Customer Support Management - A Case Study of ABC Telecom Company

This case study highlights the importance of customer support management in resolving customer grievances. It discusses a specific case of ABC Telecom Company where a customer faced issues with balance deduction and the unsatisfactory behavior of customer care executives. The proposal for resolution includes refunding the deducted amount, improving technicalities and communication process, and enhancing customer satisfaction.

Customer Support
Management
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Table of Contents
Name of Organization......................................................................................................................2
Method of Communication..............................................................................................................2
Description of the Problem..............................................................................................................2
Proposal for Resolution...................................................................................................................2
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Name of Organization
The name of the organization is ABC Telecom Company. It is one of the leading telecom
companies in Australia having it’s headquartered in Melbourne and also has a broad base of the
customers for many years.
Method of Communication
The method of communication was done verbally through mobile phone with the Customer
Service Officer. It was a telephonic conversation where I explained my issue in detailed to them.
I called them with the help of another Sim card of the same company as they have blocked calls
from my card to them.
Description of the Problem
I had been using the mobile service of ABC Telecom Company for the last few years. I was
facing some problems regarding my phone, so I called up to their customer helpline number. I
noticed that my mobile balance had been deducted without any prior notification. Without
finding anyway, I made an approach to Customer Care for solving my grievance. Due to the busy
network, my call was not getting connected. After several tries, it got connected after almost 30
minutes. As they received my request, I told them my issue of balance deduction. I repetitively
said that continuous balance is getting deducted from my principal balance without any activated
services. The balance deduction is so frequent that, I recharged it again and again but of no use.
My situation made me even more aroused when, after listening to the whole pathetic situation of
mine, the associate was not able to communicate appropriately and neither was able to get a
perfect resolution for the case.
Unfortunately, the call got disconnected from any network issue. After several tries again, the
call got disconnected by fortune, and still, I have to explain the whole situation to the Support
associate. After listening to the whole, he was not able to trace the deduction on my number. So
he put me on hold for my permission by forwarding the call to his supervisor.
As the call got connected to the supervisor, he apologized for the inconvenience and asked me
about the whole, I narrated the whole story again, and he researched the number and found the
traces of balance deduction. As the deductions were visible, he apologized once again and
promised me about waiving of balance within 24 hours. I disconnected the phone with a
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relaxation that I will get the refund. But to my unfortunate, the deductions did not have waived in
24 hours. So I tried calling the customer care number again, and it was not getting connected as,
I made the significant amount of tries to the customer care number yesterday which
automatically disable the feature of getting the call connected for more 24 hours.
I tried calling them from one of my neighbor's cell phone and made the customer care aware of
the last conversation had with the supervisor about the promise of waving the deduction in 24
hours. The associate took the situation on his shoulders and promised that he would take care of
it. It is of vital importance that the customer should be assisted with great care because if these
types of issues persist in the future, then the firm will lose its competitiveness in the market
segments. I was frustrated with the problem as well as the behavior of two of the employees as
they were not in a mood to assist me correctly, only they wanted to complete my call in a hurry
by providing the irregular resolution which was not acceptable at all. Also, I found from the
experience that few of the executives were not adequately trained regarding giving the correct
decision to the customer.
Proposal for Resolution
Several methods can be adopted by the customer support staff to assist the customer regarding
his or her particular issues.
One such method will be to refund the deducted amount to that customer which may provide the
customer with some sort of relief. The entire amount that was deducted needs to be refunded to
the concerned customer as soon as possible with the appropriate apology, and it needs to be
promised that this type of issues will not happen in future. Moreover, on the other hand, there
needs to development of the technicalities as to improve the facilities regarding the customer
services.
Secondly, it is essential to enhance the operating portal, and the entire software's within the firm
so that these types of issues like the reduction in the amount balance of the customer does not
occur in future. Furthermore, this particular case reflects that there needs to be a perfect
development of the communication process for the customer support executives as this helps in
providing massive satisfaction to the customers. Understanding the exact issue of the customers
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at the first time is vital as it helps in resolving the problem immediately and this can be done by
providing proper training on the frequent basis to the customer care executives.
Thirdly, it was found that the same issue persisted for the same customer many times and this
need to be resolved as early as possible, but the customer was not getting the exact resolution or
proper solution. This increases the unsatisfactory feeling among the customers who significantly
adversely affect the growth of the entire organization. Therefore, it is essential for the senior
managers and the concerned personnel's to come up with an effective plan and strategies to
enhance the satisfaction level of the customer. This will help in promoting the growth of the firm
by increasing the attracting number of customers towards the firm.
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