Revolutionizing Customer Service in a DNA-Based Nutrition and Wellness Centre [DNA HQ]
Abstract
This qualitative case study aims to investigate the efficiency of customer service at a DNA-based Nutrition and Wellness Centre, with a specific focus on the reception counter. The study utilizes a Why-Why Analysis and Fishbone Diagram to identify the causes of inefficiencies in customer service and explore potential improvements. The findings reveal that the inefficiencies arise from the lack of a proper shift schedule for staff, staff shortages, and the absence of guidance from a guard during specific times. The study concludes by presenting the pros and cons of each alternative solution identified. One alternative benefit the customers, while the other benefits the department. However, the generalizability of the findings is limited, and additional case studies would contribute to a better understanding of the findings' applicability to other customer service settings or similar service industries. The objective of this study is to enhance the efficiency of customer service at the reception counter of the DNA-based Nutrition and Wellness Centre through process observation and the application of a fishbone diagram. By identifying areas for improvement, such as enhancing the management system and increasing staff numbers, the study suggests better alternatives for addressing the identified problems. This research contributes to the literature on customer service efficiency within DNA-based Nutrition and Wellness Centres and offers practical insights for enhancing service quality.
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About this article
Publication Date
06 May 2024
Article Doi
eBook ISBN
978-1-80296-132-4
Publisher
European Publisher
Volume
133
Print ISBN (optional)
-
Edition Number
1st Edition
Pages
1-1110
Subjects
Marketing, retaining, entrepreneurship, management, digital marketing, social entrepreneurship
Cite this article as:
Munusamy, K., Lasi, M. A., Chew, L. L., Othman, A. K., & Sundram, V. P. K. (2024). Revolutionizing Customer Service in a DNA-Based Nutrition and Wellness Centre [DNA HQ]. In A. K. Othman, M. K. B. A. Rahman, S. Noranee, N. A. R. Demong, & A. Mat (Eds.), Industry-Academia Linkages for Business Sustainability, vol 133. European Proceedings of Social and Behavioural Sciences (pp. 127-138). European Publisher. https://doi.org/10.15405/epsbs.2024.05.11