Customer Support Management

Running Head: CUSTOMER SUPPORT MANAGEMENT
CUSTOMER SUPPORT MANAGEMENT
Name of the Student
Name of the University
Author Note

CUSTOMER SUPPORT MANAGEMENT1
Q1.
Case Summary:
Sir, the case here is based on a bed purchased on 21st July, 2019. As per customer’s
complaint, the drawers of the bed is not working properly. Therefore, he sent a mail regarding
the problem and we responded saying that we will replace the bed with a new one. Later, our
delivery guys went to his place and picked the faulty bed set. But, we could not deliver a new
bed, due to lack of stock of the same. Therefore, we suggested him to wait until the new stock
comes and if possible contact to the store with the warranty card of the product. He said that,
he had lost the warranty card of the bed set. Therefore, not having stock of the product and
enhancing the customer satisfaction we provided refund to the customer.
Q2.
Help Desk Operations:
Help Desk Operations are one of the most important part related to the product a company
sales. Therefore, the company can provide the aftersales service to the customers as authentic
as their products are. In order to provide well maintained aftersales services to the customers,
the company needs look on the factor to improve the service helpdesk, some of the ways are
–
Replying promptly – The calls and emails regarding the complaints need to be answered
well and prompt to the customers, in order to satisfy the customers’ all queries. Therefore the
help desk representatives should follow up a script as to introduce themselves to the
customers as well as, make queries about their problems.