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Customer Support Management | Report

8 Pages1818 Words304 Views
   

University College Dublin

   

Project Management (BMGT10150)

   

Added on  2020-03-01

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BMGT10150 - Customer Support Management is discussed in the document below. Oral and written communication is the most common modes of communication. The first step is to communicate with ABC Ecommerce's customer care team in writing.

Customer Support Management | Report

   

University College Dublin

   

Project Management (BMGT10150)

   Added on 2020-03-01

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Running head: CUSTOMER SUPPORT MANAGEMENT1Customer Support ManagementStudent’s Name:Institutional Affiliation:
Customer Support Management | Report_1
Customer Support Management2Entry 1My 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 aproduct or its cost effectiveness (Verhoef & Lemon, 2013). In many occasions, I have assistedthe 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 2I 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 (Fjermestad & Robertson,2015). With the use of technology, the company can be able to
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Customer Support Management3offer 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 satisfiesthe 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 ableto attract more customers and generate huge profits in the long run.Entry 3The 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.
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