusion. Questions and Answers Is This a Customer Service Problem? Why or Why Not? Yes. This is a customer service problem because it involves the delivery and installation of trash compactors to the end users. The scenario that has been described pertains how the licensed retailers and factory distributors process, deliver and install the customers’ order. The installation of a product is part of the after-sales services which constitute to the overall customer service. Customer service refers to the way a seller treats a customer during the purchase and provision of a product or service. This involves the professionalism level shown by the seller towards the customer, manner in which after sales services are provided and how the seller responds to inquiries and complains from the customer (Hill & Alexander, 2017). Why Wouldn’t the Licensed Retailers Complain? Licensed retailers fail to register all their complaints to Handy Andy because they had no idea what was going on. The problems in this case were revealed by a research conducted by a hired research which means without the research findings, none of the parties would have discovered the underlying …show more content…

The revenues are generated from more sales as a result of positive customer relationship over a period of time. These are the revenues generated from a profitable customer or a group of customers against the costs incurred to attract and serve this particular customer (Balling et al., 2018). In the case of Handy Andy, its customer profitability is at a jeopardy since the factory distributors are providing poor customer services to the end-consumers which reduce the revenues generated from such customers. Customer service objectives refer to all the goals of a seller regarding to customer satisfaction. The ultimate objective of customer service is to make sure that the customer is satisfied with the manner in which the seller treats them. This essentially means that if a customer is satisfied, then the customer will buy more often from that particular seller. In the case of Handy Andy, the customer service objectives seem to be difficult to attain due to the poor delivery and installation services provided by the factory

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