Reference no: EM131170887
Assignment: Improving the Customer Experience
You have practiced using the CSR Tool Belt and the CSR skills checklist as well as taken the analytics tutorial. For this Assignment you will read a scenario and apply what you learned to improve a customer service situation that is certainly in need of improvement. The question is how? It is up to you. The company is relying on you as the contracted customer service consultant to provide assistance.
Read the scenario: Allendale Technology is a startup company that has been in business for about six months. They have three Customer Service Representatives (CSRs) that answer the phones and social media inquiries between the hours of 8 a.m. and 5 p.m. ET Monday through Friday. The CSRs do have an additional means of getting help through the CSR center in India, but most are reticent to reach out for help. These CSRs only know minimal information about social media.
You have been called in as a consultant to figure out what the problems are and to help them resolve their problems.
Based on the analytics in the rubric document address the following items:
Checklist:
• Based on the analytics, predict what kinds of problems are occurring when a customer contacts the company customer service representatives (CSRs) via phone or communicates through social media.
• Predict what internal problems the company is having within the CSR department and what the causes are.
• Based on the data and the scenario, suggest a way for the company to address these problems.
• If your suggestions are not taken, describe what will happen at this company?
Reflection of the management philosophy
: Most of what is contained in a policy manual is a reflection of the management's philosophy. How does the legal compliance forms the legal prerequisite for the formation of the workplace policy?
|
Emergency board meeting
: Choose one incident except the one relating to the emergency board meeting where the choose fire sale their assets, and John Tuld's firing of Sarah Robertson
|
Write a business letter
: Write a Business Letter. - Write a thank you note in business letter form to a business of your choice.- Include all appropriate letter parts.
|
What are some of the human resource factors
: What are some of the Human resource factors (i.e. ADA claims, negligent retention, past practice) that you faced, and analyze the legal defense you ultimately used to substantiate firing Officer Joint.
|
What problems the company having within the csr department
: Predict what internal problems the company is having within the CSR department and what the causes are. Based on the data and the scenario, suggest a way for the company to address these problems
|
How firms in monopolistic competition differentiate products
: Explore how firms in monopolistic competition differentiate their products or services to generate a market niche and gain more control over their pricing. To what extent can product differentiation create barriers to entry? How can product different..
|
What is the equilibrium interest rate in trance
: Assume that the following data characterize the hypothetical economy of Trance: money supply = $210 billion; quantity of money demanded for transactions = $150 billion; quantity of money demanded as an asset = $10 billion at 12 percent interest, incr..
|
Advise steve on legal position in relation to transaction
: Advise Steve on his legal position in relation to each transaction, backing up your answers with relevant rules of law.
|
Classical viewpoint sometimes seen negatively
: Why is the classical viewpoint sometimes seen negatively these days? Use examples from the pacific islands.
|