Manage quality customer service

Manage quality customer service

Contents
Part A...............................................................................................................................................2
Review information about Innovative Widgets...........................................................................2
Review of customer service call data..........................................................................................3
Brief report to board....................................................................................................................3
a. Summarize customer service team performance.................................................................3
b. Identify possible causes of customer service shortfalls.......................................................3
c. Identify options to address the problem/s............................................................................3
Email to Yore Mine Company.....................................................................................................3
Part B...............................................................................................................................................4
Role play exercise........................................................................................................................4
Reference.........................................................................................................................................5

Part A
Review information about Innovative Widgets
Innovative widget is a widget supplier based in Australia. The vision of the company is to ensure
supply of safe and quality widgets to keep Australian businesses running smoothly. In this
regards the mission of the company is to innovate new ways of testing and manufacturing
widgets, deliver high quality of customer service, provide quality widgets to Australian
businesses and have the best safety record among widget companies.
Review of customer service call data
The review reveals the following-
Firstly, starting from June the number of calls has increased in every month till December over
the last year. Especially in September, October and November the increase was by 7%, 10% and
12% over the same months in last year. Thus the pressure on staffs in terms of number of calls
they have to handle has increased.
Secondly there is an absence of experienced employees. John has left for his annual leave in
October for 2 months and Nitin has quit. Thus, new joiners Taya and Mary have been subjected
to immense pressure from their day of joining.
This combination of inexperience and added pressure has led to a quality drop in customer
service.
Brief report to board
a. Summarize customer service team performance
Over the past few months there have been feedback about drop in customer service. The
customer service is not what it used to be.
b. Identify possible causes of customer service shortfalls
The primary reasons are-
 Increase in number of customer calls