Interpreting Value In The Customer Service -Myassignmenthelp.Com

Question: Discuss About The Interpreting Value In The Customer Service? Answer: Introducation Customer service management refers to those strategies and practices which companies use for managing and analyzing their customer interaction. This management helps in maintaining healthy and efficient relations with the clients by resolving their issues and offering them what they want (Tynan, McKechnie Hartley, 2014). The present work is based on the given case scenario. It includes two features for management of real and useful help desk. Elaboration of two features in the good management of a help desk As per the given case scenario, the help desk section of WombatPhone which is a new mobile company is getting worse. Agents of the help desk are not offering effective and quality services to the customers. Due to this reason clients of the company are dissatisfied and finding an alternative. Concerning to this, efficiency improvements are required in help desk section for managing and maintaining good relations with the service users. The two factors which can work effectively for the management of help desk section of the company is as follows: Communication Plan: As the agents of the enterprise are not communicating well with the customers, they need to improve their communication and other related skills. Concerning this, WombatPhone has to develop effective communication plan which will include information regarding the importance of communication, ways to deal with clients, how to communicate properly, etc. Accounting to the Lam Mayer, (2014), Effective training and development sessions help in improving and enhancing communication and inter-personnel skills of the workers. With respect to this, the plan will also include training sessions which will make agents aware of the importance of polite conversation with the individuals along with good listening power in handling queries efficiently for offering best quality services to the customers (Importance Of Communication Skills for Students. 2012). This plan can also aware help desk staff about the skills and knowledge they lack and needs to develop. Information about the gesture and post ures to the employees while dealing with customers can lead to leaving an impressive mark on them. This feature can help in improving the present situation of the WombatPhones help desk Product Knowledge: Agents working at helpdesk section of the WombatPhone company needs to have appropriate and efficient knowledge with respect to the goods and services they are offering to the customers. As per the view of Zurich, (2017), Companies should conduct meetings, seminars or conferences for providing appropriate information regarding their new products or services to the employees offering customer services. In context to this, the staff of help desk will able to understand and resolve the queries of the customers by using appropriate product information. Proper and suitable solution to the problem can lead to increase the satisfaction level of the clients. In this feature of customer service management, employees need to take active participation in the meetings and conferences. Along with this, WombatPhone can also provide booklets, manual handbooks to the staff members for making them aware of the functionalities and operations of the mobile phones. This feature can help organization in offering high-quality services by handling the issue of providing misleading information to the customers which will lead to improving the dangerous condition of the help desk Conclusion The above study concluded that it is necessary for WombatPhone to offer high-quality services to the customers for maintaining relations with them and accomplishing objectives. Effective communication plan and product knowledge can help the company in handling its current help desk situation. References Lam, C. F., Mayer, D. M. (2014). When do employees speak up for their customers? A model of voice in a customer service context.Personnel Psychology,67(3), 637-666. Tynan, C., McKechnie, S., Hartley, S. (2014). Interpreting value in the customer service experience using customer-dominant logic.Journal of Marketing Management,30(9-10), 1058-1081. Zurich, L. B. (2017). Service Operations and Management. Importance Of Communication Skills for Students. 2012. [Online]. Available Through: https://www.linkedin.com/pulse/importance-communication-skills-students-communication.[Accessed on 20th September 2017]