Customer Service Management Report: XYZ Service Company

This report presents an analysis of a customer service management case study, focusing on the experiences of a car owner with the XYZ servicing company. The case highlights issues with help desk operations, including challenges in staffing and IT infrastructure, leading to customer dissatisfaction and damage to the company's reputation. The report identifies key areas for improvement, such as implementing effective greeting protocols, active listening, gaining agreement, and a structured approach to problem-solving. It emphasizes the importance of proactive customer service, including apologizing for inconveniences, and confirming resolutions to ensure customer satisfaction and loyalty. The report also includes references to relevant literature in customer service management.

Running head: CUSTOMER SERVICE MANAGEMENT
Customer service management
Name of the student
Name of the university
Author Note:

2
CUSTOMER SERVICE MANAGEMENT
Table of Contents
Question 1........................................................................................................................................3
Case Summary.................................................................................................................................3
Question 2........................................................................................................................................3
Help Desk Operations......................................................................................................................3
Question 3........................................................................................................................................4

3
CUSTOMER SERVICE MANAGEMENT
Question 1
Case Summary
The case study shows the harassment of a person involving a car in New South Wales of
Australia. The car had been registered in the name of the owner. Recently the car met with a
serious accident and was damaged completely. Being a registered vehicle with a registered
number plate the owner of the car claimed a particular amount of money according to the rules of
the New South Wales area. The customer went to the XYZ servicing company to claim the
amount but had to stand in along queue of customers standing for same or other purposes. The
customer service executives promised the owner of delivering the cheque at time and told him to
drop his postal address with them. The owner however waited for a prolonged period of 20 days
but failed to receive the cheque. The problem continued again after one such visit citing postal
problems and finally the owner received the cheque after changing the postal address and
wasting a long time which caused much harassment.
Question 2
Help Desk Operations
Being a Customer Service Officer I have to ensure that I can ensure a proper help desk
service to the customers to make sure that the customers do not face any problem. Our help desk
operations must be improved to help improve the customer service of the company. Some of the
challenges that I have to face are;
a. Acquiring the right help desk staff

4
CUSTOMER SERVICE MANAGEMENT
b. It is very difficult to recruit the help desk staff having a right blend of customer service
and technological skills
c. Having the wrong person in the mentioned job damages the reputation of the IT (Aryee,
2015)
d. Recruiting the wrong persons and then again replacing the wrong persons is a very
arduous task to be done by the organization. It is a very expensive process.
I have to implement some necessary changes in the management of the system to make sure
that the organization heads towards the right way.
a. As mentioned earlier the HR department of the organization has to be careful while hiring
people as because they have to hire the best possible talents from within the industry who
have the right amount of service as well as the technical skills needed to create an impact
in the industry.
b. I have to make sure that the help desk consists of ever smiling positive people with a
positive look
c. The IT infrastructure must be maintained properly to process the customer’s requests and
complaints as early as possible.
Question 3
Customer Service forms the basic element of a business. The more the customers are
satisfied the more they will use the services of the organizations. In the particular case study
provided here it is seen how the owner of a damaged car is harassed by the XYZ servicing
company over the payment of his claims on the number plate of the car. After a prolonged wait
of 3 to 4 months he was finally able to receive his cheque which was collected from one of the

5
CUSTOMER SERVICE MANAGEMENT
friend’s house of the owner. It was a big failure for the customer service department of the
mentioned company as the owner of the car got frustrated and the harassment he received
damaged the reputation of XYZ car service limited. There are some steps that can be followed by
the mentioned service company to provide the customers with one of the best customer
satisfactions. Following some simple steps is the key to success in customer satisfaction. This
includes;
a. Greeting- The help desk of the company is involved in interacting with the customers and
the people via phone or direct face to face communication. The employees working at the
front desk must avoid begging for evaluation scores from the employees of the
organization and should make it a point to address customers by saying, May I help You,
How can I help You and many more as such. The employees must be friendly and
professional in their approach which will help to calm down the anger of the customers.
b. Active Listening- Active listening is utmost important to solve customer problems
(Jahanshani, 2014). Listening carefully without interrupting the customer helps to
develop a proper communication between the people who is suffering and the ones who
may be the employees serving such users. It is better to make sure that the help desk
operators keep a record of the callers as such an information will be needed any time.
c. Gain Agreement- This is the identification of the problems or the idea of the causes for
which there has been constant problems. The main task of the organization is to make
sure that the organization (Zhang, 2017).
d. Apologizing Phase- This is the particular time period when the executives of the
organization in charge of the calls apologizes for the technical hitches or the other
problems faced by the callers. The following activity diminishes the chances of people

6
CUSTOMER SERVICE MANAGEMENT
getting angry. The service people can follow a principle which is one of the best ways to
influence the customer. The operators can say wisely that they have personally never
been in such a situation or they can make sure how much it affects the customers (Lam,
2014).
e. Problem Solving- While solving the issues of the different people it is better to make sure
that there is constant communication between helping them and assuring them that the
organization is working for them and will surely solve all their queries. Absence of a
proper solving program will spell doom to customer relationship in a business.
f. Confirming Resolution- Confirming resolution is another main aim of the organization.
The helps desk personals must not throw away the tickets of the customers and maintain
them in a professional way to easily solve the queries of the customers.

7
CUSTOMER SERVICE MANAGEMENT
References
Aryee, S., Seidu, E. Y., Sacramento, C. A., & Martinaityte, I. (2015, January). Proactive
Customer Service Performance: Test of a Team-Level Model. In Academy of Management
Proceedings (Vol. 2015, No. 1, p. 11002). Academy of Management.
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.
Jaakkola, E., & Alexander, M. (2014). The role of customer engagement behavior in value co-
creation: a service system perspective. Journal of Service Research, 17(3), 247-261.
Jahanshani, A. A., Hajizadeh, G. M. A., Mirdhamadi, S. A., Nawaser, K., & Khaksar, S. M. S.
(2014). Study the effects of customer service and product quality on customer satisfaction and
loyalty.
Lam, C. F., & Mayer, D. M. (2014). When do employees speak up for their customers? A model
of voice in a customer service context. Personnel Psychology, 67(3), 637-666.
Müller, O., Debortoli, S., Junglas, I., & vom Brocke, J. (2016). Using Text Analytics to Derive
Customer Service Management Benefits from Unstructured Data. MIS Quarterly
Executive, 15(4).
Tynan, C., McKechnie, S., & Hartley, S. (2014). Interpreting value in the customer service
experience using customer-dominant logic. Journal of Marketing Management, 30(9-10), 1058-
1081.

8
CUSTOMER SERVICE MANAGEMENT
Yang, C. C., Cheng, L. Y., & Lin, C. J. (2015). A typology of customer variability and employee
variability in service industries. Total Quality Management & Business Excellence, 26(7-8), 825-
839.
Zhang, M., Hu, M., Guo, L., & Liu, W. (2017). Understanding relationships among customer
experience, engagement, and word-of-mouth intention on online brand communities: The
perspective of Service Ecosystem. Internet Research, (just-accepted), 00-00.
Zurich, L. B. (2017). Service Operations and Management.
"The Six Steps In A Successful Tech Support Session: Customer Service Training
101." YouTube. N.p., 2017. Web. 30 Aug. 2017.