Wombat Phones: Analyzing and Improving Customer Service

This report addresses the customer service challenges faced by Wombat Phones, focusing on issues such as rude behavior, misleading information, and inadequate service standards. It proposes strategies for improvement, including the appointment of senior managers to oversee the monitoring process and address employee issues. The report emphasizes the importance of providing stress relaxation programs to reduce employee rudeness and comprehensive training on product knowledge and effective customer communication. The analysis draws upon references to support the recommendations, aiming to enhance customer satisfaction by improving the quality of help desk services and overall customer experience. The report suggests specific training and process improvements to help Wombat Phones achieve these goals.

SUPPORT
STANDARDS AND
SOLUTION
Wombat Phones

Wombat Phone Issues
Wombat Phones are facing number of issues in terms of help desk
services, such as:
• Agents are being rude to customers.
• Misleading information provided to customers.
• Service standards are not well maintained as per standards.

Description on steps is to be taken to improve
support service by appointing senior managers
• Improvement in monitoring process is essential so that executives issues
can be identified and resolved.
• Stress relaxation program must be arranged to reduce issue of rudeness in
behaviour.
• Proper training must be provided to employees for better information
about services that company offers.

Contd…
• If in firm there is issue in relation to customer communication.
• It should be improvised by providing effective training by senior manager
so they can have idea in what manner they should communicate with
customer (Derby and et.al., 2017).

Contd…
• In organisation the help desk service provider person should have knowledge
about product specification. For customer they are first person whom they can
interact to gather knowledge about commodity (Principles of Effective Help
Desk Management, 2017).
• To overcome this issue senior management should provide depth idea of good
so they can help them in any manner.

References
• Bivens, A. and Ramasamy, H., 2017. Preface: Cognitive and Contextual
Analytics for IT Services. IBM Journal of Research and Development. 61(1).
pp.0-1.
• Chagnon, C.J., Trapp, A.C. and Djamasbi, S., 2017. Creating a Decision Support
System for Service Classification and Assignment through Optimization.
• Bonucchi, D., 2017. Multi-professional, controlled and efficient: the
management model for vascular access of the future in Italy. The journal of
vascular access. 18(1). pp.e8-e8.