Impact of after sale service to customer retention within Trung Dao Group

Abstract

This document provides a condensed overview of the research conducted to identify the causes behind Trung Dao Group's customer retention challenges in the mental health industry. By analyzing company data, conducting a literature review, and interviewing the Board of Directors (BOD), the study aimed to pinpoint the factors contributing to customers' reluctance to return after purchasing the company's services. The findings indicate that Trung Dao Group's limited focus on the customer service department, coupled with an excessive emphasis on product-centric approaches, has hindered customer retention efforts. Insufficient attention to customer support and satisfaction suggests that the company's belief in the superiority of its products alone may not be sufficient to foster long-term customer loyalty. Based on the analysis, it is recommended that Trung Dao Group address these issues by implementing a designated leader within the customer service department. This leadership role would prioritize enhancing customer experience, addressing concerns, and building lasting relationships. Additionally, establishing a structured process to determine appropriate actions can help clarify the responsibilities and expectations of the customer service team, ensuring consistent and efficient customer support. By implementing these proposed measures, Trung Dao Group can strengthen its customer retention strategies and mitigate the revenue challenges currently faced. These changes will enable the company to foster positive customer relationships, thereby increasing the likelihood of repeat business and promoting long-term success in the mental health industry.