Manage the problem with telephone system

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Reference no: EM133861659

Question

Read the case study then complete the three tasks that follow.

A US importer is a major supplier to several organisations. As part of their performance review they send out a survey to all their customers in an effort to highlight any problems they may experiencing. It is only after their customer survey feedback is analysed that the organisation is even aware they have a problem in their communication system (specifically, their telephone service). Management had assumed communication was sufficient and the information provided to its clients was satisfactory. In reality, their customers feel frustrated when trying to get through as they are constantly being put on hold and then still have to go through the main switchboard before being connected to the area they need to liaise with.

1. Suggest three ways that the company could manage the problem with its telephone system.

2. List three ways you would assess the learning needs of the personnel who answer the phone.

Reference no: EM133861659

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