My topic is busy multi doctors\' clinic, telling how you would fix a customer se
ID: 344572 • Letter: M
Question
My topic is busy multi doctors' clinic, telling how you would fix a customer service problem. Develop it; give it some depth (probably 300-500 words. write about a customer service problem you have experienced or observed or read about and how you would fix that problem. I specifically did NOT name names and would prefer you do not also. Describe a problem or group of problems you would like to fix. (But keep it manageable). Put on your realistic hat, know your budget is limited, and you will take flack if you fire the boss's relative or do really weird stuff - but go for a solution. Go online and do a little research on the problem you would like to resolve and prevent from happening again. See if anyone has tried to fix the problem and it has worked. You may not use the brute force method. Firing everyone or more drastic measures are not acceptable. Describe your solution to the problem clearly and why you believe it will work. If others have tried it (found in your research or from interviews) discuss their results and why yours will be the same or different.
Explanation / Answer
The most common problem faced with the customer service department is the lack of knowledge of the products and the customer care representatives put the call on hold when they look for the required information. Many times, if the query is related to something technical then the call will be transferred to the manager and this process will take time. The customers are not greeted sometime in a good way and they do not get back to them with an update on the complaint raised by the customers. All these factors leave a customer red-faced and he will start looking for other options in the market to buy products or services. The remedy for this problem is the training provided to the agents on how they need to solve the problems faced by the customers. The agents should know the technical aspects of the most common electronic goods by the customers. The company should arrange technical training and also personality development program for the employees to treat the customers better and also to solve the problems efficiently. The company do not have to fire people or invest a huge amount of money to get this done. The employees will be trained in batches and they need to clear the exam after the training to show that they are ready to hit the floor and delivery some excellence. This will work because most of the people who work in call centres will have very basic education and doo communication skills. They can understand the importance of good customer service and what efforts are required of them. This can be taught to them and asked to put that into practice when they are working.
Amazon has already done this and there are various examples of their customer service team delivering excellence every single time they interact with a customer both after and before they make a purchase. The company treats the customers like guests and they will make sure that they have all the required information on the spot without any delay. They create content that can answer most of the questions customers have and they guide the customers to the place where they can find the information. The customers are always greeted with a smile and the company also gets involved in the social media to interact with the customers and to provide excellent customer service. The agents at Amazona are trained well on how they need to handle the customers and convert them into happy customers. If a company is receiving fewer complaints regarding their customer service then they are doing a great job and other companies can follow their strategy. This is because customer service is a complex process and it required a good amount of planning and dedication. so the companies that have attained this level are doing something special.
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