Customer Service Management Report: Improving WombatPhone's Help Desk

This report analyzes the customer service management of WombatPhone, a new mobile company facing issues with its help desk. The report identifies that the agents are not providing effective services, leading to customer dissatisfaction. To address this, the report proposes two key features: a com...Read More

CUSTOMER SERVICE
MANAGEMENT

Table of Content
INTRODUCTION...........................................................................................................................3
Elaboration of two features in the good management of a help desk..........................................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Customer service management refers to those strategies and practices which companies use for
managing and analyzing their customer interaction. This management helps in maintaining
healthy and efficient relations with the clients by resolving their issues and offering them what
they want (Tynan, McKechnie & Hartley, 2014).
The present work is based on the given case scenario. It includes two features for
management of real and useful help desk.
Elaboration of two features in the good management of a help desk
As per the given case scenario, the help desk section of WombatPhone which is a new
mobile company is getting worse. Agents of the help desk are not offering effective and quality
services to the customers. Due to this reason clients of the company are dissatisfied and finding
an alternative. Concerning to this, efficiency improvements are required in help desk section for
managing and maintaining good relations with the service users. The two factors which can work
effectively for the management of help desk section of the company is as follows:
Communication Plan:
As the agents of the enterprise are not communicating well with the customers, they need
to improve their communication and other related skills. Concerning this, WombatPhone has to
develop effective communication plan which will include information regarding the importance
of communication, ways to deal with clients, how to communicate properly, etc. According to
the Lam & Mayer, (2014), “Effective training and development sessions help in improving and
enhancing communication and inter-personnel skills of the workers.” With respect to this, the
plan will also include training sessions which will make agents aware of the importance of polite
conversation with the individuals along with good listening power in handling queries efficiently
for offering best quality services to the customers (Importance Of Communication Skills for
Students. 2012). This plan can also aware help desk staff about the skills and knowledge they
lack and needs to develop. Information about the gesture and postures to the employees while
dealing with customers can lead to leaving an impressive mark on them. This feature can help in
improving the present situation of the WombatPhone’s help desk
Product Knowledge:
Agents working at helpdesk section of the WombatPhone company needs to have
appropriate and efficient knowledge with respect to the goods and services they are offering to
the customers. As per the view of Zurich, (2017), “Companies should conduct meetings,
seminars or conferences for providing appropriate information regarding their new products or
services to the employees offering customer services.” In context to this, the staff of help desk

will able to understand and resolve the queries of the customers by using appropriate product
information. Proper and suitable solution to the problem can lead to increase the satisfaction
level of the clients. In this feature of customer service management, employees need to take
active participation in the meetings and conferences. Along with this, WombatPhone can also
provide booklets, manual handbooks to the staff members for making them aware of the
functionalities and operations of the mobile phones. This feature can help organization in
offering high-quality services by handling the issue of providing misleading information to the
customers which will lead to improving the dangerous condition of the help desk
CONCLUSION
The above study concluded that it is necessary for WombatPhone to offer high-quality
services to the customers for maintaining relations with them and accomplishing objectives.
Effective communication plan and product knowledge can help the company in handling its
current help desk situation.

REFERENCES
Books and Journal
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.
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.
Zurich, L. B. (2017). Service Operations and Management.
Online
Importance Of Communication Skills for Students. 2012. [Online]. Available Through:<
https://www.linkedin.com/pulse/importance-communication-skills-students-communication>.
[Accessed on 20th September 2017]