Assignment 3

Manage Quality Customer Service

N1828533

Assignment 3

Introduction

There are many problems that are encountered while providing customer services. Every organization faces typical kind of problem when they are dealing with customers. It has also been observed that every problem that an organization faces is not relatively same as other organization faces (Quinn, 1997). This paper will be discussing the issues that most of the organization face while providing customer services. We will also discuss the plan of action in order to resolve the issue. Moreover as which will be presentation that is going to be presented to the higher authorities. In conclusion some recommendations will also be provided for the current organization to implement in order to reduce the effect of the issue that is existing and is acting as a hurdle for the organization in providing customer services.

Subject of Presentation

The main problem that is associated with providing customer service is lack of training. It is because when the employees working in an organization is not properly trained they make many mistakes during their routine daily tasks. Plenty of time should be allocated to the employees to work on their weaknesses and improve in order to facilitate their customers with better services. This will retain their customers and will make a better brand image for the organization. More than that, there must also be continuous training that will update customer service representatives (CSRs) with new skills, knowledge, and technology that will help them deal better with changing business needs and demands (Martin, 1993).

Objectives of Presentation

One of the main objectives of the presentation is to devise a detailed plan describing the ways through which an effective and efficient training of the customer care could be disseminated. The other objectives include removing hindrances in the way of achieving higher productivity in customer care service. Moreover, the presentation is also aimed at highlighting strategies to reduce the inevitable hindrances in effective customer care to an extent where all the queries of customers are solved as soon as possible in order ensure complete customer satisfaction at the end of the conversation.

Audience For Presentation

The intended audience of the presentation is mainly those who are, in one way or another, related to the department of customer care. This includes customer care representatives and those who are in charge of managing the affairs of customer care department so that these groups of people could have the opportunity to enlighten themselves with modern and innovative processes and techniques of customer care training.

Organization's Processes and Policies

The policies of the organization are:

To make the leadership strong as strong leadership more often result into better market position.

Strive for the continuous expansion of the company operations and business activities by means of employing different and innovative techniques to ensure exploration of new and emerging markets as well as strong customer retention track record.

Continuous evaluation of company's performance against industry benchmarks in order to keep ourselves highly motivated to achieve goals and objectives set by the company management and leadership.

Since its ...