ACB Furniture: Customer Support Management Report and Analysis

This report provides an analysis of customer support management within ACB Furniture Pvt Ltd, focusing on a case involving a faulty bed. The report summarizes the customer's complaint regarding malfunctioning drawers and the company's response, including a replacement offer that was later converted to a refund due to stock unavailability. The report then delves into the importance of help desk operations, highlighting the need for prompt replies, software upgrades, and understanding customer priorities. Furthermore, the report details the structure of ACB Furniture's help desk system, including service stations, customer support representatives' roles, staff IDs, shift timings, performance averages, incentives, and payment structures. The report emphasizes how these elements contribute to maintaining customer satisfaction and a healthy service provider relationship.

Running Head: CUSTOMER SUPPORT MANAGEMENT
CUSTOMER SUPPORT MANAGEMENT
Name of the Student
Name of the University
Author Note

1CUSTOMER SUPPORT MANAGEMENT
Q1.
Case Summary:
Sir, the case here is based on a bed purchased on 21st July, 2019. As per customer’s
complaint, the drawers of the bed is not working properly. Therefore, he sent a mail regarding
the problem and we responded saying that we will replace the bed with a new one. Later, our
delivery guys went to his place and picked the faulty bed set. But, we could not deliver a new
bed, due to lack of stock of the same. Therefore, we suggested him to wait until the new stock
comes and if possible contact to the store with the warranty card of the product. He said that,
he had lost the warranty card of the bed set. Therefore, not having stock of the product and
enhancing the customer satisfaction we provided refund to the customer.
Q2.
Help Desk Operations:
Help Desk Operations are one of the most important part related to the product a company
sales. Therefore, the company can provide the aftersales service to the customers as authentic
as their products are. In order to provide well maintained aftersales services to the customers,
the company needs look on the factor to improve the service helpdesk, some of the ways are
–
Replying promptly – The calls and emails regarding the complaints need to be answered
well and prompt to the customers, in order to satisfy the customers’ all queries. Therefore the
help desk representatives should follow up a script as to introduce themselves to the
customers as well as, make queries about their problems.

2CUSTOMER SUPPORT MANAGEMENT
Upgradation of the Software’s –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.
Understanding 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.
Q3.
User Guide:
Station – The help desk system of ACB Furniture Pvt Ltd consists of 8 service stations
prefixed with the name “Delta”. The stations are well equipped in order to provide services to
the customers with problems and fulfil the requirements with solutions. Therefore, the main
aim of these stations is to handle and register the complaints of the customers headed by the
customer support representatives.
Customer Support Representatives – The customer support representatives of ACB
Furniture Pvt Ltd 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 related to the issues with their
furniture and provide solution in order to maintain a healthy customer and service provider
relationship in future.
Staff ID – Each customer support representative has a unique staff ID. Therefore, they are
identified with a unique code within the database. The staffs IDs are used to inform 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.

3CUSTOMER SUPPORT MANAGEMENT
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 customer support representatives can also avail the services like part time, full time
and medical leaves in their shift timings.
Performance Average – The customer support representatives are paid based on the shift
timings as well as their performance average. Their 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.
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 is mainly based on the
satisfaction of the customers they will take care of. The payment can be made higher by
serving the customers better with their problems, as well as clarifying all their queries with
better suggestions with their replies.