Customer Service - 2541 Words

Customer Service at Datatronics Datatronics is an organization that serves their customers with Enterprise Resource Planning integrated solutions. Their growth is mainly attributed to acquisitions of smaller competitors. E-Z RP was such a company that despite its inferior size compared to Datatronics was able to succeed and outperform Datatronics on grounds of customer service and customer satisfaction. Datatronics recognized the fact and acquired E-Z RP with the aim to improve in that respective area. Just as it is the case with most acquisitions, job uncertainty at E-Z RP came into question when the acquisition was announced, however, all of the employees were able to remain employed. The issue was that most of the positions E-Z RP†¦show more content†¦Case Questions 1. Outline the specific information that Matt should collect to build a case for improving customer service at Datatronics. 2. Describe your top ideas for Matt to present to Joel next week. 3. How would Matt get Joel to support his ideas? 1. In order to improve customer service at Datatronics Matt will need to present a solid case in which he should consider the following items: †¢ How many customer service representatives are working in the Datatronics call center? †¢ What is their current knowledge of the products and what are some of the areas they will need to catch up on? †¢ How much time does a CSR spend on a single call on average? How many calls end up unresolved with the first call? †¢ What is the potential for reducing that time through improved education of CSR’s? †¢ How is the training being conducted on existing reps and new hires currently and how much time exactly is being allocated to that activity? †¢ Provide a means for customers to provide feedback after calls to acquire their satisfaction score on the overall service experience and allow them to point to areas that need improvement o Information must be allowed to be fed back to the individual development teams to allow for controls to be put in place for product improvement †¢ Conduct anonymous CSR survey about working conditions and their own satisfaction levels along with an opportunity to provide ideas forShow MoreRelatedCustomer Service2488 Words   |  10 PagesCustomer Service Research Paper Before I get into further analysis of my own personal experience, I am going to explain about different characteristics that are involved in customer service. 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It is important to realise that customers can take their business anywhere they want to and if they are not satisfied they will take their business elsewhere. Therefore, it is very important to understand who our customers are, their expectations of the service they experience and how that effects futureRead MoreEssay on Customer Service1144 Words   |  5 PagesSection 1 – Understand the factors that affect an organisation and the customer service role 1. Complete the table below with a description of the products and services for at least two commercial organisations, public organisations and third sector organisations. Please ensure you provide a description for each organisation, rather than a list. 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