[Author’s Name]
[Institution’s Name]
Essay on Marketing Audit
Recently certain complaints have been sent by the out-patients because of the services offered to them in the non-profit health system, known as Shands health care in North Florida have proven to be unsatisfactory. Since these patients are not admitted in the hospital they possess the complete right to have access over their medical problems through communication networks. To serve this purpose the medical services authority established a communication system through which the customer calls are answered and their issues are solved over the phone service system. This particular phone line service is actually for customer care that is the out patients.
But the actual problem arises when these patient problems are not resolved instantly. The aim of providing this particular medical service is to contact the medical advisors anytime round the clock. But if the service being provided is poor or inefficient, then the marketing audit strategy must be carried out. It deals with identifying the businesses most urgent communications challenge.
Therefore, a marketing audit implementation plan suggests after the problem being analyzed that the customer services department in this organization must appoint more personnel in order to increase efficiency. The patients dialing on this service number have often complained that their medical issues or health related info is not answered properly. Thereby the problem can be solved as when there will be more number of employees available in this department it will thus decrease work load through division of tasks. The large turnover of customer calls will be distributed in a justified manner, resultantly bringing out customer satisfaction.
On the other hand the this strategy does not only suggest to recruit and hire more employees for this department, but it also emphasizes that the hired candidates must be properly trained and well instructed on how to deal with these calls............
