Resolving Customer Service Problems - Techniques, Procedures, and Solutions

This term paper discusses the features of negotiating techniques used to resolve customers’ problems, organizational procedures and systems for identifying repeated customer service problems, benefits of analyzing repeated customer service problems, escalation routes for repeated customer service problems, different options for dealing with repeated customer service problems, ways of working with others to solve repeated customer problems, and the importance of monitoring changes and adjusting them if appropriate. The paper cites various sources to support the discussion.

Resolving Customer Service Problems
Term Paper
30 July 2018
901 Words
Student’s Name
Institution

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1.4 Explain the features of negotiating techniques used to resolve customers’ problems
The negotiating techniques that are used to resolve customer problems must have specific
features for them to be effective. One of the features is the ability to look into the needs of the
customers. 1One of the reasons why there are problems that are associated with the customers is
because the needs of the customers are not met. It is for this reason that the techniques used must
meet the needs of the customers. The second feature is convenience. It is paramount to realize
that the convenience of a negotiating technique is essential. A technique should not resolve one
problem and create another. It is for this reason that is should have a feature that looks at the
interest of both the organization and the customers.
2.1 Explain the organizational procedures and systems for identifying repeated customers service
problems
Internal employees' audit and monitoring and customer satisfaction surveys are the
essential procedures that help in identifying the issues that might be available in customer
service. 2Internal employees' audit and monitoring entail the process of the organization looking
into the performance of the employees and monitoring their operations to rate them against the
benchmarks that an organization has put in place as far as customer service is concerned.
Customer satisfaction surveys help an organization to gather data from the customers on the
quality of services that they receive from the employees.
2.2 Describe the benefits of analyzing repeated customers service problems
1 J. Stevenson, H. Mehran, and C. James, Operations management, Vol. 8. Boston: McGraw-Hill/Irwin, 2007.
2 F. Chak, and M. David, When do employees speak up for their customers? A model of voice in a customer service
context, Personnel Psychology 67.3 (2014): 637-666.

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The benefits of analyzing repeated customer service problems are many, but the major
ones are to ensure that the quality of service delivery is compromised and to make sure that
customer satisfaction is enhanced. 3When the problems are continuously analyzed, an
organization has a chance to identify the issues thus emphasizing the need to improve the quality
of services offered to the customers. Customer satisfaction is crucial to the success of any given
organization. Analysing repeated customer service problems helps an organization to identify the
areas that need change to boost the level of customer satisfaction.
2.3 Describe the escalation routes for repeated customer service problems
The escalation routes for repeated customer service problems are lack of skills,
ineffective leadership, and demotivated employees. 4When an employee does not have the
required skills to provide quality customer services, he or she becomes a hindrance to the
delivery of quality services. 5Leadership also affects the quality of services that the employees
offer to the customers. Good leadership would not compromise on the quality of services
provided; however, an irresponsible leadership is likely to condone the delivery of low-quality
services. Employees who are not motivated enough are also likely to offer services that are
below the predetermined quality level continuously.
2.4 Compare different options for dealing with repeated customer service problems
3 J. Stevenson, H. Mehran, and C. James, Operations management, Vol. 8. Boston: McGraw-Hill/Irwin, 2007.
4 J. Koehler, et al., Towards Intelligent Process Support for Customer Service Desks: Extracting Problem
Descriptions from Noisy and Multi-lingual Texts, International Conference on Business Process Management,
Springer, Cham, 2017.
5 W. Abbott, Persuasive evidence: improving customer service through evidence-based librarianship, Library and
Information Science: Parameters and Perspectives (2016): 146.

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Layoffs, training, and change in organizational structure are the different options that an
organization has for dealing with repeated customer service problems. Layoffs help to eliminate
the employees who are escalating the problem while training helps in adding skills to the
employees with the intention of making sure that they have all it takes to offer quality services to
the customers. Changing the organization structure helps an organization to come up with a
structure that is more favorable.
2.5 Describe ways of working with others to solve repeated customers problems
The best ways of working with others to solve a repeated customer service problem are
by brainstorming the problem, evaluating it and coming up with the fittest solutions. 6When
people come together with a common goal, they are likely to have ideas on the best way forward.
Brainstorming a problem helps people to channel their opinions with the intention of establishing
a long-lasting solution. Consulting each other on the issue at hand is an effective way of working
with them to find a solution to a repeated customer problem.
2.6 Explain the importance of monitoring changes and adjusting them if appropriate
The importance of monitoring changes is to make sure that they do not affect the
operations of a company negatively. 7It is a challenge to predict the effects that changes might
bring to a company. Monitoring the changes gives an organization an opportunity to know the
impact they have on the company. As a result, the company can make adjustments that are in line
with the goals of the company. The importance of making the modifications is to make sure that
the changes do not end up affecting the operations of the company negatively.
6 Y. Dong, et al., Fostering employee service creativity: Joint effects of customer empowering behaviors and
empowering supervisory leadership, Journal of Applied Psychology 100.5 (2015): 1364.
7 M. Grainer, et al., What unhappy customers want, MIT Sloan Management Review 55.3 (2014): 31.

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References

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Abbott, W., Persuasive evidence: improving customer service through evidence-based
librarianship, Library and Information Science: Parameters and Perspectives (2016): 146.
Dong, Y, et al., Fostering employee service creativity: Joint effects of customer empowering
behaviors and empowering supervisory leadership, Journal of Applied Psychology 100.5 (2015):
1364.
Grainer, M, et al., What unhappy customers want, MIT Sloan Management Review 55.3 (2014):
31.
Koehler, J, et al., Towards Intelligent Process Support for Customer Service Desks: Extracting
Problem Descriptions from Noisy and Multi-lingual Texts, International Conference on Business
Process Management, Springer, Cham, 2017.
Lam, F, and David M, When do employees speak up for their customers? A model of voice in a
customer service context, Personnel Psychology 67.3 (2014): 637-666.
Stevenson, W. J., Mehran H, and James C, Operations management, Vol. 8. Boston: McGraw-
Hill/Irwin, 2007.