Customer Service and Satisfaction Report: ABC Phone Company Analysis

This report provides a comprehensive analysis of customer service and satisfaction within ABC Phone Company, a telecommunications provider. It begins by outlining the company's background and then delves into the communication methods used in customer support, highlighting personalized interactions and business rules. The core of the report focuses on a detailed description of customer service problems, particularly coverage outages, billing errors, and issues with customer service executives. It then proposes resolutions, emphasizing technological advancements, network expansion, and improved customer service training. The report continues with an instruction guide and a case summary, followed by an examination of help desk operations, including answering calls promptly, avoiding software issues, and determining priorities. Finally, it presents a user manual outlining service stations, customer support representative roles, staff IDs, shift timings, performance averages, incentives, and payment structures. The report aims to provide actionable insights for improving customer satisfaction and operational efficiency within the company.

Running Head: CUSTOMER SERVICE AND SATISFACTION
CUSTOMER SERVICE AND SATISFACTION
Name of the Student
Name of the University
Author Note

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Q1.
ABC Phone Company:
ABC Phone Company is a telecommunications based company connecting more people
across the globe.
Q2.
Communication Methods:
The communication methods of customer support system are equipped with personalized
interaction, establishment of business rules, staying relevant, scheduling routine client
communications, considering the comfort zone of the customers.
Q3.
Description of the problem:
One of the many problems the customer support management team faces in the
telecommunications sector is related to coverage outages. Most of the calls faced by the
customer support team is related to the problems like customers have been charged incorrect
amount regarding their bills, the voicemails and SMS sent by them were delivered late by
hours or days, incorrect service provided by the customer service executives, call dropped
while making an important phone call, holding the customer support calls for a long period of
time, reduced internet speed or not expected as per the plans and even the issues related to the
customer support service unable to solve problems as well.
The most significant problem of the customers is related to the coverage outrages
faced by them. Most of the calls faced by the customer support executives are related to
coverage outrages of the subscribers. This is one of the biggest pain point of the wireless and
internet section of the ABC Phone Company. The major problem here is having less backup

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systems during outages. Regarding this situation customer are facing troublesome
experiences while making call or using internet, either the connection is poor or totally lost
during the situation. Coverage outages are causing major problems as reported by the
customers. There are more problems related to the service regarding networking congestion,
failure of equipments, damages due to weather issues, crashed cash processing and so on.
Most of the customers’ complaints are based on unreasonable charge due to billing errors.
Therefore, the data and call services are getting high priced and as well as affected due to
overpriced billing. The improper billing issues are affecting customer satisfaction and making
the brand reputation fall off the ground. The issues will be solved as soon as possible as the
company is focused on getting and giving best communication service to customers.
One of the many challenges the customer service sector faces is related to the
complaint against the customer service itself. Many customers’ complaints are about the poor
service provided to them while reporting a complaint against the service they were provided
in the process. This affected the customer service sector at a great challenge to reform its
structure as to gain trust of the customers that the problems faced by them will be resolved by
the customer service provider rather than ignoring them. The main problems faced by them
are related to holding their calls while complaint, unexpected rate hikes, irrelevant or vague
answers provided related to their problems, frustrating replies by the customer service
executives, the automated responses reverted to them via customer service phone calls,
emails, online conversation boxes and social media posts. All of the problems have been
registered as well gathered by getting information from the public forums. Therefore, the
company will be putting its best effort to resolve all the problems to reconstruct the customer
service sector to provide an authentic customer service.

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Q4. Proposal for Resolution:
The ABC Phone Company is liable to all the services provided to the customers from the
beginning of the subscription the customer is paying. The customer support system are
hereby formed to get information of all the problems regarding the services provided by the
company. Customer support systems are liable to note down all the problems regarding the
services and refer them to the services team, therefore the problems can be resolved as soon
as possible. In order to solve all the problems effectively the company need to approve for
rapid technological changes as to make advancements in the telecommunication equipments
in order to prepare for the changes in the technological markets. Therefore, the company must
make shorter changes from time to time to make bigger impact on the upgradation process.
For an example, the upcoming technological experimentation regarding the 5G modules need
to be ready and to implement it, the company needs to come up with a new infrastructure in
the present technology.
The assessment processes related to the changing customer processes needed to be
addressed well. The best smartphones, wireless devices, value for money data packages need
to be introduced to retain customers in the future times. These will help in the process of new
inventory marketing strategies that may be of help to draw the attention of customers. But the
main fact that will retain customers in further times will be the service provided by the
network. Therefore, in order to retain most of the customer base, company needs to focus on
continuous process of developing the network expansion as to handle the increasing customer
and the network traffic caused by the calls and used data. In order to handle the customers as
well as give them the best services possible.

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Q7.
Instruction Guide:
1. Case Summary
2. Help Desk Operations
3. User Manual
Q8.
Case Summary:
Sir, the cases regarding the complaints are mainly based on the coverage outrages and
customer service executives’ treatment and error suggestions to the customers. In order to
solve these problems, we need to improve the service patterns to the customers as to improve
the quality as a service provider in the telecommunications sector. Therefore, as a Customer
Support Officer, I am suggesting you to please make a renovation on the customer support
sector by improving the communicative methods as well as equipments related to the
telecommunications, as to provide better services to the customer.
Q9.
Help Desk Operations:
Customer support operations are the crucial part of the product a company sales or provides
services on to. Therefore, it’s the liability of the company to care for the customers therefore
to increase their numbers as well as their profit margin in the market shares. In order to
provide authentic services to the customers there are several ways to improve the service
helpdesk, some of the ways are –
Answering calls promptly – The calls regarding the complaints need to be answered well
and must inform the customer well in order to satisfy the customers’ queries. Therefore the

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customer care executives should follow up a script as to introduce themselves to the
customers as well as, make queries about their problems.
Avoid Software Issues –The help desk should be well equipped with the technological
equipments and software upgrades, therefore the executives can handle the customers with
well-equipped information, and faster updates.
Determined Priorities – Customer service helpdesks need to determine the priorities of the
customers while taking and handling the complaints. The helpdesk executives are need to
well aware of the facts that the customer wants a feedback regarding the problems or issues
they are facing. Therefore, it is the executive’s duty to take care of the priorities of the
customers.
Escalating Queries – The Helpdesk support executives need to be well aware of the facts
that they need to escalate the task related information to another if unable to solve the issues
related to the customer’s queries.
Q10.
User Manual:
Station – The customer support system of ABC Phone Company consists of 8 service
stations prefixed by the name with “Delta”. The customer support stations are made to
provide services to the customers with problems and make a solution to it. Therefore, the sole
purpose of these stations is to take care of the complaints calls of the customers headed by the
customer support representatives.
Customer Support Representatives – The customer support representatives of the ABC
Phone Company are the head of the service stations. Therefore, the main job of them is to
take all the calls from the customers, listen to their problems regarding the network issues and

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provide them solution in order to maintain a healthy customer and service provider
relationship in future.
Staff ID – Every customer support representatives are provided with a unique staff ID.
Therefore, they can be identified within a large database of the customer support
representatives. The staffs IDs are used to provide information to the higher authority of the
customer support system to maintain a sustainable system of information regarding the
employees’ performance based on the services to the customers.
Shift Timings – The shift timings of the customer support system are based on weekly
timings. Therefore, customer support representatives attending the most number of shifts will
be considered as to get higher amount of salary as well as incentives base on their
performance, as per the attendance to the service stations. There will be total 7 shifts in a
week, therefore the customer support representatives are needed to be taken according to their
time. The shift timings also include part time, full time and come with medical leaves as well.
Performance Average – The customer support representatives are salaried based on the shift
timings as well as their performance average. The performance average is based on the
ratings given to them by the customers. An average score based on the number of customers’
rating are the basis of the representatives’ performance average. Therefore, in order to get
higher amount of salary as well as incentives the representatives are needed to satisfy the
customer’s queries and answer them well with their questions and the complaints regarding
the service of the company.
Incentives – Incentives are great way to cheer up the representatives’ performance. The
amount of incentives is focused on the performance average of the CSRs. Therefore, higher
amount of performance average scores will lead the representatives in getting higher amount
of incentives added to their weekly or monthly wages.

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Pay – The payment of the incentives are mainly based on the performance average of the
customer support representatives. The incentives are paid after every 7 shifts completed by
the representatives. Therefore, the amount the representatives will be getting is mainly based
on the sa5tisfaction of the customers they will be handling via calls. The payment can be
made higher by satisfying all the queries made by the customers, by serving them better with
their problems, as well as clarifying all their queries with better suggestions with their replies.