Discussion questions- Case study on Customer service at Datatronics
Discussion questions
- Customer service should mainly involve effective and open communication between the customers and the service providers. Communication is the key to success in this field. Both the parties involved must interact openly during every call (Garfein, 1988). In Datatronics, the service representatives remained uninformed after the launch of a new product. This should not have happened to them. These representatives should have been the first to know about a new service or product launch. Matt should collect information regarding the time required to release a new product and communicating its release to the representatives of the customer service department. Matt should inform his superiors about the training that the representatives have received, and he should make sure that the representatives are aware of their job responsibilities and roles. Matt should also engage with customers to know their experiences. Customers are likely to provide both positive and negative feedback. After receiving the feedbacks, Matt would understand the expertise or gap in the expertise of the trainees. After collecting the customer responses, Matt can consider the provision of proper training to the members of the department. Lastly, he can collect new product-related information available on EZ-RP, Delphi-plus information, and web spider. After identifying the differences, he can present the findings to his superiors.
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- Matt should consider the creation and usage of a feedback platform. He can present this new idea to Joel. The purpose behind using a feedback platform is it would allow customers to interact with representatives and share their opinions regarding customer service. It is vital to understand that feedback forms might be effective; however, form filling cannot resolve all issues because it does not guarantee an immediate response from the representatives. It would be beneficial for the company to use a website and to incorporate a messaging section. The customers would use this section to present their complaints and views regarding a particular product (Sharma, 2008). At the other end, the representative of the company must be present in order to respond to the customer immediately. The representatives must ensure that queries and doubts of the customers are being resolved on time so that they have less scope to complain. Another interesting idea would be incorporating another support system for customers. It would help resolve queries at the second level. Problems that cannot be solved at one time can be resolved a second time by ensuring proper follow up. The follow-up session is likely to resolve the queries, and representatives must ensure that customers are receiving accurate solutions to their problems (Spencer‐Matthews & Lawley, 2006). Lastly, the representatives must feel engaged. The representatives must feel that they are vital members of the company. They must be given their due in the company. Again, the satisfaction levels of the employees should be high so that they can improve their services and retain the loyalty of customers.
- Matt can influence his boss, Joel, by presenting him with the evidence and facts that have already given the best results. It is natural if Joel decides to not support Matt’s ideas if he fails to provide proper supporting facts. It would be risky to invest capital and human resources to some idea without testing the outcomes. Hence, Matt can provide facts and an outline of his previous experience as a development manager while working for E-ZRP. The organization has been successful in its endeavor because it has consistently used online trading along with friendly services to retain the trust of customers. Naturally, the company emerged as a top player. In order to improve the situation at Datatronics, Matt can provide these facts to Joel. Consequently, Joel would feel confident and would invest in new endeavors.
References
Garfein, R. T. (1988). Guiding principles for improving customer service. Journal of Services Marketing.
Sharma, A. (2008). Improving customer service and profitability through customer intervention in service relationships. Journal of Relationship Marketing, 7(4), 327-340.
Spencer‐Matthews, S., & Lawley, M. (2006). Improving customer service: issues in customer contact management. European Journal of Marketing.