Customer Support: Case Analysis and Help Desk Staffing Guide

This report addresses a customer complaint regarding poor service, detailing an incident where a customer experienced unfriendly communication and unhelpful behavior from a sales assistant. The report includes an investigation summary and recommends policy changes to improve customer experience. It emphasizes the importance of articulate and respectful sales personnel and suggests leveraging artificial intelligence and a system for addressing customer concerns. Furthermore, the report provides a user guide for a staffing calculation tool designed to optimize help desk operations. The guide outlines the objectives, troubleshooting steps, and procedures for using the tool to estimate staffing needs based on call duration and employee productivity, ultimately aiming to enhance customer satisfaction by ensuring efficient and effective help desk support. The report concludes by reiterating the critical role of customer satisfaction in business success and highlighting the systematic approach provided by the user guide for help desk management.

Running Head: CUSTOMER SUPPORT 1
Customer Support
Name
Institution

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Customer Support
Part One
Case Summary
Recently, a customer launched a complaint about our sales services. According to the client,
his/her experience at the store was awful and the communication approach used by the sales
assistant was unfriendly. In the complaint launched, the client points out that the personnel
displayed an utter lack of interpersonal skills and her body language expressed unwillingness to
offer help to the client. Furthermore, she was pushy and hesitant to address the customer’s
concerns. The sales department has launched a full investigation on the incident. Afterwards, the
responsible sales assistant will be liable for review by the department to ensure that the incident
does not repeat itself in the future.
Help Desk Operations
The company should set out various measures that aim at improving the company’s operations.
First, the firm should instigate a strict policy that requires the entire sales team to be articulate,
patient and respectful to customers all the time. It is worth noting that implementing such a
policy would go a long way in improving customer experience at the store. Mainly, this is
because articulate and respectful sales personnel would be conversational and posses the ability
to formulate answers that address the clients issues, thereby enhancing customer satisfaction.
Secondly, the firm may improve its processes by adopting artificial intelligence to help improve
customer experience at the store. Fundamentally, it pertains to the use of technology that makes
transactional data, and offer high quality customer service at the retail store. Employing this

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technology at the store would go a long way in improving customer experience at the XYZ
boutique.
Lastly, the boutique’s administration should set in place a system that ensures all its client’s
problems and concerns are addressed. Dismissing customers’ concerns might adversely affect the
reputation of the store, which in turn may result in significant losses. Thus, the administration
should set a policy that ensures the management team apologizes to customers and address their
concerns as soon as they arise.
Part Two
The User Guide to the Staffing Calculation Tool for Help Desks
Contents
Introduction......................................................................................................................................4
Objectives........................................................................................................................................4
Trouble shooting..............................................................................................................................4
Signs of a faulty help desk staffing..............................................................................................5
Instructional Steps for using the staffing calculation tool for the helpdesk.................................5
Conclusion.......................................................................................................................................8

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Introduction
Customer satisfaction at our store is the paramount goal of our organization. Thus, this manual
seeks to improve the client’s experience at our outlets throughout the country. Notably, the user
guide is a step to improving the staffing technique at the help desk in order to improve the
quality of customer care and help at the firm.
Objectives
The main goal of this user guide is to improve the manner in which our sales personnel handle
customer concerns at the store. The staffing tool is designed to estimate the number of full time
equivalents that are needed at the help desk during different call duration times. The technique
takes into consideration the estimated productive time per employee per day.
Trouble shooting
Before the management can determine the optimal number of employees and the average number
of workers each help desk assistant should work, it must conduct a survey of the current plan.
Recognizing any shortfalls in the staffing would be key to solving any problems experienced at
the help desk.
Signs of a faulty help desk staffing
Sign 1: The complaints raised by clients at the help desk are not recorded and addressed on time.
Sign 2: clients report that they called the business to report an incident, but their call went
unanswered, and thus their concerns were not addressed.
Sign 3: poor coordination between the help desk personnel and disorganized change of staff
between one shift and the next.

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Instructional Steps for using the staffing calculation tool for the helpdesk
Step 1: Open the Microsoft excel program on your computer. To do this, go to the start page,
search ‘excel’ and then click open. Once excel is open, search for the staffing calculation tool for
the help desk and click open.
Step 2: In Microsoft excel, open the data input spreadsheet by clicking on the tab called “Data
Input”.
Step 3: On the data input tab, note that there are various areas that are colored and contain only
zeros. In this area, input the correct data according to the staffing records of the firm. Look at
the illustration below.
Input data here

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Ordinarily, your spreadsheet will resemble the one above. On the colored cells, insert the correct
data. For instance, in order to compare the staffing requirements at three different call durations,
you are required to enter the three different call duration estimates in the blue area above. In the
same way, to calculate the number of productive minutes per day, per employee, one is required
to enter the information in the blue cells as instructed in the software.
Step 4: Once you have keyed in all the relevant data in the spreadsheet, the next step would be to
click on the tab labeled “Calculation” at the bottom of the spreadsheet. This is illustrated below.
Click on the Calculation tab.
Step 5: Once you click on the calculation tab, you will notice that the results of the data you
input has been posted. Typically, the results would resemble the one below.
The results for staffing requirements will appear as follows:

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On the other hand, the results for results for the estimation of maximum daily blockage or
abandon rate at the existing staffing level would take the following shape. The data below will be
replaced with the actual results from the information you keyed in earlier.
Step 6: Afterwards, you can analyze the data and use the information to make various changes
within the help desk.

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Step 7: When you are done with the analysis, save the data for future reference and close the
software.
Conclusion
Customer satisfaction and happiness is the core foundation of every business’ success. Therefore,
it is paramount for the help desk personnel to uphold customer fulfillment and meet their
expectations when they visit the store. The user guide aims at developing a systematic approach
to help desk management. Using the manual, the management would be able to estimate the
number of FTEs required at an average monthly call volume rate to the organization for three
different call duration times. In addition, the manual illustrates how to easily calculate the
estimated productive time per employee per day.