Reference no: EM132299703
Description:
The Capstone Project is designed to be an active learning experience that brings together all of the concepts and techniques described in the textbook in a real-world setting. This project involves interviewing a Customer Service Desk Representative.
Compile your interview notes in a report summarizing the interviewee’s responses to the following questions.
How does the service desk measure customer satisfaction?
What training do employees receive to improve their soft and self-management skills, such as listening, communication, customer service, stress management, and time management?
How is the service desk using technologies such as telephone, e-mail, incident management systems, knowledge management systems, and Web based technologies such as self-service, instant messaging, and chat?
What steps does the company take to ensure that these technologies are customer friendly?
What types of documents and records do employees create, and what, if any, training do employees receive to improve their writing skills
What difficult situations do analysts/ customer service desk representative’s experience, and how do they handle these situations?
What techniques and training do analysts/customer service desk representatives use to enhance and improve their problem solving skills?
What institutional or situational stressors do you encounter working in a service desk?
What does your team do to minimize stress?
What do you personally do to minimize stress?
Submit your interview report to the Capstone Project Part 4 Dropbox folder on D2L.