Customer Satisfaction
Table of contents
Introduction……………………………………………………………………………………….3
Key concerns………………………………………………………………………………………3
Customer service role in business…………………………………………………………………4
Customer satisfaction……………………………………………………………………………...5
IVR system and feedback…………………………………………………………………………6
Analysis……………………………………………………………………………………………7
Conclusion……………………………………………………………………………………….11
References………………………………………………………………………………………..12
Introduction E-Z RP is a small company compared with Datatronics, which was able to compete on perspective of customer service. This quality of service makes E-Z RP to get acquired by Datatronics. Matt Rubezahl was a development manager with a small team at E-Z RP, but this acquisition made every one worried about their position at Datatronics. However, the many personnel were able to continue being employed. The situation has been of which almost all of the opportunities E-Z RP employees had been possessing in E-Z RP had been no longer widely used and in addition they had been quite integrated into this Datatronics lifestyle in line with the corporation’s wants as an alternative to exactly what this staff had been qualified to accomplish as well as exactly what these people carry out greatest. Matt was delegated as a customer service head, which he never been before. By seeing the situations going on at Datatronics customer service, even though he do not have enough knowledge in that field; Matt identified some basic flaws in that and brought them to the notice of Joel McGivern, who is the CIO of Datatronics. joel ended up being wary of thinking about improving customer service as a result of improved paying, nevertheless, he ended up being reactive towards the concept that upgrades have to be made.(Smith & MCKeen, 2008)
Key Concerns
Matt pointed that in Datatronics the CSR's has their own importance and they are trained well to deal with the problems faced by the customers. Whereas in Datatronics their customer
Introduction……………………………………………………………………………………….3
Key concerns………………………………………………………………………………………3
Customer service role in business…………………………………………………………………4
Customer satisfaction……………………………………………………………………………...5
IVR system and feedback…………………………………………………………………………6
Analysis……………………………………………………………………………………………7
Conclusion……………………………………………………………………………………….11
References………………………………………………………………………………………..12
Introduction E-Z RP is a small company compared with Datatronics, which was able to compete on perspective of customer service. This quality of service makes E-Z RP to get acquired by Datatronics. Matt Rubezahl was a development manager with a small team at E-Z RP, but this acquisition made every one worried about their position at Datatronics. However, the many personnel were able to continue being employed. The situation has been of which almost all of the opportunities E-Z RP employees had been possessing in E-Z RP had been no longer widely used and in addition they had been quite integrated into this Datatronics lifestyle in line with the corporation’s wants as an alternative to exactly what this staff had been qualified to accomplish as well as exactly what these people carry out greatest. Matt was delegated as a customer service head, which he never been before. By seeing the situations going on at Datatronics customer service, even though he do not have enough knowledge in that field; Matt identified some basic flaws in that and brought them to the notice of Joel McGivern, who is the CIO of Datatronics. joel ended up being wary of thinking about improving customer service as a result of improved paying, nevertheless, he ended up being reactive towards the concept that upgrades have to be made.(Smith & MCKeen, 2008)
Key Concerns
Matt pointed that in Datatronics the CSR's has their own importance and they are trained well to deal with the problems faced by the customers. Whereas in Datatronics their customer
References: Customer service skills for user support agents (2004). By Course technology. p.1-4. Retrieved from http://www.ghc.edu/faculty/slloyd/CIS211/Chap3.pdf Evenson, R. (2012). Customer Service Management Training 101 : Quick and Easy techniques That Get Great Results. New York: AMACOM Smith, H Tax, S. S., & Brown, S. W. (1998). Recovering and learning from service failure. Sloan Management Review, 40, 75–88 Finch, L Zemke, R. (1994). Service recovery. Executive Excellence, 11, 17–18.