Customer Support Management: Product Use and Troubleshooting Guide

This report, focusing on customer support management, begins with a student's experience as a customer support officer, detailing interactions and responsibilities within an e-commerce setting. The report then identifies areas for improvement, such as training programs, self-service options, and the establishment of customer service as a core value. The core of the report provides detailed user guides and troubleshooting instructions for five common consumer products: castor oil, dishwashers, pressure cookers, electric shavers, and airbeds. Each product section includes clear instructions on how to use the product effectively, along with a troubleshooting guide to address common issues and offer solutions. The report concludes with a comprehensive list of references.

Running head: CUSTOMER SUPPORT MANAGEMENT
1
Customer Support Management
Student’s Name:
Institutional Affiliation:

Customer Support Management 2
Entry 1
My prime role as a customer support officer at ABC e-commerce involves linking the
clients to the company. The clients make inquiries about matters regarding the correct use of a
product or its cost effectiveness (Verhoef & Lemon, 2013). In many occasions, I have assisted
the clients in installation, trouble shooting, upgrading, planning, maintenance, and getting rid
of the product. The inquiries and requests from the customers are responded to via the
telephone or face-to-face over the counter. The clients result to oral communication after
their efforts to make requests via written communication have failed. Notably, the oral
communication is the most preferred because it gives immediate feedback and resolution.
Entry 2
I believe that a company’s reputation is determined by the services offered. After a
keen observation of the customers’ behavior, I was able to identify some key areas that the
company can make improvements in order to solve problems experienced by customers. First,
the company needs to initiate training programs for support representatives (Radnor, &
Johnston, 2013). Some thinkers argue that training should be a continuous process rather than
a one-time experience (Fleischer & Read, 2002). In other words, the company should conduct
refresher training regularly, offer new strategies, and enhance customer service techniques
among its employees. Secondly, a self-service option would offer a solution to some
prevailing customer problems (Khodakarami, & Chan, 2014). The self-service option offers
vast knowledge to the customers regarding the company and its products. Moreover, the
service enables the clients to reach the right agent who can solve their personal escalations

Customer Support Management 3
(Fjermestad & Robertson, 2015). With the use of technology, the company can be able to
offer a convenient solution for its customers and enable them to get the right information
when necessary. Thirdly, the company can make customer service one of its values. The
company should endeavor to create and nurture a customer-friendly environment that satisfies
the needs of all the clients who visit the company (Jahanshani, Hajizadeh, Mirdhamadi,
Nawaser & Khaksar, 2014). By creating an atmosphere of gratitude, the company will be able
to attract more customers and generate huge profits in the long run.
Entry 3
The ABC e-commerce offers a wide variety of consumer products for customers to
choose from. Some of the products offered on the online platform include media items,
electronics, scientific equipment, industrial supplies, and health-care items. Moreover, the e-
commerce platform offers garden items, jewelry, musical instruments, and automotive
(Wilson, Zeithaml, Bitner & Gremler, 2012). Evidently, the company deals with a wide range
of commodities. It is important to note that some of the products sold on the e-commerce
platform may be challenging to use. For this reason, a user guide is essential.
A user guide, also known as a manual, is a document that intends to give assistance to
the users of a certain product or system. This is commonly a technical document that is
created by a professional or technical writer (Lewis, 2015). The motive of this paper is to
identify 5 products, provide clear instructions about how they are used and give a
troubleshooting guide. The troubleshooting section will also identify possible errors and give
the appropriate solutions for the same.

Customer Support Management 4
Castor oil is used for hair and skin purposes. It is high in proteins, minerals, omega 6
and 9, and it has antifungal and antibacterial properties. It is known to reduce hair loss,
enhance hair growth, and fight dandruff. For effectiveness, the castor oil should be mixed
with coconut oil and applied to the dry hair thoroughly. A massage on the scalp should follow
for a minimum of five minutes. After a proper and thorough application of the oil to the hair,
a shower cap should be put on. In case the castor oil is not effective, the user should check the
proper cleansing and application method on the label of the container.
The dishwasher washes a wide variety of dishes in 4 to 6 cycles. The first step should
involve loading the dishes into the dishwasher. The pans and pots should be placed at the
bottom of the washer so that they can be exposed to vigorous cleaning. The plastic and fragile
glassware should be placed at the top. Step two entails adding the dishwashing detergent and
closing the detergent compartment. Step 3 involves selecting the appropriate cycle and
pressing the start button. It is important to note that a user can save on electricity bills by
ignoring the heat dry function and using air dry instead. Many users see repairing a
dishwasher as a daunting task. However, this is not the case. It takes an average of 15 minutes
to complete. Some of the common symptoms include noise and leakage (Schmitt, 2012).
Leakage may result from a damaged pump or failure of an inlet valve. The noise may be
caused by a motor bushing or the rattling of the pumps.
The pressure cookers offer a quick means of preparing food. Pressure cookers offer a
great way of cooking food efficiently while also preserving the nutrients. Other means of
cooking destroy the vitamins and minerals. The first step involves placing the food inside the
cooker. Secondly, the safety valve should be removed and then close the lid in a proper

Customer Support Management 5
manner, then wait for the pressure to accumulate inside the cooker. Lastly, minimize the heat
so that the cooker simmers without producing a whistling sound (Schmitt, 2012). Many
pressure cooker users raise concerns about the accumulation of food granules in the vent pipe
and loss of vapor. This is quite normal but if the vapor loss is excess, then there is a need for
troubleshooting. First, the vent pipe should be checked regularly and any food particles that
might have clogged inside should be removed.
An electric shaver offers an efficient and convenient way of shaving. First, the user
should ensure that the blade is sharp, if not so, it should be sharpened. Second, the user should
hold the machine in the dominant hand to avoid injuries and cuts. The non-dominant hand
should be used to tighten the skin. This also ensures that the user does not cut him or herself.
Thirdly, the machine should be taken around the parts the user wants to shave. Finally, the
user needs to apply a disinfectant on the shaven parts (Schmitt, 2012). In a case where the
electric shaver fails to work, the user should check the power connection and the battery as
well. The shaver may be sluggish at certain times. This may occur because the head is
clogged or the battery needs recharging. Therefore, the head should be cleaned and in case the
shaver uses a rechargeable unit, it should be recharged.
An airbed is a perfect option for outdoor, camping, and home purposes. It is long
lasting if the user is cautious when handling it and follows all the precautions. The first step
before using the bed involves removal of the air tight stopper from the mattress. There is a
valve below the stopper that prevents air leakage. Secondly, the appropriate adapter should be
attached to the mattress pump to enhance the speed of inflation and then put the valve into the
valve. Finally, inflate the bed to the desired capacity. One of the main problems that the air

Customer Support Management 6
bed users face is leakage. To check the airbed for possible air leaks, the user should first
ensure that the valves are secure and make a replacement if need be (Driscoll Jr, Rodrian,
Hrobar & Riley, 2014). The user can also try applying liquid soap on the bed and check where
the bubbles appear. After the leakage part is noted, it should be sealed using a repair patch.

Customer Support Management 7
References
Driscoll Jr, D. D., Rodrian, J. A., Hrobar, S. M., & Riley, J. J. (2014). U.S. Patent Application
No. 14/571,834.
Fjermestad, J., & Robertson, J. N. (2015). Electronic Customer Relationship Management.
Hoboken: Taylor and Francis.
Fleischer, J., & Read, B. B. (2002). The complete guide to customer support: [how to turn
technical assistance into a profitable relationship. New York: CMP Books.
Jahanshani, A. A., Hajizadeh, G. M. A., Mirdhamadi, S. A., Nawaser, K., & Khaksar, S. M. S.
(2014). Study the effects of customer service and product quality on customer
satisfaction and loyalty.
Khodakarami, F., & Chan, Y. E. (2014). Exploring the role of customer relationship
management (CRM) systems in customer knowledge creation. Information &
Management, 51(1), 27-42.
Lewis, M. (2015). Customer Support Operations. Wiley Encyclopedia of Management, 1-2.
doi:10.1002/9781118785317.weom100119
Radnor, Z., & Johnston, R. (2013). Lean in UK government: internal efficiency or customer
service?. Production Planning & Control, 24(10-11), 903-915.
Schmitt, P. (2012). U.S. Patent No. 8,177,918. Washington, DC: U.S. Patent and Trademark
Office.

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Verhoef, P. C., & Lemon, K. N. (2013). Successful customer value management: Key lessons
and emerging trends. European Management Journal, 31(1), 1-15.
Wilson, A., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2012). Services marketing:
Integrating customer focus across the firm. McGraw Hill.