Global Corporate Strategy and Trade Policy †MyAssignmenthelp.com

Question: Discuss about the Global Corporate Strategy and Trade Policy. Answer: Introduction I used to work in an organization as a customer support representative. The company was involved in e-commerce of products and services. The company has a worldwide presence and its services are available in all major countries of the world. It has expanded into many major sectors like drone manufacturing, cloud computing and many more. The organization thrives on customer satisfaction and has one of the highest customer bases among other multinational companies. The company markets and advertises all of its products. However, as time progressed there were some products that received popularity than the others and the market shifted accordingly. Every organization have their own set of policies that governs their work culture (Van Muijen, 2013). The complexity of the policies depends on the size of the organization. Some organization have lean policies while some have very strict ones (Barzani, 2014). The company I used to work for had strict company policies regarding customer handling. The work culture of this company is based on customer satisfaction and therefore the employees have to be polite with a customer despite the situation. This has in turn led to very high attrition rates as most of the employees are unable to take such pressure of work every day (Bagga, 2013). The customer base of the company is consisted of different kinds of people. Some of the customers state their problems politely and then provide ample time to the representatives for solving their problem. However, there are times when the customer must have suffered some losses and is unwilling to cooperate with us and is instead very rude to the person who took his or her call. This is the primary problem in being a customer support representative (Gurajala et al., 2016). The company due to their customer friendly policies does not support call disconnection under any circumstances. This creates a huge amount of stress on the employees working in the customer support department. Problem Analysis The increased number of customer complaints can be analyzed by using various concepts related to customer relationship management (Khodakarami Chan, 2014). The strategic planning concepts can be applied here. The frustrations of the customers can be due to several reasons that might or might not be the fault of the company (Alam, Danieli Riccardi, 2017). The model suggests that it is the responsibility of the companys policy makers to understand the needful areas and make the respective policies accordingly. Therefore, the policies must not only cover the interests of the company by serving its customer base, it must also serve the employees by guiding them in different situations (Hammer, 2015). The problem can also be categorized as a communication problem as it arises from a lack of communication between the company and its customers. The company has a very complex business process and there are a huge number of outside parties involved in the process that compromises the integr ity of the process (Dumas et al., 2013). The company is fundamentally a platform where the sellers can connect with the customers under one brand name. However, the quality of the product or service depends on the seller. The business model of the company does not include extensive quality assurance to its customers. The primary marketing strategy is based on its product delivery speed and has a customer friendly item return policy to compensate for any problem caused to them due to their product. Upon receiving a faulty product, the customer blames the company for the problem. This is very natural and is expected as they have bought the item from the company and not the seller. However, the customer representative of the company might not have all the information about the problem and it is upon the customer to provide an account of the situation. This will aid the customer service representatives to assist the customers in effectively solving their problem. However, that is not th e case every time. As the policies of the do not undertake the responsibility to inform the customers that they do not intentionally deliver defective products to their customers (Rugman Verbeke, 2017). The lack of communication has thus provided an impact on the policies of the company as they lack information sharing between the customers. The strategy of the company must include every aspect of its operation as focusing on one and ignoring the others often lead to failure. The company had risen above every competition in the market by being able to focus on the customers as they are directly related to their business growth. This has led to an unsatisfied employee base who despite being well compensated find little meaning to the job role of a customer service where the primary responsibility is to make the raging customer understand that sometimes it is not the fault of the company that they have received faulty products (Swamy, Nanjundeswaraswamy Rashmi, 2015). The strategy a lso does not include any extensive background verification on the sellers and therefore any seller can easily become a part of the company and participate in selling activities. Therefore, summarizing the faults in the strategy of the company, it is seen that the company does not communicate its actual business process to its customers and therefore die to this lack of information, the customers blame the company for any problem. The representatives responsible for caring for the customers instead have to endure the rage of the customers on behalf of the company that sometimes negatively impacts the mental health of the employees who are directly communicating with the company. Some solutions have implemented where the most popular products are brought in a procurement center managed by the company where the products are checked through sampling for quality determination. However, this is only true for the popular products and not for those which are less popular. Recommendation The recommendation plan to provide a solution to the above problem would include some specific points and their implementation plan. A separate training module must be introduced, which will train the customer care representatives to mitigate the anger of the customer as fast and as diplomatically as possible. This kind if training must be given to the employees when they join to give them a working base. A separate psychological evaluation process must be implemented. The senior representatives would be incorporated in the process and they would be analyzed for signs for depression after working. More policies can be implemented that would include better information sharing among the customers. Many tactics like the live package tracking have developed transparency in the system. However, the present scenario shows that it is still not enough. A separate option can be provided to the customers where they can opt for an additional quality check provided by the company although they w ould have to provide more time for the delivery in that scenario. Another company has implemented a strategy for its clothes section, where the customer can try the product upon arrival and if unsatisfied can return immediately and not paying a single dollar for that. Such policies are going to shape the future of the business that the company will be having. Conclusion Thus, it can be concluded that the strategy of the company needs some minor changes that would not only support its customer base but also provide ample sustenance to its employee base. The company must understand the customer service representatives serve as a mediator to the company and therefore they are the companys strongest link to their customers. Reference List Alam, F., Danieli, M., Riccardi, G. (2017). Annotating and modeling empathy in spoken conversations. Computer Speech Language. Bagga, G. (2013). How to keep the talent you have got. Human resource management international digest, 21(1), 3-4. Barzani, R. S. (2014). Studying the Effects of Business Strategies on the Organization's Performance in Regards to Human Resources' Policies at the Social Security Insurance Companies Based. International Journal of Academic Research in Business and Social Sciences, 4(5), 549. Dumas, M., La Rosa, M., Mendling, J., Reijers, H. A. (2013). Fundamentals of business process management (Vol. 1, p. 2). Heidelberg: Springer. Gurajala, R. B., Lott, R. W., Huber, K. D., Flynn, J. J., Mansfield, W. G., Seymour, J. T., ... Davis, J. P. (2016). U.S. Patent No. 9,246,759. Washington, DC: U.S. Patent and Trademark Office. Hammer, M. (2015). What is business process management?. In Handbook on Business Process Management 1 (pp. 3-16). Springer, Berlin, Heidelberg. Khodakarami, F., Chan, Y. E. (2014). Exploring the role of customer relationship management (CRM) systems in customer knowledge creation. Information Management, 51(1), 27-42 Rugman, A., Verbeke, A. (2017). Global corporate strategy and trade policy. Routledge. Swamy, D. R., Nanjundeswaraswamy, T. S., Rashmi, S. (2015). Quality of work life: scale development and validation. International Journal of Caring Sciences, 8(2), 281. Van Muijen, J. J. (2013). Organizational culture. Drenth P] D, Thierry H (Eds): Handbook of Work and Organizational Psychology, 4, 113-131.