Customer Support Management - Case Summary and Resolving the Case
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Added on  2023/06/09
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This article discusses the case summary of a Japanese multinational company that manufactures electronics and provides services such as gaming, financial and entertainment services to customers. It also talks about the communication process, problems faced by customers and how the case was resolved.
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Running Head: CUSTOMER SUPPORT MANAGEMENT CUSTOMER SUPPORT MANAGEMENT Name of Student Name of University Author’s Note
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1CUSTOMER SUPPORT MANAGEMENT Case summary The company that I have chosen for this assignment is ABC Company. This companyisaJapanesemultinationalcompanythatmanufactureselectronicsand provides services such as gaming, financial and entertainment services to customers. I am the customer service officer of the company.Phones manufactured by ABC have won hearts of people all over the world. ABC has many loyal customers who prefer their products and services over any other brand. Communication process The communication process in my company has various steps. The customers facing problem with our services or products contact with our customer care executive. The number of customer care executive is provided along with the product or service during its purchase. I have divided the customer care team according to the categories they are involved with. Any customer facing problem, calls the executive and complains regarding it. The executive helps customers if they can else the call is transferred to the executive leader. The leader tries to help the customer over phone. If the problems are beyond their expertise, they transfer the call to me and I try to help the customer by answering their queries. Sometimes when the problems are regarding a product, which needs to be mended, I suggest the customer to service center and their problem is solved. The communication process is very transparent in my company. The employees cooperate with each other as well as customers in order to keep the communication process transparent.
2CUSTOMER SUPPORT MANAGEMENT Problem The customers of my company have been facing various problems regarding the phones manufactured. Some customers complain that after purchasing the phone, they get perfect service for some time and then they face problems regarding its battery backup, simcard slots and some other problems. I have had a personal experience regarding this. Once, a customer had issues regarding a product that he had bought. After few months of purchasing the product, customer had some problems with its service. Customer called the customer care executive for help and his queries were not answered properly. The customer complained that he could not convey his problems because the executive was not attentive during the conversation. the customer also complained that when he called once again, he shared his queries and they were not answered properly. Irrelevant answers were provided to him. After that, when the customer wanted to talk to me, the executives said that the call would be transferred to me and the customer was keep in hold for a long time. At last, the customer was bound to visit the service center, which was located very far from his resident. He approached for some help on the problems that he has been facing. The employees there did not address him well or help him out with his problems. When he said he had already spoken to some executives of my team, they were informed regarding the matter and executives completely denied the fact. They requested the employees of the service center to handle the matter so that I do not know it. I was not informed until a chaos was created and the customer posted the matter to the official site of the company. The
3CUSTOMER SUPPORT MANAGEMENT customer said he would lodge a complaint against my company regarding the matter. This problem could have been a huge threat to the image of the company. Resolving the case I had resolved the problem by taking various steps. I contacted the customer and asked regarding the fact. I enquired it with my team members and after a while, they agreed on it. I called the customer to the service center and ensured him that his problem will be solved. I assisted the customer personally, and solved his problem as soon as possible. This problem was solved after a lot of hassle was created. The case could have been resolved much before by the cooperation of the employees as well as the customer service team. Some steps that can be taken in order to improve the customer services provided are a good communication with customers, revisiting the business plan, outsourcing the IT and many more. A company should always work for satisfying their customers. The reviewing of business plan should be done after a specific time period. The business plan should be revisited considering the present economic climate, the direction taken by the organization and many more. A business plan is made for a reason so it should be followed accordingly. If it is felt that changes areneededin thebusiness plan,it shouldbecarriedoutandfollowed accordingly. The second way in which operation of an organization can be improved is motivating the employees. Valuing the employees would benefit an organization the most. Employees are the core of any business. They play a vital role in the success of their business. Maintain a high collaboration rate between the customers, suppliers and employees shuld. All the teams should have the specific tools needed. The teams
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4CUSTOMER SUPPORT MANAGEMENT should also know the context where to use them. A high retention rate is faced if employees are happy with their job. Another factor includes indentifying the weak points of the company and work on it. Monitoring the business operations, its weak points can beanalyzed.Thisisatimeconsumingprocessbutitwouldbehelpfulforthe organization in the long run. The identification of loopholes or problems faced by the organization would be helpful because the mitigations of the problems would be decided according to the problems. Making the employees go mobiles help in better operations of the company. This would boost their productivity when the company network is unavailable for their work. This would create a friendly environment in the organization and help the employees to provide better productivity to the company. If the tips are properly followed by the organization, its operations can be improved and the customers would not be dissatisfied with the customer service of the company.