CUSTOMER SERVICE CRISIS AT CCS EssayIntroductionIt has come to our attention that there are severe discrepancies with our customer services. There have been many complaints over the last 12 months about delays, malfunctions, missing parts, no answer when calling for help, rude treatment, overcharging and so forth. A few resolutions were implemented however, these problems still persist. Purpose and scopeDue to these problems we were all assigned to produce a report that not only explains the data of our research but also come up with constructive solutions to solve the problems and gain back the confidence with our customers. Sources and MethodsIn preparing this report, the management department of CSS has made internal and external surveys to access the situation.
We the managers of CSS, form the research we have made we found some significant findings and we have present them in charts to help us to understand this serious problem about the customer crisis that our company has. We have analyzed these figures and we have make suggestions and solutions so the customer crisis will resolve. Report OrganizationThis report reviews the extent of our customer complaints over the last 12 months and recommends measurements to reduce the problem. We have reviewed each complaint individually.
Figure 1Customers complains over the last 12 months Delays in responding After analyzing the internal and external surveys it came to our attention that the largest complaint from our customers was our customer service’s delay in responding. This includes our delay when answering calls and implementing solutions to our customer’s complaints whether be with our products or services. To be exact 30% or our complaints are to do with this. After extensive external research we concluded that a Voice Activated Answering Machine (VAAM) would effectively solve this problem. This smart device operates via tone touch phones.
It acts as an operator allowing our callers to choose via a touch of the phone key to be connected to the desired department in request. For instance complaints can be made directly in one department and malfunctions in another. This includes orders etc and vice versa. The VAAM system isn’t only time saving but also money saving as it eliminates the need for “incompetent” employees.
There is also the option of directly eliminating incompetent staff or recruiting new employees however, we believe the VAAM system is a golden solution. This is not only due to its innovative functions but also the package deal CYTA Telecommunications has offered to us if we apply by the end of the month. The VAAM system can be operated both in the native Greek and well known English language, including many fringe benefits for the set price of 1000 pounds for installation and a 25% discount on our monthly bills. We believe that it is a worthy bargain. Product Malfunction, Missing Parts & OverchargeAfter checking our product line it came to our attention that annually 25% of our products were faulty and 20% had missing parts.
This has proven to be costly for our company and it has begun to hinder our customer’s confidence in doing business with CSS. After observing our shipping department we noticed that the problem was with our current retailer/manufacturer Retrospect. It also came to our attention that many of its customers (not only CSS) suffer similar problems. Thus we researched other potential retailers and manufacturers and were lucky to find two companies Alkaline Inc and Vodavex Installations, to not only provide our existing product line but even more innovative products at a matching price including favorable offers when buying in bulk. This in turn will eliminate our 2% complaint of our products being over priced. After our calculations were made we realized that we would benefit from economies of scale.
In other words by purchasing in bulk our costs are minimized and in return we can offer quality goods at very competitive prices. In return sales will increase. More information and catalogues will be sent to us by the 30th of May. A personal meeting with these two companies can also be easily arranged. Rude TreatmentIn regards to many formal complaints about our customer treatment it was confirmed that our telephone operators were not right for the job.
They lack empathy towards .
