Organization and Leadership .

This paper discusses how Matt can collect information to improve customer service at Datatronics, ideas to present to Joel, and how to convince him about CSR.

Running head: ORGANIZATIONAL LEADERSHIP 1
Organization and Leadership
Name
Institution Affiliation

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Abstract
This paper discuss the how Matt should collect information to help improve customer service
at Datatronics. Similarly, it describes the ideas that could be applied by Matt to present to
Joel as a way to convince him regarding customer service at the company. Lastly, the paper
provides on how Matt would support his ideas to convince Joel about CSR.
Keywords: customer service rep.

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1. Outline the specific information that Matt should collect to build a case for
improving customer service at Datatronics
Matt’s group as well as the CSR group were integrated and the training offered was
only basic where a majority of the staff learned on the job. Accordingly, there are
continuous flow of calls since the search elements are not strong on the online data
which makes customers to get confused (McKeen, & Smith, 2015). The CSR is
supposed to follow a specific mechanism to provide feedback regarding the
challenges to the department team. On the same note the online CSR form which is
supposed to provide suggestions and recommendation about the calls received is not
there. Furthermore, a majority of the clients are not aware that they are being served
by trainees and not receiving effective support from the firm. In addition, many of the
customers are not informed about the new launching of the products. Therefore, these
are some of instances that Matt experiences at the customer service centre in
Datatronics
2. Describe your top ideas for Matt to present to Joel next week.
The top ideas that I would describe Matt to present to Joel include:

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Consider every touchpoint-It is important to note that a bad customer experience at
any time in the customer’s lifecycle stand a high chance of ruining the well-built
relationship (Chen, Zhu, & Zhou, 2015). Similarly, there need to ensure that
employee are able to demonstrate the right skills in a consistent manner. Therefore, it
is vital to pay more attention on major touchpoints. However, it is important to ensure
that the company has a complete view of the customer’s experience, instead the
company can risks lapses in services which can hurt the business most.
Clear communication: Therefore Matt should make sure that that he is able to convey
to consumers exactly what he means. Unlike what Joel says “our job is to find the
right balance between saving money and saving our customers” (McKeen, & Smith,
2015). Nevertheless, Matt believe that it is realistically to use constructive language
and staying cheerful regardless of what and ensuring that the business does not end a
conversation minus confirming the consumer is satisfied (Dabholkar, 2015). For
instance, Matt argue that it is possible to delight Datatronics customers through the
company’s capacity to help them. Accordingly, clear communication play a
significant role in getting to know better customer needs so as to design them better
products that do not need a lot of support.
Knowledge: In the long run, customers depend on the company for their knowledge
about a company’s product (Cook, 2017). Therefore, Datatronics customer’s service
team should be much informed to be in a better position to respond to customer’s
inquiries.
3. How would Matt get Joel to support his ideas?
The way Matt would get Joel to support his ideas is by sharing his successful managerial
experience in E-Z RP where he had successfully led small development team by working
proactively with both the sales and service group. Thus, under his management E-Z RP

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was able to experience a rapid growth as a service based Product Company in the
industry.
References
Chen, Z., Zhu, J., & Zhou, M. (2015). How does a servant leader fuel the service fire? A
multilevel model of servant leadership, individual self identity, group competition
climate, and customer service performance. Journal of Applied Psychology, 100(2),
511.
Cook, S. (2017). Measuring customer service effectiveness. Routledge.
Dabholkar, P. A. (2015). How to improve perceived service quality by increasing customer
participation. In Proceedings of the 1990 academy of marketing science (AMS)
annual conference (pp. 483-487). Springer, Cham.
McKeen, J. D., & Smith, H. A. (2015). IT strategy: Issues and practices (3rd ed.). Pearson

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