Category: Customer Service

Introduction

Customer satisfaction is one of the main goals a business wants to reach for ensuring competitive advantage and revenue growth. As a seller of car parts and a provider of wrecking services, Hondwreck Partsheaven is looking to improve the quality of the provided services, optimize the inventory processes, and optimize the overall performance of the company. As found by Cheung and To, customers have a negative reaction to service failure (2524); thus, there is a need for designing a project plan that will be beneficial for the organization overall. The purpose of this project plan is to outline recommendations about inventory and customer service improvement in Hondwreck Partsheaven to reach high levels of customer satisfaction.

Inventory Optimization

The first step in the project plan will be focused on the efforts to optimize the inventory in Hondwreck Partsheaven because an efficient usage of inventory has a positive impact on the cash flow of a company and thus continued liability (Lemke 14). One of the primary processes of optimization will involve a decrease of order fulfillment times. After analyzing the sales as well as the levels of demand for different services, a list of the most popular items should be made to ensure that the stock is being fulfilled instantly. While the company should have an extensive stock of those items that are used and sold regularly, the just-in-time inventory system can be applied to those products that do not have the same popularity.

Because just-in-time inventory is associated with risks such as unreliable supplier networks or the lack of immediate financial gains (Mazanai 5786), it is advised for Hondwreck only to implement the system concerning the less popular products that do not have the same effect on customers’ satisfaction as those sold on a regular basis. Such differentiation between inventory processes will allow the company to make evidence-based decisions and ensure that in-demand products never stock out nor that there is a risk of popular items not being delivered to customers due to unreliable supplier networks. The next process will be associated with making decisions about pricing since with the decrease of excess inventory there will be a decrease in inventory costs and thus a possibility to lower the prices for clients. This is directly linked to customers’ satisfaction as well as the company’s competitive advantage over the businesses that do not offer lower prices for great quality due to their lack of inventory optimization efforts.

Customer Services Improvement

The second step in the project plan will be dealing with customer services. As mentioned by Lemke, the provision of immaculate customer service is a crucial component in service delivery in today’s industry (60). Moreover, excellent customer services ensure competitiveness and stability because satisfied customers tend to refer their friends and family to a company that offered good services (Hoffman and Bateson 382). According to Steinkirchner from Forbes, there are many steps a company can make to enhance customer services:

• Letting customers get to know a business – being upfront about location, owners, customer support contacts, and other information that can enhance accessibility and trust.
• Being available – from picking up the phone at the office to traveling to other states for trade shows, a company should always make sure that its customers are valued.
• VIP – offering special discounts to loyal customers.
• Acquiring knowledge – take time for customer satisfaction surveys and online questionnaires to get valuable information about how a business can improve from the perspective of customers.

Customer improvement processes will be assigned to a team of employees that have a direct relation to working with clients. Ranging from sales assistants to call center operators, each employee will be encouraged to implement the mentioned above steps into their daily interactions with customers to reach high levels of satisfaction. In turn, the management will invest in conducting seminars, coaching, and training sessions to educate employees on the best practices of effective customer service as well as maintain the spirit of teamwork when it comes to catering to the needs of loyal clients (Kumar 48).

Aims and Timelines

While the purpose of the project plan is the enhancement of the operations for enhancing customers’ satisfaction with the products and services provided by Hondwreck Partsheaven, there is a list of specific aims that should be achieved with a certain timeframe. These aims are presented in the table below:

Works Cited

Cheung, Fung Yi Millissa, and Wai Ming to. “A Customer-Dominant Logic on Service Recovery and Customer Satisfaction.” Management Decision, vol. 54, no. 10, 2016, pp. 2524-2543.

Hoffman, Douglas, and John Bateson. Services Marketing: Concepts, Strategies, & Cases. 5th ed., Cengage Learning, 2017.

Kumar, V. Profitable Customer Engagement: Concept, Metrics and Strategies. Sage Publications, 2013.

Lemke, Scott William. “Inventory Optimization in Manufacturing Organizations.” Scholarworks, 2015. Web.

Mazanai, Musara. “Impact of Just-in-Time (JIT) Inventory System on Efficiency, Quality and Flexibility Among Manufacturing Sector, Small and Medium Enterprise (SMEs) in South Africa.” African Journal of Business Management, vol. 6, no. 17, 2012, pp. 5786-5791.

Steinkirchner, Sunday. “5 Ways to Improve Your Customer Service.” Forbes. 2012. Web.

Introduction

Our daily interactions with Customer Service Representatives (CSR’s) influence our lives. CSR’s are essential to each business. It’s crucial to ensure that CSR’s personnel possess exceptional dispositions required to uphold the caring attitude. Furthermore, such dispositions enable effective decision making. Indeed, CSR’s should show attentiveness and concern while assisting clients (Lawson, 2002). Most importantly, CSR’s personnel must assure their clients that they possess the competence and responsibility required to resolve customers’ predicaments. Indicatively, CSR’s personnel require appropriate training to gain the skills required for active customer care services provision. This paper discusses a training program together with activities designed to deliver relevant skills to the CSR’s personnel.

A training program for CSR’s personnel is an ongoing process conducted yearly. The training is applicable in a two-day workshop. It has four learning goals that focus on communication, public relations, personal and interpersonal skills. These training areas are crucial for effective helping tasks (Lawson, 2002). Notably, the training program should highlight these goals. It should include simulating scenarios that CSR personnel encounter in their everyday lives through role-plays. The program targets twenty of CSR’s personnel. They are targeted because training a few people increases the effectiveness of the initiative. Furthermore, the financial allocation made by the firm for this project can support the training of twenty customer care personnel.

The seminar is aimed at re-emphasizing the duties of the CSR team and the value placed on them. Indicatively, their conduct and performance give an impression on the culture of the firm (Blanchard &Thacker, 2010). Therefore, the firm places a high value on the growth and individual development of the team. Trainees have the opportunity to interact with experts during the seminar. Evidently, trainees will easily comprehend the dynamism of customer service. A summary of the workshop instructional strategy is provided in table 1. The strategy encompasses different aspects of the seminar, including training content, objectives, learning goals, and learning points. Furthermore, the strategy presents applicable training methods, instructional media, and desirable workshop room set up (Blanchard &Thacker, 2010).

Training Methods

Evidently, the training methods used in the workshop aims at achieving the learning goals. The interactive discussion used in module 1 promotes critical thinking about customer service provision. Interactive conversations also create a comfortable atmosphere among participants. Lecture method, appropriate video footage, and role play are applicable in module one and two. Lecture methods will be used to introduce the modules. Appropriate video recordings are also shown to invoke participants’ thoughts about the training themes.

Space will be created in the room to enable the participants to perform their role plays. The role will focus on the worst-case and best-case scenarios between CSR’s and clients. The participants will also discuss the learning points during breakaway rooms and later present their deliberations (Gitman & McDaniel, 2009). CSR’s experts will interact with the participants and provide them with insights about the dynamism of customer service. They will also suggest appropriate adaptation tactics.

Role-Play Scenarios

The training uses handouts designed to highlight different role-play scenarios. The handouts are presented in Tables 2 and 3. The trainees will model and perform role plays in groups to depict their daily work experiences. Notably, trainees will perform diverse roles, including CSR’s team and clients (Knapp, 2011). The modeled role plays are intended to reflect issues presented under the modules. Trainers will facilitate role-plays in order to note important points for discussions. They will debrief the trainees about issues and concepts emerging from the role plays. Indicatively, trainers will enable participants to comprehend links between emerging issues and customer care experiences.

The scenario represented in table 2 below shall be introduced when handling module 3 (Blanchard &Thacker, 2010). It is intended to enable trainees to note the most appropriate and applicable communication skills in client and CSR’s working relationship.

The table (3) below shows a second scenario, which is intended to provide trainees with an opportunity to present a role play about personal and interpersonal skills.

The issues and concepts covered in the workshop provides CSR’s team with appropriate and applicable skills required to deliver quality customer care services.

Conclusion

Provision of appropriate client care services is crucial in organizations. Evidently, firms require customer service representatives (CSR’s) who possess relevant skills, experience, and knowledge. Training CSR’s workforces is very crucial for a firm intending to provide quality helping services to their clients. Training CSR’s personnel is a continuing process normally taking two days yearly. The training aims to achieve four learning goals including communication, public relations, personal, and interpersonal skills. The learning goals are delivered through training modules. The training program also includes instructional strategies such as lecture methods, discussions, video footage, group work, and role plays among others.

References

Blanchard, P. N., &Thacker, J. W. (2010). Effective training: Systems, strategies, and Practice. Boston, MA: Pearson Learning Solutions.

Gitman, L. J., & McDaniel, C. D. (2009). The future of business: The essentials. Mason, OH: South-Western Cenage Learning.

Knapp, D. (2011). A guide to customer service skills for the help desk professional. Boston, MA: Course Technology Cengage Learning.

Lawson, K. (2002). New employee orientation training. Alexandria, Virg: ASTD Press.

Introduction

“Above all, we wish to avoid having a dissatisfied customer. We consider our customers a part of our organization, and we want them to feel free to make any criticism they see fit in regard to our merchandise or service. Sell practical, tested merchandise at a reasonable profit, treat your customers like human beings – they will always come back.” (Bean, n.p.)

Customer service is basically an organization’s requirement to offer services which fulfill their customer’s needs and wants. Both the business managers and the customer’s have great interest talking about this issue. But the concept mentioned above can be more preferably defined as “Customer services are the fulfillment of wants and needs of the customers in a persistently and always matching their requirements”. From this concept we come to realize the fact that customer services have great impact on any business. The customer services can be further divided in to two broad categories to put under discussion:

1. Common customer services.
2. Effective customer services.

Common Customer Services

Customer services are a very important matter to be considered in any business and it is equally difficult to handle. It consists of a huge number of customers except few who are not much satisfied or happy with the services being provided to them. The fact is customer’s can never trained to be better customers than what can a business person do? Obviously one has to train his/her staff to be a better representative. You can not ask a customer to act in a better way they can readily switch over anywhere else, they have the right to complain and the right to demand for the best.

The common customer services mostly include the following behaviors:

• The Way of Conversation. It is very minor point but an important one and you can say that the whole deal might sometimes depend on it, that how a representative deals with the customer. The way you speak, respond and welcomes the customer’s query is the point to ponder. A warm welcome in the company, bank, shop etc will leave a pleasing impact on the customer’s mind and most probably he/she will continue to shop or deal with the same place in future as well. On contrary if a bad start at the entrance with a stern look and cold expressions is given it might be very much possible that even having good products and quality assurance the customer will not rely to spend his/her money with you.
• Argument Wins the Situation, but Patience Wins Hearts. It is said that argument can win the situation for time being, but it can never win heart of others rather it will keep them stay away from the person or place who practices it. Arguing with the customer is a very unpleasant practice to do. Customers are the major cause of production. If there is no demand there is no reason of production and supply is not possible.
• Be Flexible. Flexibility and politeness in any matter of life is appreciable. Forcibility and sternness is never preferred, but disliked and avoided by others. If you are not flexible with choices available to the customer you will loose a deal. Common customer services makes the customer to choose what’s easier for the service provider and not for them, instead there should be flexibility in choices for the customers to make for themselves.

These were some points about the common customer services; now let’s talk about effective customer services.

Effective Customer Services

Effective customer services are nothing but giving the proper and most satisfactory solutions to customers needs and wants. It all depends on the organization’s efficiency that how it deals with its customers and how much importance it gives to this issue. The customer’s are the major resources of any organization. There can be a number of ways to make the customer services effective and efficient among which few are:

• Internet-based Solutions. Providing Internet based solutions is the most effective and appreciable practice by customers. Today when everything is just one click away, providing the answers to the queries of customers is as important as providing the service to them. It firstly provide a lot of knowledge without any hesitation to the customers plus it prevents the relationship to go irritated and in arguments sort between the sales representative and the client.
• Customer Training Programs. The customer training program plays a very significant role I the internal mechanism of any firm. As much the employees are trained the best they sell and present to the client. Each employee not only the high level staff but also the lower staff should be granted such certification courses to increase their efficiency.
• Conduct Surveys. Arranging surveys to be conducted on regular basis are a very good attempt in making the customer services effective. Be anonymous, prepare questionnaires and ask people randomly about a certain product, their complaints if any and how these complaints can be eradicated according to them. Welcome criticism and appreciate their comments.
• Fast Availability of Services. Imagine you need a sofa set for your home and need to wait a week long after ordering, or you have o reserve seats in airplane and you do not get a fair response about your allocation of seats, wont’ these things make you irritated and less interested to go again to such places where you have experiences this behavior. Naturally everyone wants efficiency and quality both in less time. Fast availability of services plays an integral part for a successful business.
• First Customer-than Competition. An effective customer’s service provider always keeps the customer at first place and the competition with other firms at the second. Gaining some profit at the cost of loosing quality and efficiency means loosing customers in long run. Targeting the customers and present best services to them will be far more effective and long lasting as compare to waste all energies in just competition.

Whatever might be the choice of the businessperson to go for common customer services or to practice efficient customer services the bottom line of any business is to make profit? But the differences between putting into practice each one of them are the results. One offers short-run results of profits which might not be so good and the secondd provides fruitful and long-lasting customer relationship which the key to stay in the business world. All the above-mentioned points and comparisons we see in our daily life. At some places we just passed on and ignore but at some we stop, shop and come again. Small things play vital role, remind your employees that even a smile and a greeting can make the customer loyal to you. Words are very important in our daily life, words like ‘please’, thank you’, kindly’, ‘sorry’, and ‘may I’ are the key concepts to win hearts.

“You can advertise, provide great products and quality services, but without serving your customer quickly and in a caring manner when a problem arises, you will never build the loyal customer base that will allow your organization to thrive even in difficult economic times…”. (Aria, n.p.).

Works Cited

Aria M B. “Building Customer Loyalty Through Effective Customer Service. 2007. Web.

Bob H. “Secrets of Effective Customer Service.”2007. Web.

Bean L L. “Lesson 2 Care for Your Customers and They Will Keep Coming Back for More”. 2007. Web.

“Customer Service.” 2007.

Kaufman W. May 21, 2007. “Survey: Poor Customer Service Common, Expensive”. 2007. Web.

Leland C and Bailey k. “Creating Effective Customer Service Training”. 2007. Web.

Siegel D. “Common Customer Service Errors And What To Do About Them”. 2007. Web.

“The Insider’s Guide to Building an Effective Knowledgebase”. 2007. Web.

Ward S. “Customer Service.” 2007.

The Customer service page of the site is quite exhaustive in that it offers all that a customer requires to know about his pets in regard to caring for them and about the different services he may need in relation to buying new pets of different breeds and varieties. The page has been named “Customer Service Help Desk”, and the term in itself shows a sense of belongingness on the part of the website owners that they genuinely care for the customer in providing answers to all questions and problems that may be encountered while arranging or thinking of the several jobs that are encountered in relation to pets.

An animal lover may wish to buy a horse or a rare breed of dog, and this site has all answers that will truly provide the searcher a wide variety of choices to accomplish this task. The page defines its shipping policy along with rates for every kind of delivery whether it is within or outside the country and informs abot a wide variety of order options ranging from ordering online to payment methods and sending gift certificates on behalf of a customer.

The payment options are very convenient and there is provision to return what one buys from the site, if not satisfied, thereby indicating a transparent system, which will surely build confidence amongst customers, and hence enlarge its customer base.

The page takes care of the pharmacy need for the pets and has the facility of ordering online from the list of an extensive list of pharmacy products, thereby building trust amongst customers about the site being well equipped to meet all exigencies to facilitate proper care of pets. The page also provides all information in detail that pertains to its featured services such as catalogue requests, gift certificates and monogramming. The page does not ignore in providing exhaustive information about Dr. Fostersmith as a company that is specialized in all matters pertaining to pets and domestic animals and is virtually a one stop shop for catering to the needs of animal lovers.

In contrast to the above site it is observed that is a site that is more explicit in making very clear in the home page itself the services it offers for pet lovers and provides services for pets such as dogs, cats, birds, fish, reptiles and small birds. The website has an answer to the minutest details of services required for each of the different pets ranging from apparels, health care, kennels for dogs, bird houses for birds, aquariums for fish and habitat décor for reptiles.

This list is very exhaustive and takes care of the minutest details of requirements for different pets. The site virtually provides a training program for pet lovers on the intricacies of pet care and how to handle pets and pamper them as the need may arise. The site has a constantly changing banner placed significantly on the home page that demonstrates in brief the care techniques for pets as also the sale of products pertaining to different varieties of food and accessories.

Customer care is high on this site as it has a question and answer header that provides instant answers to health problems of one’s pets, hence one can solve minor health issues of pets from the site itself. The site also provides several discounts on different pet products that are prominently displayed on the home page, which is a sure way to attract customers. All services pertaining to pets have been earmarked as “petsmart services” such as petshotel, doggieday camp, grooming, training, adoptions and charities. There is also a pet resource center that caters to the requirement of pampered pets. Over all the site is smart by way of meeting its objectives of wooing the customer in a market that is quite competitive.

A site that caters to the needs of only dogs and cats but appears to be very well equipped in providing all services and supplies mainly for dogs. Most of the site is dominated with dog matters and gives information about varieties of medications accessories and health related issues for them. the site is a platform for bloggers concerned about the welfare of their pets and makes it convenient for pet lovers to discuss varied issues and to find solutions to unresolved problems that would other wise require intervention of a vet.

Regular features related to different problems of attitude amongst pets are also a part of the site, which surely enhances one’s knowledge about peculiar issues of dogs and cats. An added feature is the petcyclopedia which provides exhaustive information about the uncommon queries related to dogs and cats. Additionally there are tips on diet and nutrition for the pets as also training and behavior techniques to make it convenient for pet lovers to handle their dogs and cats. Indeed the site has almost all ingredients required to pamper the pets and reward them for being, as has been rightly said, “.man’s best friend”.

Introduction

The purpose of the survey was to acquire individuals’ responses who participated in the Customer Service Representative (CSR) training regarding their experiences and learning through such programs. The underlying aim of the survey was to determine the effectiveness of the training session held from November 1, 2012, to November 20, 2012, at Shelton Call Center. The expected outcome of the survey comprises of the strengths and weaknesses of the content of the training session and evaluation of instructors who lead this training session.

Methodology

The survey questionnaire is designed in a way that its results can be presented quantitatively and discussed to draw important conclusions regarding the effectiveness of the CSR training. The questionnaire contains three demographic questions and five statements addressing different aspects of evaluating the training session, which is based on a Likert Scale model allowing respondents to select their responses based on a ranking from 1 to 5 where 1 stand for Strongly Disagree and 5 stands for Strongly Agree (Proctor, 2003). The questionnaire is attached to this report as Appendix A. The purposive sample selected for this survey consists of 20 individuals who were part of the training program (Saunders, Lewis, & Thornhill, 2007). The approach adopted for the collection of data involved one-to-one interaction between the researcher and respondent, where the researcher was present at the time of completion of the form by respondents. All questionnaires were completed and received. The data collected from the survey was then analyzed using MS Excel to present them in tables along with their mean and standard deviation values. The mean values of responses are then examined to form a basis for the conclusions presented in this report.

Results

Demographics

The results show that 17 individuals who underwent training sessions and also took part in the survey are female and 3 individuals are male. The age profile of respondents is summarized in the following table which indicates that the majority of respondents belong to the age group of 22-25 years.

Assessment of Training Program

In this section, five statements were included to address the assessment of different elements of training. The results from the survey are summarized and presented in the following.

The table above indicates that most of the respondents do not feel high about the training that they received as the mean values of all statements included in the questionnaire are between 2 and 3 or just above 3. This is not a positive sign for the organizers of the training session as it is important for the organization conducting the training session that the respondents can benefit from it and become an important part of the team. In particular, the statement that examines whether the content of the training session is comprehensive got the weakest reply from the respondents.

Implications

There are clear implications of the survey for the organization conducting the training session and it must address weaknesses in the program to ensure that attendees can feel strong about its positive outcome. Otherwise, this could create problems for the company and it may not be able to serve its customers well, and thus, its services ay yield poor financial results for the company (Yang & Peterson, 2004). This also suggests that the organization must employ trainers who have a strong background, knowledge, and ability to train individuals.

Reference List

Proctor, T. (2003). Essentials of Marketing Research. New York: Prentice Hall.

Saunders, M., Lewis, P., & Thornhill, A. (2007). Research Methods for Business Students. New York: Pearson Education.

Yang, Z., & Peterson, R. T. (2004). Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs. Psychology & Marketing, 21(10), 799–822.

Project summary

The project to be undertaken is a one-day seminar on customer service. The project is to be conducted in Hotel Sheraton, New York. This project is a seminar that is conducted in order to clearly educate the required persons, the need for giving prime importance to customer service. The major group to whom the project is intended is the executives and employees of Bank of America who deal with the customers.

Concerned organization

The one-day seminar regarding customer service is being carried on in Hotel Sheraton, New York. Bank of America is regarded as the largest commercial bank in the country. “Bank of America (BoA) is a US-based global financial services company with assets of $1,715.7 billion at the end of 2007.” (Premium company profile, 2008). The bank is widespread over the country and also has its presence in many countries across the world.

Even though the bank is the largest commercial bank in the US it faces stiff competition from other major players. The major competitors for the Bank are Citigroup, Wachovia, and Wells Fargo. When the competition is higher from the rivals the bank needs to be more customer-oriented in order to retain the market position. Therefore the bank identified that better customer service is the primary tool for satisfying the existing as well as the prospective customers.

Scope of the project

Scope of the project refers to the activities to be accomplished in order to achieve the objectives of the project. So the scope of the current project is educating the participants regarding the new project. Better customer service is a matter of the survival of a company. Unless and until the customers are satisfied with the products of a producer he will not purchase it again. ‘Customer is the king’ is a very relevant concept in the success of all the companies.

Therefore it can be understood that the scope of this project is very wide. The project considers the matters relating to satisfying the customers. The internal factors in the bank are the major consideration in the Bank. The core examination of the different internal factors such as the behavior of the employees and the speed of service delivery is considered. The project will cover wide areas relating to customer service and customer satisfaction.

Name of the project

The name of the project is “Customer service – an essential tool for organizational efficiency.” The name of the project itself conveys the theme of the seminar. The theme or purpose of the seminar is to inform the concerned persons that customer service is the best tool for achieving success. As such this is the most suitable name for the project.

The project sponsor and project proposer

The sponsor of this project is Bank of America. Bank of America realized the importance of giving a very keen focus on the satisfaction of customers. The bank understood that in order to survive in the competitive environment the Bank will have to further improve the quality of services rendered to the customers. Therefore it is the bank that funds the whole project. The proposer of the project is one who proposes or puts forward the idea of implementing a project. Here the project idea is generated from the marketing team of the Bank. It is the marketing team of the bank that identified the need for such a program within the organization. The marketing team proposed the idea of the project to the top management of the bank on the basis of their findings of the changing market environment.

Project objective

The objective of the project to be carried on in New York is as follows:

1. To learn the further expectations of the customers from banks so that the bank can design its strategy on the basis of their expectations.
2. To educate the executives of different branches of the bank regarding the importance of giving very high importance to the customer needs. When the executives are informed about the importance of doing so they will motivate the employees of their concerned branch to provide faster and better services to the customers.

Project deliverables

A project deliverable may be defined as a product of service that gains improvement as a result of the project. In the proposed project of Bank of America, the deliverable is the services of the Bank. The Bank intends to make improvements in the services provided to the customers. The products of the bank are also a deliverable. After the successful completion of the project, the bank intends to make sufficient improvements in its products so that the needs of the customers are satisfied.

Estimate of cost

An estimate of the cost of implantation of the project is as follows:

Major milestones

The milestones of a project refer to the activities that the project has already undergone or the process through which the project is moving at present. It also refers to the process through which the project has to move in order to reach the end. Here the project has already completed the planning stage. A project proposal is being prepared when the top-level management accepted the project idea. The other processes to be carried on are printing of the invitation and other documents, selecting the required candidates from every branch, inviting experts from the industry and management schools, selecting a group of customers, and preparing the program schedule.

Technical requirements for the standard of performance

The technical requirements for a better standard of performance are the projectors and other technical aids that are used for conducting the seminar properly.

Limits of the project

The major limitation is that the project is a seminar of only one day which in the real sense is not at all enough for interacting on a topic like a customer service. It is not necessary that the employees should attend the seminar properly.

Stakeholders of the project

The sponsor of the project is Bank of America. The project manager is an expert in the field of project management from the Head Quarters of Bank of America. The team constitutes the marketing experts of the Bank. The customers are the combination of selected existing customers from every branch of the bank and another group of prospective customers. Along with all these persons, the experts from well-known Universities and Banking industry is also a stakeholder.

Management of the project (controlling and reporting)

The person in charge of the whole project has assigned different persons for carrying on the sub-functions in the project. They will report timely to the project head regarding the developments in their assigned functions.

Reviewing the project with the consumer

In this step, the project idea is being discussed with the customers from all the branches, and those customers who are able to give better suggestions are being selected for the seminar.

Resources required

The human resources that are used for the project are the experts of project management and experts in the areas of customer service. The other resources include computers, projectors, and stationeries used for the seminar.

Work Breakdown Structure (WBS)

A proper Work Breakdown is done so as to split the project into smaller parts. “A complex project is made manageable by first breaking it down into individual components in a hierarchical structure, known as work breakdown structure, or the WBS.” (Work breakdown structure, 2000-2007). This will enable the proper functioning of every activity in a project. Here the main project is divided into two subparts. The first part will deal with the technical aspects such as the matters relating to the objective of the project. The second part will deal with the non-technical activity such as arranging the hall and other miscellaneous activities. The work breakdown structure of the project is given below.

Bibliography

Premium company profile: Bank of America Corporation. (2008). Introduction. Bharat Book Bureau. Web.

Work breakdown structure. (2000-2007). Operations. NetMBA. Web.

Introduction

One of the main features of the modern business world is the high level of competition that continues to increase. This tendency can be explained by the existence of beneficial conditions for the development of small and big companies. Globalization, technological revolution, and intensive international discourse serve as the major facilitators of the rise of various industries and companies. Additionally, the shift in people’s mentalities preconditioned the higher level of independence and the desire for self-actualization. For this reason, the constant appearance of new companies that try to enter various markets is the trend of contemporary society. It contributes to the rapid evolution of multiple spheres of human activities as demand begets supply; however, it also means that to remain competitive, firms have to devote more attention to issues that might guarantee their future development. In this regard, excellent customer service, as one of the fundamental aspects of clients’ satisfaction, becomes one of the most potent tools that should be utilized by companies to achieve high-performance levels and beneficial outcomes.

Background

Analyzing the increased significance of customer service, the central factors preconditioning its growing importance should be outlined. First of all, modern society can be determined as the consumer one. It means that the consumption of proposed goods is one of the central features that should be considered by various industries to satisfy the constantly growing demand for new commodities (Goetsch & Davis, 2015). At the same time, the availability of numerous products means the existence of a wide choice and multiple options for clients. Under these conditions, to sell a service or a certain object to a group of clients, companies should correctly realize their diversified demands for it. In other words, customization and focus on particular cohorts of people along with the segmentation of the market became an integral part of the modern business world. Furthermore, regarding the fact that the majority of companies recognize this idea, the need for the creation of long-term relations with customers and their loyalty becomes the only possible way to win the rivalry.

Customer Service

From this very perspective, the idea of excellent customer service emerged in terms of the growing competition between the most influential companies acting in various market segments. The constant broadening of the target audience is a key factor preconditioning the future success of corporations, stable income, and growing interest in its products. That is why trying to generate a competitive environment, representatives of organizations start to adhere to new individualized and flexible approaches ensuring that every customer will remain satisfied with the offered products, services, or other items suggested by firms (Hill, 2017). The given method preconditioned the rise of a completely new strategy of working with individuals emphasizing the fundamental role of their satisfaction and its direct correlation with the results of any corporation. In such a way, the idea of outstanding customer service became topical.

Definition

The significance and the scope of the term precondition the existence of multiple definitions. The broadest one states that service excellence can be determined as the focus on the provision of services that exceed clients’ expectations and delight them (Asif & Gouthier, 2014). It becomes a fundamental element of any organization’s sustainability and development as it creates conditions that demanded the cultivation of customer loyalty and profitability (Asif & Gouthier, 2014). In such a way, there is a direct correlation between the level of customer service and the company’s success and ability to compete with the closest rivals. However, despite the seeming simplicity, the term remains a complex and challenging issue. First of all, because of its acceptance by multiple firms and the existence of diverse needs, there are no standardized approaches to the implementation and addressing of these issues in business organizations (Marquardt, 2015). The existing guidelines outline the essential factors impacting the success of implementation and results, but there are many other issues affecting every particular case.

Models

The existing methods, such as business excellence models (BEMs) or European Foundation for Quality Management (EFQM), also do not outline direct and universal guidelines on how to implement these strategies into the work of companies and achieve success (Asif & Gouthier, 2014; Marquardt, 2015). The existence of the given tendency can be explained by several factors. First of all, the diversity mentioned above means that every case should be investigated separately, and only some general trends can be outlined. It is preconditioned by the existing differences in clients’ demands mentioned above. Every company working in a particular sphere faces the need for improved performance and customer loyalty that can be achieved only by fulfilling their requirements. For this reason, all existing models of customer service excellence emphasize the focus on individuals’ needs as a key factor to attain success. At the same time, there are multiple challenges related to the creation of an effective strategy and its integration with the functioning of a certain company.

Elements

The majority of research papers have a common perspective on the issue. They assume that customers’ desires and needs are a basic requirement for the work of any company as they have the right to an adequate level of service (Asif & Gouthier, 2014). At the same time, the existence of superior, or excellent service, can become a pleasant experience and a factor creating a positive association between a brand and a provided product. The frequency of these experiences directly depends on the industry, products, and current market demand (Asif & Gouthier, 2014). However, every company should try to create conditions that contribute to the emergence of such moments as the key to the future evolution of organizations. Even satisfied customers can quit because of various reasons. For this reason, moments of delight or some positive emotions become critical for the work of any firm, and they ensure that individuals will want to experience these feelings again and return to the same service providers.

Regarding the given idea, the customer service excellence model presupposes that there are four elements that should be observed to achieve the desired goal. These are “delivering the promise, providing a personal touch to the service, devoting extra effort, and dealing well with problems and queries” (Asif & Gouthier, 2014, p. 514). These activities can be performed via the managerial effort and appropriate organization of the companies’ work. To deliver what is promised and act effectively in various situations, managers should have specific systems that can help to solve unexpected situations. These mechanisms of service recovery are critical for models of excellence as they guarantee that clients’ demands will be fulfilled in any case (Asif & Gouthier, 2014). The given framework becomes one of the possible ways to ensure better functioning. The given excellence model is one of the existing methods to achieve service excellence, which is one of the goals of modern companies.

From another perspective, the achievement of customer service excellence is closely related to the basic principles of total quality management (TQM). Discussing the given model, specialists outline the fact that to achieve high satisfaction levels and guarantee that they will remain high, any organization should engage in the constant improvement of all aspects of its operation (Kanji & Wallace, 2000). One of the possible ways to achieve it in terms of the given paradigm is the increased attention to leadership and decision-making focused on offering better solutions to customers and involving all employees in continuous quality improvement activities (Kanji & Wallace, 2000). For this reason, the idea of customer service excellence is also related to the creation of a special culture and climate within an organization as not prepared employees can demonstrate resistance to change and low preparedness levels, which can deteriorate results and precondition the appearance of multiple undesired changes (Kanji & Wallace, 2000). In other words, the quality culture should be cultivated in any organization that is focused on the gradual increase of clients’ satisfaction level and the creation or generation of high loyalty levels, which is the desired goal of any corporation.

Among various organizations, there are many approaches that are used to improve their relations with customers. For instance, there is a focus on customer retention as this very strategy is not so expensive and can help to achieve positive results (Kanji & Wallace, 2000). At the same time, speaking about customer satisfaction levels, there is no need for too strict economic measures as they can repel customers from the company and create the opposite effect. That is why there is a critical demand for the achievement of a balance between spending and the creation of effective measures that can help to improve all aspects of the firm’s work. It will help any organization to evolve and create outstanding customer service that will attract new clients.

Implications

In such a way, accepting the unique role of customer service excellence in the functioning and evolution of any company, there are multiple opportunities for its implementation. First of all, in accordance with the dominant opinion and the relevant statistics, companies characterized by the high level of clients’ loyalty and devotion have more opportunities for becoming successful (Kanji & Wallace, 2000). It can be explained by stable income and its growth. Under these conditions, the creation of an excellent model of customer service becomes a key to the achievement of desired goals and generation of the competitive advantage. That is why the successful implementation of any excellence model acquires the top priority. The main aspect of the improvements in this area is the focus on clients’ delight (Kanji & Wallace, 2000). It can be achieved via that systematic approach to upgrading and alignment of a continuous process of upgrading all fields related to customer service.

At the same time, any company that tries to build excellent models should possess increased flexibility. The ability to adapt to the constantly changing demands of clients and provide them with the services they want is vital for the above-mentioned concept of delight. The desired level of preparedness to all possible requirements can also be attained due to the upgrade or creation of certain systems and structures such as better feedback service or public relations units that are fundamental for the discussed field. In other words, customer service excellence also requires significant, and numerous alterations in the way organizations work because of the scope of this field and its significance for outcomes.

Another implication of excellent customer service in companies is that it contributes to better leadership and decision-making patterns. The effective way to achieve high levels of performance is to start from improvements in the sphere of management and leadership that serve as the basis for any successful strategy and future achievements (Kanji & Wallace, 2000). For this reason, the discussed concept has a beneficial impact on the essential spheres of any organization’s work and contributes to their improvement. Better leadership parameters affect people’s performance and their motivation to work, which is critical for desired outcomes. That is why the current approach to the creation of the environment characterized by customers’ delight and their satisfaction with the provided services presupposes the radical reconsideration of the basics’ of companies’ functioning.

Furthermore, speaking about the implications of customer service excellence in organizations, it is critical to mention that effective monitoring and evaluation systems are required to guarantee that introduced changes have a positive impact on the work of the company and, which is even more important, are welcomed by clients who benefit from the focus on their delight and measures that are implemented to guarantee that all their requirements will be understood and appropriately analyzed. That is why the effective data collection system is also another factor preconditioning the successful implementation of various service improvements. Considering the fact that the central idea of any change is the promotion of delight among potential clients, managers and leaders should be ready to respond to any alterations in the target group and provide appropriate reactions.

Altogether, from the theoretical framework offered previously, it becomes clear that the concept of excellent customer service is critically important for the work and development of any modern organization, regardless of the sphere. However, the complexity of relations with clients and diversification of their demands mean that the appropriate changes in the structure are fundamental. At the same time, implications for the existing excellence models are rather broad and include various benefits guaranteeing that the creation of the appropriate environment is critical for any successful company. Among the possible implications, one should also mention a significant increase in the overall effectiveness of companies because of the ability to delight clients (Naidu & Reich, 2018). For the modern business world, it becomes a central factor demanded to win the rivalry and compete with other actors. Moreover, the discussed framework is closely related to the brand’s image and its popularity among individuals. The ability to meet diverse demands helps to improve the reputation and contribute to the future evolution of the firm. For this reason, another implication of customer service is the desire to repair or enhance the existing attitude to the company.

Summarizing the idea of excellent customer service, it can be determined as a set of measures that are introduced by the company, its leaders, and managers with the central goal to delight clients and guarantee high levels of loyalty and devotion among them. However, the complexity of the task also means that radical systematic changes of all structures are demanded to create a paradigm that will function in various conditions and help to achieve desired goals. The existing guidelines on customer service do not offer an ideal approach that works in any situation because of the multiple demands among clients. At the same time, there are many excellent models that presuppose a focus on the most critical issues demanded to align the effective work of a company.

Applying the idea of service excellence to modern companies, it should be noted that the central aspect is the necessity to meet the existing demands for the diversification and customization of all services and products that are presented to the market. The old approach presupposing only the focus on the quality of products is replaced with a new one outlining the high role of clients’ delight (Marquardt, 2015). This tendency can be considered a reflection and continuation of the paradigm that the needs of the client are central for any business. For this reason, there are attempts to create a system that will be able to satisfy all existing requirements and offer multiple opportunities for improved cooperation between all stakeholders.

Conclusion

Altogether, excellent customer service is one of the fundamental elements of any modern company that wants to remain prosperous and play leading roles in various market segments. For this reason, the utilization of different models offered regarding the desired goals becomes the possible way to create an environment characterized by enhanced cooperation between clients and management and their delight. This trend is one of the dominant tendencies in the modern business world as it creates the basis for future evolution and development.

References

Asif, M., & Gouthier, M. (2014) What service excellence can learn from business excellence models. Total Quality Management, 25(5), 511-531.

Goetsch, D., & Davis, S. (2015). Quality management for organizational excellence: Introduction to total quality (8th ed.). New York, NY: Pearson.

Hill, N. (2017). How to measure customer satisfaction (2nd ed.). London, England: Routledge.

Kanji, K., & Wallace W. (2000) Business excellence through customer satisfaction. Total Quality Management, 11(7), 979-998.

Marquardt, A. (2015). Concepts and realization of customer delight. International Journal of Sales, Retailing and Marketing, 4(5), 3-13.

Naidu, S., & Reich, A. (2018). Collective action and customer service in retail. ILR Review, 71(4), 986–1001. Web.

Starting a new business is always a challenge. It is exceptionally true when the competitors in the sphere of action are huge companies with billions of assets. Nevertheless, if one has a strategy and personal secrets of a successful business, it is sure to bring both profit and pleasure.

A bright example of a self-made businessman is Richard Branson, a British citizen with businesses in the biggest world countries. Number 286 on Billionaires Forbes List (2016) and number 8 in the UK, he eagerly shares his lessons of an efficient business when it comes to serving people. The concepts he presents seem to be simple, but they proved to be effective on the example of his Virgin Airlines. Their Customer Service is an excellent model of a proper approach to dealing with people.

Being visible is the first thing that matters. The majority of big businesses’ owners are usually isolated from the employees and the customers in their luxurious offices. Junior staff often has no idea of what big boss is like. In this case, the boss himself does not usually care about the workers and clients, and they can feel it. The idea of a passionate and dedicated owner appeals to me more. Sir Branson admits that customer service starts on the top, and it is impossible to argue with this statement. The employees, realizing that the boss is not indifferent, are likely to do their best. The customers, in their turn, like attention and care.

The company’s assets are, as a rule, measured in billions of dollars. Sir Branson believes that the people who work for the company are the best asset. The firm may have the best-equipped airplanes or the lowest prices; these factors attract people to try the service once. Meanwhile, the experience proves that the customers usually come again to the company with excellent service. It is the way the staff communicates with clients that make them return. In fact, loyal and satisfied customers contribute to a company’s development and recognition on the market.

One more idea that I find amazing is empowering the employees. Of course, every boss dreams of hiring perfect workers with years of experience and profound knowledge in the sphere. Although, it may be more rewarding if the company is ready to teach the new employees. They only need the eagerness to learn, and the employer is to provide them with the appropriate training in line with the company’s policy and traditions. Well-prepared staff might be a sound investment into the future of any business.

The other essential component of business in the service sector is the feedback from the customers. In contemporary conditions, the best way to communicate with them is through social media. The company owners usually delegate the communicative function to secretaries or other employees. Still, the clients are sure to feel respected and important if they get a respond from a real big boss in the social network.

The last idea, but it appears to be the most important, is to love what you are doing, to be involved in every detail of this work. When the owner has fun and does it together with the staff, it is obviously a successful business. The boss and workers who enjoy their job make the best advertisement for any project.

The main purpose of this report is to develop strategies, which will help to improve the overall quality of customer service in the company Abissnet. Hopefully, the ideas expressed in this paper may contribute to the effective functioning of this Internet-service provider. The suggestions are mostly based on scholarly works dedicated to the study of this field. Probably, the plan, developed in this proposal report, will become applicable to the needs of the company.

Statement of the Problem

Over the last two years the company Abissnet, which is considered to be one of the biggest internet service providers in the State of Alabama, has lost more than ten percent of its clients. The management ascribes this decline to the arrival of other firms, which specialize in the same field of activity. In addition to that, they state that the company is currently facing certain staffing problems, which subsequently fail to meet the customers demands. The survey, conducted among the purchasers of Abissnet products, has confirmed the hypothesis that the level of customers satisfaction has significantly dropped. This report aims to develop some policies, which will later alleviate the situation and probably return the clients confidence.

Analysis of the Problem

Before formulating certain strategies, it is of crucial importance for us to identify the major aspects of customer service. It is necessary to outline the functions, which this department performs. In his book Electronic Commerce: A Managerial Perspective, Efraim Turban says that the customers service can be defined as activities, which are supposed to make the companys products more attractive to buyers (Turban, p 46). We may single out two stages of this process: pre-purchase and after-purchase measures. Overall, it seems that the company Abissnet does not pay due attention to after-purchase service, which subsequently makes its clients search for other Internet providers.

It is worth mentioning that for a certain period, Abissnet was practically the only internet provider in Alabama. Certainly, there were some other firms but they could not possibly compete with Abissnet, because it offered good discounts and a wide range of services. As a result, the company won the overwhelming majority of clients. Nonetheless, the state of affairs began to change approximately two years ago. As it has been noted before the number of purchasers increased, and the management could no longer cope with this inrush. Apart from that, there were some personnel issues, namely, the number of employees was insufficient for the needs of the company.

Naturally, one cannot deny that the customer service is seriously understaffed and this question must not be disregarded. Yet, we need to point out some other tendencies in the policies of the company, such as its attitude towards the clients. At the very beginning, they were declared to be the main priority of the Cabinet, and the management tried to find every possible way to live up to the expectations of the buyers. With the time passing, the course, adopted by the firm, took a rather unexpected turn: it no longer attached primary importance to the needs and demands of the customers (Deng, p 53).

Certainly, such policy was not proclaimed officially, but the workers of Abissnet assumed a take-it-or-leave-it attitude towards purchasers of their products, and it subsequently lead to discontent among people. It would not be an exaggeration to say that the clients were only waiting for other Internet service providers to come onto the stage. As soon as it happened, Abissnet began to lose its customers, who had more options to choose from at that moment (Deng, p 54). Therefore, they could easily change to another provider. Initially, Abissnet management did not take it seriously but the situation soon became critical. The dynamics of this process can be illustrated graphically. It can be observed that the growth of Abissnet is directly proportional to the work of customer service in this company (See pictures 1 and 2). We may say that these two phenomena are closely intertwined.

On the whole, we need to say that such behavior is not unique; a great number of leading firms began to disregard the demands of the clients when they achieved a stable position in the market. In their opinion, their status could not be matched. This belief is based on a common misconception; in a competitive market, no company can vouch for its success with full certainty, thus, it is necessary to make every effort to attract and retain clients, the major constituent part of the success.

To propose recommendations to solve this problem, we should first discuss some theoretical aspects of customer service. According to Ron Zemke and John Woods, many companies have a rather distorted perception of this concept. The scholars argue that in fact, a person does not buy products; he or she buys benefits (Zemke et al, p 5). The authors single out the following types or categories of benefits (form, place, time, and possession). In this report, we should pay extra attention to such aspects as time and form.

Such category as time benefits means that the item, product, or service is available at any moment. The client can make use of it whenever he or she wants. This criterion seems to be the most important one because nowadays a person should have constant access to the Internet. In this regard, we have to admit that the functioning of Abissnet was almost impeccable for some time (approximately three years), but later the company could no longer boast of such impeccability. Frequent breakdowns and failures to fix them made clients look for other alternatives (Deng, p 54).

Another issue, which we cannot overlook, is the companys inability to respond to the customers demands. The support service that was supposed to work round the clock was often unavailable. The clients had to wait for the reply, only to be referred to another department, which was not very convenient to them. Additionally, sometimes, when they needed consultations or some practical tips, they simply could not communicate with some phone-call operators, because their proficiency in English was rather limited. Again, we should emphasize the importance of time, because presently even some small delays may give rise to unexpected difficulties. The question of language proficiency was just a token that Abissnet was not concerned with the well-being of the clients.

Moreover, we should mention that occasionally the attitude of the company’s employees toward customers was rather impolite. Especially, at those moments when there was plenty of phone calls. Partly, such behavior can be explained by the lack of adequate training, because, an operator must find an approach to a person and comfort him or her. The operator cannot always come up with a ready-made solution but at least he or she can comfort the client.

The lack of qualified employees certainly had rather detrimental effects on Abissnet and its revenue, but it seems that there is another side to this problem. The company tried to achieve the income-price ratio at the cost of its clients, such policy generated benefit for a while, but it was primarily oriented on short-time results. Eventually, it was bound to lead Abissnet to a deadlock, but it does not mean that this deadlock cannot be broken, because, there are certain measures, which can restore and even boost the popularity of the firm and make it more reliable. One should bear in mind that the methods to improve customer service do not always entail great expenses.

Thus, we can say that the problem, which Abissnet is facing now, has two dimensions: quantitative (the lack of competent employees) and qualitative (attitude towards the customers). Each of them should be addressed in a quick and most importantly effective manner otherwise the company can easily lose its leading position in the market; it can even be substituted by some other Internet-service providers. Unless Abissnet changes its policies, its former success will become be reduced to the minimum. In the next section, we are going to discuss possible ways to improve customer service.

Alternative Solutions

There are many approaches to customer service and possible ways to make it more efficient. As a rule, companies give preference to fast solutions but they work only for a short period, eventually, the problem reappears again. In the case of Abissnet, one can develop several strategies. Previously, we have mentioned that the company is understaffed, which gives rise to breakdowns, delays, and subsequently to clients dissatisfaction. At first glance, it may seem that the only possible panacea is to hire more competent employees. Certainly, we cannot deny that this approach has many advantages: one of the root causes of the firms failure to meet the demands of its customers is the lack of personnel. Nevertheless, such a strategy appears to be somewhat one-sided because it addresses only the quantitative side and here we have a more complex issue. If the attitude towards customers remains unchanged, we cannot speak of any improvement. Some qualitative amendments are badly needed, without them; every effort will become virtually useless.

Some people may suggest that close supervision or monitoring may help to overcome this obstacle. On the one hand, it has to be admitted that every employee will surely adhere to the companys customer policies if he or she knows that in case of violation, the contract will be terminated. This strategy may be rather efficient and bring some betterment, but again it should be taken into consideration that this betterment is only temporary. Such a method relies on compulsion or fear but not on persuasion (Gooderl, p 41). A person, who is forced to abide by the rules, is very likely to evade or even break them. Constant monitoring will also create rather a tense atmosphere in the workplace; people will always look suspiciously at one another.

One of the most widespread techniques is to offer monetary awards to the employees because financial compensation is probably the most powerful stimulus for a person to be more engaged with his or her work. It is impossible to deny that this treatment is extremely productive but it does not reflect all the complexity of the question, which we need to answer. The thing is that the management should also take a closer look at the structure of the organization. The clients often have to wait before they can talk to an employee, able to assist them. Perhaps, this chain should be shortened; clients must have immediate access to the maintenance engineer or a worker, who at least knows the cause of the breakup or any Internet malfunction.

In addition to that, the management may establish higher requirements for English language proficiency. People, who cannot meet certain standards, will simply not be viewed as candidates for the job. There is a tendency among many American companies to off-shore customer service, and it creates a great number of controversies, between employees and clients. This measure may seem rather prudent because there will be no linguistic barrier. But we should take into account that there are many talented people, especially from developing countries, who cannot speak fluent English, yet, very often leading companies turn a blind eye to this fact, because this work may contribute to the development of the organization in the long run.

In this section, we have summarized several strategies, which may improve customer service in the Abissnet, but taken separately, they are almost doomed to failure. A more complex approach should be adopted, it is necessary to bring both quantitative and qualitative changes. Besides, they should not rely on the whip and carrot policy.

Recommended Solution

As regards the quantitative aspect, it is impossible to deny that Abissnet should hire more qualified employees, such as maintenance engineers, technicians, consultants, etc. This will replenish the shortage of skilled personnel, but this is just the first step to be taken. At the second stage, the management should focus on the organization of this workforce. The customers should no longer wait until they can talk to a technician or some other expert. The whole procedure must be simplified; it must be made as convenient as possible, traditionally, it is labeled as user-friendly. The client should know that his request is not overlooked or postponed. The operators should be able to give a clear and concise explanation to the question, which users ask.

The main objective, which any Internet-service provider should set is to make the client feel that the company is genuinely involved with his or her needs. Perhaps, it is not always easy to know the cause of the breakup or low download speed. In such cases, the operator should at least reassure the client and tell them that the issue will be dealt with accordingly. In theory, the operator must find an approach to each client, this level is very difficult to reach, but the employees should at least try to do it. This proposal may sound rather unusual, but perhaps, Abissnet should launch some training programs for its employees, especially phone call operators. The skills of interpersonal and intercultural communication can be acquired through constant training. The seminars can be conducted at some intervals. The company will not incur any considerable expenses but in the long term, this course will enable the management to avoid any misunderstanding between the customers and employees.

Furthermore, Abissnet should adopt a very flexible policy, concerning people with limited English proficiency. It is rather irrational to reject every candidate who does not speak fluent English, with time passing this person can easily master the language, and his contribution to the companys prosperity may considerable. It is of paramount importance for the management to remain impartial and unprejudiced while deciding on the suitability of the candidate, irrespective of his or her ethnic origin.

It is also necessary to bring the seriousness of the situation home to the employees. The management should explain to them that the recent decline can be just the tip of the iceberg; if the state of affairs does not change, and the consequences will be much more severe. This explanation must not sound like a threat, because otherwise, the workers may not react appropriately (Kamin, p 66). At least subconsciously, every person is inclined to resist any kind of compulsion, he or she will try to change his ways, but this will be just a temporary improvement. The management should outline the origins of the current difficulties.

As far as monetary awards are concerned, we need to say that the company should invest more capital into customer service because very often people, who work in this field, are underpaid and occasionally, they have no stimulus to be more involved with their duties. Overall, the question of monetary bonuses is rather dubious, especially if we are speaking about Internet-service providers such as Abissnet. The thing is that the effectiveness or ineffectiveness of employees often has no numerical representation; therefore, it cannot be measured by traditional quantitative methods. The only suggestion is that the company should invest more capital in this area to attract and retain competent employees.

It seems that this complex approach may alleviate the situation, but the management should not count on quick results, it is primarily aimed at long-term objectives. This is probably the major limitation of this plan because it does not ensure any miraculous changes. Nonetheless, it enables to achieve the best price-quality ratio and lays foundations for the effective functioning of customer service in the company Abissnet.

Implementation and Control

The implementation of this plan can be subdivided into three stages: first, the management should increase employees awareness of the situation, which has recently emerged. As it has been noted before, some of the workers do not fully realize the whole complexity of the problem. Again, it should be borne in mind that this explanation must not take the form of a threat, in this context, threats are practically useless. The second stage should involve the reorganization of the structure: the whole procedure should be simplified and adjusted to the needs of the clients. This simplification does not have to result in the reduction of the staff. Secondly, the company should launch training programs for the employees. They should improve their interpersonal and intercultural communication skills. The third step to be taken is to increase the financing of this sector; the lack of qualified workers is one of the most stressing issues in Abissnet at the present moment. We should also emphasize the fact that the process of monitoring must not transform into supervision. If the management can convey its main message there will be no necessity for monitoring.

Conclusion

The effective functioning of customer service lays foundations for the success of any company. Any attempt to disregard this issue leads only to heavy losses and the inability to hold the position in the market. To avert problems, connected with this question, the company should always increase the professional level of its workers. It mostly concerns their knowledge in the particular field and interpersonal skills. The strategies described earlier, represent a pattern, which may help Abissnet to return its former clients and make the company more attractive to potential purchasers. This strategy addresses both qualitative and quantitative aspects of customer service. Theoretically, it may achieve the most optimal price-quality ratio but under no circumstances this plan can be regarded as a path of least resistance because the improvement of client service is a gradual and arduous process.

Bibliography

Carlos W. Moore, Justin Gooderl “Managing Small Business: An Entrepreneurial Emphasis”. Cengage Learning EMEA, 2008.

Efraim Turban, David King, Jae K. Lee, Dennis Viehland. “Electronic Commerce 2004: A Managerial Perspective” Prentice Hall, 2003.

Maxine Kamin, American Society for Training and Development “Customer Service Training”. American Society for Training and Development, 2002.

Ron Zemke, John A. Woods. “Best practices in customer service” AMACOM Div American Mgmt Assn, 1999.

Xiaotie Deng, Fan Chung Graham, Fan R. K. Chung. “Internet and network economics” Springer, 2008.

The job description for a customer service position may vary depending on the company, but there are some common elements. As the new Human Resource manager, the job description will include the duties and responsibilities of the hired person. Typically, customer service representatives are responsible for handling customer inquiries and complaints (Versweyveld, 2019). They may also be responsible for providing information about products and services, taking orders, and processing returns. Sometimes, customer service representatives may also be responsible for upselling products and services.

The skills required for a customer service position also vary depending on the company, but some common skills are typically required and, thus, must be included in the job description. These skills include strong communication skills, both written and verbal, as well as active listening skills. Customer service representatives must also be able to handle complicated customer interactions professionally and courteously (Gregg, 2018). Additionally, they must be able to multitask and stay organized in a fast-paced environment. Some companies may also require that customer service representatives have experience working with a particular software or phone system (Versweyveld, 2019). As an HR, describing the level of experience needed by the company will be vital. In some cases, customer service representatives may be required to have a high school diploma or equivalent, but in other cases, no formal education is required.

The customer service job description should be transformed into a job posting by adding a few key elements. First, a brief overview of the company and its customer service department should be included. Next, a list of the specific duties and responsibilities of the customer service position should be provided. The qualifications and skills required for the job should be outlined. Further, to turn the description into a posting, the job description should be written clearly and concisely, stating the specific qualifications and skills required, information on how to apply, and a contact person for further questions. Adding these key elements will transform the customer service job description into a job posting that will attract qualified and skilled candidates.

References

Gregg Learning. (2018). Job analysis methods [Video]. Web.

Versweyveld, J. (2019). How to write farm job descriptions. Corn and Soybean Digest. Web.