Report: Customer Support Management Analysis, XYZ Mobile Networks

This report analyzes the customer support management of XYZ Mobile Networks, addressing issues such as delayed responses, disrespectful employees, and service termination problems. The first section details customer complaints, highlighting inefficiencies in the customer service process. The second section provides recommendations for improvement, including enhancing employee qualifications, improving email response times, and refining communication methods to notify customers of penalties and payment due dates. The final section presents a user guide designed for customer care representatives, outlining the guide's structure, including the cover page with company details, rules and regulations, statements for customer interactions, a section on handling customer complaints, and concluding wishes. The user guide aims to help employees effectively manage customer interactions and improve overall service quality. References to relevant literature are also included.

UNIT:
NAME:
DATE:

CUSTOMER SUPPORT MANAGEMENT
QUESTION 1
Customer called the customer service but the call was delayed for almost 30 minutes and did not
receive any valuable reply. Customer called a few days later and still received no helpful reply.
Customer sent an email and received a reply. Customer’s phone services were terminated.
Customer came to pay for the services in person but the waiting line was very long and therefore
took longer time than anticipated. Customer was served by a disrespectful and rude employee.
Customer was charged a penalty for not paying for the services in time. Phone services were not
reactivated until two days later.
QUESTION 2
XYZ should increase and improve the qualifications of the employees in all departments and
fields. This will help the business increase its effectiveness and efficiency. For instance, when it
comes to serving their customers at a faster rate, getting people to activate the customers’
services after payments early enough or rather immediately, to work on the replying of the
customers’ emails and phone calls requires more qualified, experienced and people with
expertise. By increasing the quality of the employees, the business will be able to provide better
services to the customers.
XYZ business should work on the process of replying customers’ emails in not more than 24
hours after receiving their queries. This will help them update the customers of their accounts
status and will also help the customers know whether their complaints have been received and
solved or not. This improve the communication methods between the customers and the
business.
XYZ should improve on its communication methods and techniques. For instance, notify its
customers early enough if any penalty is supposed to be imposed on them. This will enable the
customer to prepare themselves financially when they will be paying for the services, notifying
the customers about their service due dates and if their payments has been received among other
things.

QUESTION 3
INTRODUCTION
A user guide is a manual that is supposed to help people using a certain system. Technically, it
helps these people perform their duties without much hitches. Just as the name says, it guides
them on what to do and at what time. This question contains a user guide that is to be used by
customer care persons in XYZ Mobile Networking Company. It is in form of a booklet but still
well detailed that helps employees manage their customers (Bolumole et al, 2008)
Cover- On the top most section of the cover page, a customer care will see the name of the
company (XYZ Mobile Network Services), its logo and a statement that says that the brochure is
not for sale. Also it contains a statement that warns the users not to share it with unauthorized
personnel which means that if not in use, it should be kept in a safe place. At the far edge of the
cover, there is the executive manager’s signature and the date to indicate that the document is
legal and more so is professionally authorized for use.
Company: A customer care will see the company’s motto, goals and objectives as well as the
company’s aims. This will help the user to know what they should be working towards and what
they should be aiming at achieving at the end of every activity. This page also contains the
signature of the senior manager indicating that the information on that page is the courtesy of the
company’s management team.
Rules and regulations: A customer care will see most of the rules and regulations that should be
followed when in the organization. this includes aspects like reporting time, closing time, lunch
time, breaks or resting periods, dates of salary payments to name just but a few. At the end of the
page, there is a list of punishment categories that a person is supposed to be given in case they
break any rule. The consequences or punishments are numbered according to the number of the
rules themselves. For instance, if the rule about business opening hour is listed as number 1, then
the punishment that accompanies the breakage of such a rule is listed as number one as well.
Statements Section: A contains the list of statements that should be used by the user of the
document. In the case of the XYZ Mobile Networks Company a customer care will see the list of
opening statements that every customer care should use whenever they receive a call from a
customer. Also, there are statement listed for the opening statement whenever the employee

wants to reply a customer’s message through email or through text message. In addition to that, a
customer care will also see the closing remarks that every employee should always use whenever
dealing with a customer, i.e. either on phone call or face to face conversation. At the end of the
page, there is a list of consequences given for those who do not follow the rules listed above.
Also, there is a human resource manager’s signature at the end of the page.
Customers Section: In this section, a customer care will find some examples of frequent
customer complaints and a list of instructions on how a customer care can handle them. This
section will have only issues to do with customers complaints. The section also contains a
number of people to whom the customer care can forward the issue or problem. For instance, in
case of payment confirmations, the customer care can forward the issue to the accounts or
finance office (Dean et al, 2010). However, at the end of the page, there is a warning showing
that the issues should not always be forwarder, unless they are much more complicated for the
customer care.
Wishes- A customer care will see a statement that wishes a customer care a good time while
working in the business and success in a customer care work. The Customer care will also see a
picture of a person communicating through a phone call in the front office of the company itself.

REFERENCES
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