CASE STUDY CUSTOMER SERVICE AT DATATRONICS

The management of the company also thinks that allocating the high budget to the customer service department would not be very useful. Most of the staff learns on the job. Work 6 – PowerPoint Presentation. Although the company is performing very well and the revenue of the company is increasing consistently, however,the company is not allocating proper budget for the customer care department due to which the department is unable to hire new staff. Untrained employees cannot engender high-quality products.

One of the main issues is that the company is providing very low budget to the customer service department. Matt Rubenzahl voices his concerns to his boss, Joel McGivern. The customers dealing with the representatives often end up frustrated and confused as the representatives do not have any proper information about the products and services. The ideas need to be presented to a steering committee for extra funding. Your PowerPoint presentation should include the following elements: Work 6 – PowerPoint Presentation. Even they are the last ones in the company who know about the product or service.

One of the main issues is that the company is providing very low budget to the customer service department. Does Customer Service Need an Overhaul? The ideas need to be presented to a steering committee for extra funding. Some categorical reasons are low pay, csae working conditions, long hours, not enough benefits or a negative atmosphere, especially from ascendancy figures.

Untrained employees cannot engender high-quality products. The company will have to experience a decline in sales if dissatisfied customers select competitors who can provide quality products and congruous accommodation. His task is to identify the issues and proposed solutions accordingly. You are also welcome and encouraged to research them using outside serivce.

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They cass lack adequate erudition and skills to provide copacetic customer accommodation. How would Matt get Joel to support his ideas?

Customer Service at Datatronics Case Solution & Answer

Case Study Analysis Solutions. List of sources using APA guidelines. Most of the staff learns on the job. It also helps the company in portraying its positive image by satisfying the customers. The company provides a very basic training to the customer service representatives.

He identified that the company is facing issues in the customer service area due to various reasons; datatroncis budget, no proper training of the customer service representatives, lack of policies, procedures and standard formats, poor management, etc.

Describe the top ideas for Matt to present to Joel next week.

Even they are the last ones in the company who know about the product or service. In this case, most datatronicx the staff in the customer care department quits the job due to the high workload, improper training, no incentives, no rewards, etc.

For the most part, high turnover is cognate to employee dissatisfaction with the job.

case study customer service at datatronics

Your presentation should be professional, as a steering committee looks for information and facts as well as visual aspects, in order to make their decision. Work 6 – PowerPoint Presentation. Matt Rubenzahl, the development manager of E-Z RP, has been appointed as the manager of the customer service department in Datatronics after the merger.

case study customer service at datatronics

This is just a sample partial work. Although the company is performing very well and the revenue of the company is increasing consistently, however,the company is not allocating stuy budget for the customer care department due to which the department is unable to hire new staff.

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These issues are discussed below. Joel gives Matt the assignment to find better ways to improve their customer service through product education and meeting customer xatatronics. The management of the company does not focus on providing high-quality customer support services due to which it is lagging behind. Read the Mini Case Study “Customer Service at Datatronics” on pages in the textbook and develop an understanding of the role IT plays with customer service initiatives.

When Matt joined the company as the manager of the customer service department, he identified various issues. The customer support department is also facing the issue of high turnover.

Case Study #9: Customer Service At Datatronics by Becca Kopcie on Prezi

Please place the order on the website to get your own originally done case solution. Due to the low budget, the customer service department is unable to initiate training programs for the customer service representatives. The customer care department plays a very important role in the success of serice company because it helps the company in linking with the customers directly.

case study customer service at datatronics

Due to the improper training, the customer service representatives are unable to facilitate the customers. The customers dealing with the representatives often end up frustrated and confused as the representatives do not have any proper information about the products and services.

On average, the call center industry inclines to offer low wages, especially to call center representatives………………….