Busn412 – Case Study Week 3

The person I interviewed was John Doe of Yourname.com John is the CSM and manages 12 customer service representatives. John is a former associate of mine and I know him to be a very diligent Manager. I contacted him and we spoke for about 12 minutes. I mentioned to him that I was doing a project for my school and I only needed about 10-12 minutes of his time to ask him to describe the role and importance of customer relations/customer service at Yourname.com. John’s response was “As you know we have 12 customer service representatives who work for us and these CSR’s play a critical role in that they are the voice of Yourname.com to our customers with whom they speak with on a daily basis. As the voice of the organization, our representatives are expected to be knowledgeable, polite and helpful during every interaction as customer satisfaction and retention are paramount. Our CSR’s are knowledgeable and they do go through training covering all of the organization's policies and procedures for handling customer inquiries.”

I asked John was to describe the top three customer service issues he faces at Yourname.com. John said that his company delivers the latest and most complete residential yourname property listings in an easy, accessible format to our customers and business partnerships. Despite whatever technology and processes the company puts in place (such as an automated service for after hour services), they ultimately have the biggest impact on the customer experience. He mentioned that hiring qualified representatives has become more difficult since he has been faced with budget cuts for employee salaries which makes filling his contact center with highly skilled agents a significant hurdle. Another problem is that some of the CSR’s take too long to resolve an issue and are often left alone to solve issues by themselves and to the best of their abilities; the organization sometimes transfers the problem to another employee to resolve the problem....