Customer Service Excellence and Crisis Management Insights

1 Template Communication Blog Name Course Code/Title Instructor Due Date

2 Scenario 1 Your company was just named one of the 20 best companies for customer service in your industry. Date: Subject (blog title): We Are One of The Best Customer Service Provider Text: I'm so excited to share with you how great a company Hit Pharmaceuticals is. It has been ranked as one of the industry's top 20 companies for customer service. We know that our customers' expectations are high, and we are happy that they recognize our efforts to exceed them (Jeya & Gopinath, 2022). Our dedication to customer service is part of what makes us so successful, and we're proud to be a company that listens with empathy, strives for excellence with every interaction, and does whatever it takes to make sure our patients have the best experience possible when they choose a pharmacy provider. Providing Excellent Customer Service Is a Top Priority. We know that providing excellent customer service is essential to our customers – which is why it's also important. We strive to exceed our customers' expectations. We do this by empath listening and understanding what matters to the patient (Bacile, 2020). We do this by striving for excellence in every interaction with our patients.

3 And we do this by doing whatever it takes to ensure their experience is positive and exceeds their expectations. It's no surprise that many of our customers feel strongly about their experience with us. About Hit Pharmaceuticals At Hit, we provide drug delivery products across the spectrum of healthcare. Our broad portfolio includes drug delivery products in particular dosage forms, controlled release, oral and topical formulations, transdermal delivery systems, and respiratory and injectable nanotechnology. We also offer a variety of drug delivery services. By building on our extensive product list and strong capabilities in drug delivery, we provide pharmaceutical services to our customers worldwide. Scenario 2 One of your company’s transport trucks, which was hauling flammable material, is said to have caused both an environmental spill and a 14- vehicle accident in which there were at least 3 casualties. Date: Subject (blog title): Mistakes to Avoid Text: We sincerely regret the recent event in which one of our transport trucks carrying flammable pharmaceutical material caused an accident and an environmental spill on a major highway. At least three casualties have been confirmed as a result of this accident. What We Are Doing to Avoid Such an Incident in The Future Transportation of flammable materials is a complex process that we take very seriously. Since the incident, we have actively been taking

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4 steps to improve our transport process. We are well aware that incidents involving flammable materials endanger the communities and environment around them and jeopardize our reputation. We continue to improve areas such as safety management and driver training. For instance, we have introduced a series of training programs for our drivers and have worked with external bodies to ensure that these programs are conducted properly and efficiently (Lacinák, & Ristvej, 2017). We are currently implementing a system for monitoring our drivers’ driving patterns and behavior. Compensation and Remediation We are currently working with relevant authorities to offer appropriate compensation and support to those affected by accident (Nguyen-Phuoc, Tran, Van Nguyen, & Su, 2021). We will also do everything within our means to ensure that the environmental spill is appropriately remediated. We are greatly saddened by this accident and would like to again express our sincerest regrets for the victims and their families. We will continue to do our best to ensure that incidents such as this do not occur, and we would like to ask the general public for their continued understanding and cooperation. Scenario 3 Your organization just released its quarterly earnings which were 25% below the expected performance. Date: Subject (blog title): Everything You Need to Know Text: It has come to our attention that our quarterly earnings were 25% below the expected performance. This amount is well out of the

5 bounds of what we would generally consider an acceptable outcome and it is worth taking a closer look at these numbers. Root Cause As of quarter-end, our revenues were $100 million, about 1/3 of what we had predicted. It is consistent with some recent industry trends and represents a change in industry standards. We have been unable to generate the same level of customer spending as we did over the past year. While it is important to remember that our end customers are much more effective spenders than the typical consumer, many other factors are involved. It is important to note that our spending has grown in line with the industry, but we have experienced this slowdown. Our marketing expenses are less than our performance would indicate. It is primarily due to effective expense management, but it does bring us back to the primary problem of focusing on the wrong people. Strategies We need to continue to diversify revenue streams. It is a key part of the strategy we have been pursuing over the past year (Andler, & Goddard, 2018). The goal here is to make our company less susceptible to economic downturns. We will look at our sales team, one of the largest areas of weakness in our company. Overall, this is an unacceptable outcome and one that we will be working hard to correct. We are already taking steps to establish new revenue streams and improve our business model. Scenario 4 Your company just secured an $6 million contract with a major public- sector client that is expected to generate thousands of jobs

6 over the next 10 years. Date: Subject (blog title): Milestone with a Bang-Bang Text: Our company has specialized in providing pharmaceutical solutions and services to public sector clients for many years. The recent acquisition of a $6 million pharmaceutical contract from a vital client will generate a large-scale job over the coming years. Our Role in This Transaction Our company will provide several essential services in this pharmaceutical contract. For example, our company will give patient certification to ensure the identity of each client's prescription and provide an inventory of all pharmaceutical products. Another service that our group will provide is the ongoing monitoring and maintenance of current – and past client records. We will also monitor any changes or updates in the required product specifications from the client. The Impact of This Contract The acquisition of this contract will significantly bump our revenue and income by $6 million in annual sales for the next ten years; this amount will be paid to our subsidiary before being shared among all employees. In addition, based on the contract terms, thousands of actual jobs should be created over the next few years. Our group will benefit significantly from this contract as we can provide many services to an important client. This contract will also create several new jobs (Collins, Snowball, 2015). Based on our research, this is likely one of the most profitable and win-win deals

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7 you could make. Besides, this deal has no risk as the company has been consistently growing for the past few years and has become one of our best clients. References Bacile, T. J. (2020). Digital customer service and customer-to-customer interactions: investigating the effect of online incivility on customer perceived service climate. Journal of Service Management . Jeya, J., & Gopinath, R. (2022). Customer Service Techniques and National Insurance Company Efficiency. Lacinák, M., & Ristvej, J. (2017). Smart city, safety and security. Procedia engineering , 192 , 522- 527.

8 Nguyen-Phuoc, D. Q., Tran, A. T. P., Van Nguyen, T., Le, P. T., & Su, D. N. (2021). Investigating the complexity of perceived service quality and perceived safety and security in building loyalty among bus passengers in Vietnam–a PLS-SEM approach. Transport policy , 101 , 162-173. Andler, S. M., & Goddard, J. M. (2018). Transforming food waste: how immobilized enzymes can valorize waste streams into revenue streams. npj Science of Food , 2 (1), 1-11. Collins, A., & Snowball, J. (2015). Transformation, job creation and subsidies to creative industries: The case of South Africa’s film and television sector. International Journal of Cultural Policy , 21 (1), 41-59.

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