Tejal, a departmental service provider, has planned to sell goods in her departmental stores on cash policy. An old customer picks one of those goods and reaches the cash counter but finds that his wallet is missing. Tejal scolds at the customer rudely despite of recognising the urgency of the customer who requests her to give those essential goods for a short-term. Tejal takes the goods back and insults the old customer.
(i) Which one of the plans (Standing or Single-use) is applicable in Tejal's department store?
(ii) What are the various plans under the plan identified in question (i). In the context of the case study can any of these justify Tejal's behaviour? Explain with reasons.
Tejal, a departmental service provider, has planned to sell goods in her departmental stores on cash policy. An old customer picks one of those goods and reaches the cash counter but finds that his wallet is missing. Tejal scolds at the customer rudely despite of recognising the urgency of the customer who requests her to give those essential goods for a short-term. Tejal takes the goods back and insults the old customer.
(i) Which one of the plans (Standing or Single-use) is applicable in Tejal's department store?
(ii) What are the various plans under the plan identified in question (i). In the context of the case study can any of these justify Tejal's behaviour? Explain with reasons.
(i) Standing plan is applicable in Tejal's department store.
(ii) Various plans in the standing plan are :
(a) Objective: Being a departmental store the objective should be customer service which was not achieved by Tejal.
(b) Policy: Cash policy is provided by the departmental store, but the customer did not have cash. As per policy, the store cannot provide goods without any payment either by cash or credit (card).
(c) Procedure: As a service provider, Tejal has certain procedures to follow for ensuring smooth sale of goods. While she did not allow the customer to purchase the goods she was not needed to scold any customers.
(d) Method: Tejal could have approached the situation in a different manner by politely refusing to give goods to the customer and asked him to return with money.
(i) Standing plan is applicable in Tejal's department store.
(ii) Various plans in the standing plan are :
(a) Objective: Being a departmental store the objective should be customer service which was not achieved by Tejal.
(b) Policy: Cash policy is provided by the departmental store, but the customer did not have cash. As per policy, the store cannot provide goods without any payment either by cash or credit (card).
(c) Procedure: As a service provider, Tejal has certain procedures to follow for ensuring smooth sale of goods. While she did not allow the customer to purchase the goods she was not needed to scold any customers.
(d) Method: Tejal could have approached the situation in a different manner by politely refusing to give goods to the customer and asked him to return with money.
