TEEJAYS` CASE STUDY

Teejays` Case Study

Teejays` Case Study

Introduction

Teejays` is a well known customer care training and consultancy organisation in the United Kingdom. It trains customer care executives of different organisations. The training program is designed in such a way where individuals are taught each and everything about customer care. Customer care executives should speak very politely with customers and should have all the details and information of their company and products and services their company is offering. They should have a calm temperament and should not talk harshly even if the customer is angry or very rude (Guan 2003, pp. 24). Furthermore, they should be able to resolve the complaints in a short span of time so that the call waiting time is reduced.

Teejays` also offers customer care consultancy services to organisations. It asks companies to train their customer care executives so that the number of complaints is reduced. Effective handling of customers and their complaints is a key factor for the success of the business; therefore, the companies should make sure that their customer service officers are well trained. Teejays` is a reputed firm and successful firm and offers both, consultancy as well as customer care training services.

Entering a New Market

Teejays` is planning to enter a new international market in order to expand its operations globally. It has chosen to start operations in China. China is one of the fastest growing economies in the world; therefore, there is a huge untapped market there. All the companies in China are experiencing tremendous growth and are operating successfully.

Teejays' has targeted a few industries in China as its clients. These industries include Telecommunication industry, Banking industry and Online Education. These three are the fastest growing industries and require a lot of customer care (Alon 2003, pp. 20). In fact, customer care is one of the reasons why these industries are so successful. They provide support to the customers 24/7 at the ease of a phone call.

China's economy

The world's largest exporter, China is one of the best places to expand any business. With the increased support from state-owned enterprises in sectors that are considered important for the economy, China has made phenomenal growth. China was once known for the most populated countries in the world; however, since the implementation of the 'one child' policy the country has controlled its population, but there is a drawback of this policy, as well. The population in China is aging very quickly, and the working labour in the country is very less which is causing problems for the growth of the country. It faces other problems as well such as deterioration in the environment, soil erosion etc. China was the only country that rebounded quickly after the 2009 global financial crisis and managed to achieve the highest GDP in the world in 2010.

The continuous reforms undertaken by the government is the main reason why China is growing so fast (Tsui, Et. Al 2006. Pp. 345). The five-year plan that was adopted this year in March emphasizes on increased ...