Innovative Widgets: Risk Assessment and Customer Service Report

This report provides a detailed analysis of the customer service team's performance at Innovative Widgets, examining the challenges faced and the factors contributing to shortfalls in service quality. The report begins by outlining the team's performance metrics, highlighting fluctuations and identifying periods of both success and underperformance. It then delves into the potential causes of these shortfalls, including the impact of new hires, lack of training, and the pressure to handle a high volume of calls. Furthermore, the report explores the issue of unprofessional conduct among team members, citing specific examples of poor customer interaction. Based on these findings, the report proposes solutions such as employee engagement activities and enhanced training programs to improve job satisfaction and equip employees with the necessary skills. The report also includes a sample email addressing a customer complaint, demonstrating the application of these recommendations in a practical context. This comprehensive analysis aims to guide Innovative Widgets in improving its customer service operations and fostering a more customer-centric approach.

Running head: RISK ASSESSMENT
Risk Assessment
Name of the Student
Name of the University
Author Note

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Introduction:
The modern organizations are seen to suffer from the absence of the quality in the
services of the employees in a significant manner. The lack of quality in the services of the
employees is affecting the growth and goodwill of the organizations (Goetsch and Davis
2014). The paper evaluates one such case where the affected company is Innovative Widgets.
The paper discusses the team performance of the employees of the company and at the same
time, it evaluates the probable causes responsible for the decreasing performance and
recommends suitable options as solutions for the same. Along with this, the paper provides
evidence as mail for resolving the concern of the customer company of the organization in
the form of Yore Mine Company.
Discussion:
Customer Service Team Performances:
The customer service team including employees like Mia, Nitin, Jonas, Taya and
Mary and led by John was observed to face some difficulties at the start of the year. John had
only three at that time in the form of Mia, Nitin and Jonas and the team was unable to meet
the desired production by 2% each in the month of January and February. However the team
performed well in the following month where they were able to overshoot the target by 3.5%.
During April and May the team did not perform so well and missed the target by 1.5% and
0.5%. However the team performed significantly well during the month of June, July, August
and September and that is pretty evident with the rise in the margin of overshoot if the target.
The team was able to achieve 4%, 4.5%, 3.5% and 7% more than the set target in those
months. However in the month of October, one of the members of the team, Nitin was seen to
quit the job and two new employees were introduced into the team in the form of Taya and
Marry. The team was able to achieve the highest margin of overshoot during that time with

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10% and 12% respectively. However the lack of experience of the new employees seemed to
affect the overall quality of the services of the team. The team started to run after the number
of calls rather than making sure that the customers be able to get optimum quality service
(Rekatsinaset al. 2015). For example, one evident can be cited as one of the member of the
team, Mary was found to deal with the customer in a significantly unprofessional manner
where the employee was behaving rudely to the customers and at the same time, was putting
the customer on hold intentionally. Both of these acts are against the service rule of
Innovative Widget.
These are some serious issues which are making the overall performance of the team
significantly low and Mary is not the only one responsible in this decrement of the quality of
the services of the team.
Possible causes of the shortfalls in the customer service:
The quality in the customer service operations of the organization is observed to be
significantly low due to the intention of the team of attending maximum number of calls. The
members of the team were unable to attend majority of the calls in an efficient manner to
meet all the queries of the customers. The members of the team were observed to be
significantly unprofessional during managing the calls as the temperament shown by them
was not appropriate. The causes of such treatment to the customers can be the significant
generation of the work stress among the employees of the organization. At the same time, the
reason for this can also be the absence or lack of on job training of the employees of the
organization. The employee’s intention of attending higher number of calls is the reason
behind the intentional call holding (Guzman and Stern 2016). The absence of the
competencies for effective tracking of the orders of the customers and producing real time
data regarding the shipment of the orders were significantly causing the decrement in the

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quality of the performances of the employees. This was generating notable amount of job
dissatisfaction among the employees of the organization and that was instrumental in their
improper management of the calls.
Options:
As it is visible that the employees of the organizations were suffering from the job
stress and the lack of training for their job roles, the options for this case will be the
introduction of the employee engagement activities. This will make sure that the employees
of the organization get rid of the pressure of work and be able to engage among themselves.
This will certainly increase their quality in handling the calls efficiently where the
requirements of each and every call will be managed efficiently. Apart from this, the training
will certainly help the employees of the organization as this will make sure that they have the
knowledge of the operations for tracking the orders of the customers and providing real time
information of the orders to their customers. This will certainly increase the level of
satisfaction of the customers. Along with this, the management needs to consult with the
employees of the organization in making sure that they consider the quality of the calls to be
the utmost priority rather than the number of calls.

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Mail:
To: Mail ID of the Procurement manager of Yore Mine Co.
From: Mail ID of the Customer Service Manager of Innovative Widgets.
Subject: Widgets Delivery.
Dear Sir/Madam
My name is (name of the Customer Service Manager of Innovative Widgets) and I am
the Customer Service Manager of Innovative Widgets.
Please note that we are very sorry for the troubles that your company faced with our
service delivery. I personally apologise to you for the problems that you had to face in
managing the business operations. Along with this, I have the idea of the miscommunication
that you had to face during the phone call with our customer representative. However, the
representative was unaware about the ricks to track the order of yours and that led to the
miscommunication. You will be happy to know that we have tracked down your order and we
are able to provide the phone number and name of the person responsible for the delivery.
The delivery of the widgets took some time due to some internal issues of our company.
However we are able to resolve all those issues.
As the order is expected to reach today, I request you not to worry and be prepared to
receive the widgets. Along with this, I want apologise again for the delay in the delivery and
seek your cooperation that Innovative Widgets is able to get for so many days.
We hope to continue our good relation and business.

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Regards
Name of the Customer Service Manager of Innovative Widgets
The name of the delivery person:
The contact number of the delivery person:

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References:
Guzman, J. and Stern, S., 2016. The state of American entrepreneurship: New estimates of
the quantity and quality of entrepreneurship for 15 US states, 1988-2014 (No. w22095).
National Bureau of Economic Research.
Rekatsinas, T., Dong, X.L., Getoor, L. and Srivastava, D., 2015. Finding Quality in Quantity:
The Challenge of Discovering Valuable Sources for Integration. In CIDR.
Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence.
Upper Saddle River, NJ: pearson.