Improving Customer Service: A Case Study of ABC Company's Challenges

This case study examines customer support management issues at ABC Company, a multinational electronics and services provider. The author, a customer service officer, recounts a specific incident where a customer faced unresolved problems with a phone, leading to dissatisfaction and potential damage to the company's image. The problem stemmed from poor communication, inattentive customer care executives, and unhelpful service center employees. The author resolved the issue by directly assisting the customer and addressing the failures within the support system. The study concludes with recommendations for improving customer service, including better communication, revisiting the business plan, motivating employees, identifying weak points, and enabling mobile access for employees. The goal is to enhance operational efficiency and ensure customer satisfaction.

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

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Case summary
The company that I have chosen for this assignment is ABC Company. This
company is a Japanese multinational company that manufactures electronics and
provides services such as gaming, financial and entertainment services to customers. I
am the customer service officer of the company. Phones manufactured by ABC have
won hearts of people all over the world. ABC has many loyal customers who prefer their
products and services over any other brand.
Communication process
The communication process in my company has various steps. The customers
facing problem with our services or products contact with our customer care executive.
The number of customer care executive is provided along with the product or service
during its purchase. I have divided the customer care team according to the categories
they are involved with. Any customer facing problem, calls the executive and complains
regarding it. The executive helps customers if they can else the call is transferred to the
executive leader. The leader tries to help the customer over phone. If the problems are
beyond their expertise, they transfer the call to me and I try to help the customer by
answering their queries. Sometimes when the problems are regarding a product, which
needs to be mended, I suggest the customer to service center and their problem is
solved. The communication process is very transparent in my company. The employees
cooperate with each other as well as customers in order to keep the communication
process transparent.

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Problem
The customers of my company have been facing various problems regarding the
phones manufactured. Some customers complain that after purchasing the phone, they
get perfect service for some time and then they face problems regarding its battery
backup, simcard slots and some other problems. I have had a personal experience
regarding this. Once, a customer had issues regarding a product that he had bought.
After few months of purchasing the product, customer had some problems with its
service. Customer called the customer care executive for help and his queries were not
answered properly. The customer complained that he could not convey his problems
because the executive was not attentive during the conversation. the customer also
complained that when he called once again, he shared his queries and they were not
answered properly. Irrelevant answers were provided to him. After that, when the
customer wanted to talk to me, the executives said that the call would be transferred to
me and the customer was keep in hold for a long time. At last, the customer was bound
to visit the service center, which was located very far from his resident. He approached
for some help on the problems that he has been facing. The employees there did not
address him well or help him out with his problems. When he said he had already
spoken to some executives of my team, they were informed regarding the matter and
executives completely denied the fact. They requested the employees of the service
center to handle the matter so that I do not know it. I was not informed until a chaos was
created and the customer posted the matter to the official site of the company. The

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customer said he would lodge a complaint against my company regarding the matter.
This problem could have been a huge threat to the image of the company.
Resolving the case
I had resolved the problem by taking various steps. I contacted the customer and
asked regarding the fact. I enquired it with my team members and after a while, they
agreed on it. I called the customer to the service center and ensured him that his
problem will be solved. I assisted the customer personally, and solved his problem as
soon as possible. This problem was solved after a lot of hassle was created.
The case could have been resolved much before by the cooperation of the
employees as well as the customer service team. Some steps that can be taken in order
to improve the customer services provided are a good communication with customers,
revisiting the business plan, outsourcing the IT and many more. A company should
always work for satisfying their customers. The reviewing of business plan should be
done after a specific time period. The business plan should be revisited considering the
present economic climate, the direction taken by the organization and many more. A
business plan is made for a reason so it should be followed accordingly. If it is felt that
changes are needed in the business plan, it should be carried out and followed
accordingly. The second way in which operation of an organization can be improved is
motivating the employees. Valuing the employees would benefit an organization the
most. Employees are the core of any business. They play a vital role in the success of
their business. Maintain a high collaboration rate between the customers, suppliers and
employees shuld. All the teams should have the specific tools needed. The teams

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should also know the context where to use them. A high retention rate is faced if
employees are happy with their job. Another factor includes indentifying the weak points
of the company and work on it. Monitoring the business operations, its weak points can
be analyzed. This is a time consuming process but it would be helpful for the
organization in the long run. The identification of loopholes or problems faced by the
organization would be helpful because the mitigations of the problems would be decided
according to the problems. Making the employees go mobiles help in better operations
of the company. This would boost their productivity when the company network is
unavailable for their work. This would create a friendly environment in the organization
and help the employees to provide better productivity to the company. If the tips are
properly followed by the organization, its operations can be improved and the customers
would not be dissatisfied with the customer service of the company.