Reference no: EM132249833
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CASE ANALYSIS TRAINING FOR CUSTOMER SERVICE SPECIALISTS As a part of the president's University, initiative to remove "barriers to learning,, at regional Midwestern barriers an analysis of student-services operations was conducted. Thal analysis revealed that the deemed most important by students were those that would o"tuy o. p..r"nt them from reg- istering for classes.These barriers iell into three areas: L. Resolving issues relating to fines accrued over the previous terms (e.g., library parking, late fees) 2' Accurately completing forms and meeting processilg deadlines for financial aid in time to enroll in classes 3' Acquiring appropriate advising so that they enrolled in the right classes (avoiding the prob- .lems associated with drops and adds) As a. result oJ this analysiE, the university decided to create a new position called customer service specialist (CSS).The job description is piesented here. " ' Iassification Specification Supersedes: New Classifi cation General grrmmar]. Title: customer service specialist Gradq pr0g Supervise, support, monitor, and assist with the continuous improvement of the work unit,s customer service functions and related operational activities. Ensrr" q,rutiry .rstomer service 3"":i::,.";::::^._T:I 1T tetephone. ihese activiti", ."quir" u ,uoir,ng kno*redge of the work unit's program poricies, procedures, and regulations as well u. departments and systems thai interface with "" "r0".;;";;;t;rffi:; thJwork unit,s activities. Essential Duties Personally provide and ensure that customer support staff provide positive customer service practices throughout the.ygrk unit, includiag gi"itiog departmental customers in person or over the telephone, identifying their needs, outlfuri"g i"."rr"ry unJ upp-p.r"te information, and processing cuitomer requests in a manner that will best meet the needs of the customer. Monitor and ensure that customers perceive that customer service support staff treat them with courtesy, respect, tact, and a sincere desire to meet their needs. Provide mediation and resorution to customer compraints and requests within 6s1sg.1a6 authority limits and consistent with departmental policies. Communicate to customers the departmentil policies and procedures related to their needs, and provide customers with appropriate formi and instructions. Desigrr and implement systems to-ensure that forms tr-.J --uy "rstomers are the appro- on",i,lf.:,1";..,*::y::..:q":* and that they are comptete and,where possibte, accurate. :"""i."r"; "i[X'l; :Hfl "::: j,:rj:: :11", 1,|r: I?l1 111 who glovi {3.0i,..t .,,,io*-".'s e rvice whe re app ro _ priate' provide on-the-job training and coacling. work with the designated department administrator to identify appropriaie training experiences for customer service support staff. ' Recruit, interview, and make .."oro-"r-dutions in the hiring of "rrto-", support staff. (continued) 282 CHAPTER 6 Training Methods (continued) Identify processes and.procedures in the department that are causing problems for groups of customers (not iridividuals) and work with department management toward their improvement. Where authorized, implement improvements in systems, processes, and procedures that will increase the customer satisfaction capabi.lity of the department. Develop and maintain a network of contacts with other university departments that commonly interface with the work unit. Interact with other university departments to resolve a customer's problem or meet the customer's needs. Interpret and reconcile account records related to area of assignment. Receive, read, and interpret correspondence and determine proper handling. Perform other related duties as assigned. Supervision Receiyed Supervision is received from designated departmental administrator. Supervision Exercised ,. Supervision may be exercised, as determined by the appropriate departmental administrator, over customer service'representatives, clerical support staff, and student support staff in the ' work unit who provide.direct customer service. Qualifications Ability to read, write, interpret instructions, perform basic arithmetic, and communicate orally and in writing at a level typically acquired through the completion of an associate's degree is necessary. Personal computing skills sufficient to utilize word processing and spreadsheet applications, and to perform file management and data input/retrieval functions are necessary. Knowledge of specific software applications and university information systems ulilized in the work unit assigned is desirable. Supervisory skills needed to provide direction to subordinates, monitor and manage subordinate performance, plan, organize, ar,d coordinate the customer service activities are required, and supervisory experience is desirable. Preference is given to those who master basic customer service and problem-solving skills as listed: o The ability to cornmunicate accurately and pleasantly with customers (across a wide ' diversity of cultural backgrounds) is necessary in order to identify customer needs and . solve customer problems. . The ability to communicate moderately to highly complex policies, procedures, and regulations and to ensure understanding of these while working under pressure (e.g., handling several requests at the same time) is required. ' Effective problem-solving abilities are required to (1) identify and prioritize customer service problems, (2) conduct a root cause analysis to determine the cause(s) of a problem, (3) develop a range of alternatives that will remove the cause(s) of a problem, (4) identify the alternatives that are most effective, and (5) develop an implementation plan for carrying out the alternative selected. o Effective conflict management ski-lls are required (e.g., defuse emotionally charged ' situations, clearly..identify issues, clearly communicate procedures for resolving the issue, working with the customer to develop a resolution acceptable to the customer and the work unit). F CHAPTER 6 Training Methods 283 ' Knowledge and understanding of university, state, and federal policies, systems, procedures, and regulations as they pertain to the work unit's ability to meet customer needs and to areas of the university that interface with the work unit in meeting those needs. Those hired without the preceding competencies will undergo training prior to assuming responsibilities. During the training period these individuals witl Ue considered temporar! rployees. Upon successful completion of the ftaining, the classification will be changed to rmanent. Failure to complete.training successfully will result in termination of emplolment or reassignment to another position, at the discretion of the university. IVorking Conditions Work is performed in a typical office environment. _g:l*:t_:.1-r::_::r posted and advertised,25 applicants were selecred. Unfortunately, only grplicants were assessed as demonstrating the desired ievel of problem-solving and customlr seiice knowl'edge and skills.
This Hands-on Guide presents a structured framework to help you analyze such cases as well as the case studies in this text. Knowing how to analyze a case will help you attack virtually any business problem.
A case study helps students learn by immersing them in a real-world business scenario where they can act as problem-solvers and decision-makers. The case presents facts about a particular organization. Students are asked to analyze the case by focusing on the most important facts and using this information to determine the opportunities and problems facing that organization. Students are then asked to identify alternative courses of action to deal with the problems they identify.
A case study analysis must not merely summarize the case. It should identify key issues and problems, outline and assess alternative courses of action, and draw appropriate conclusions. The case study analysis can be broken down into the following steps:
Introduction 1-2 paragraphs
Body 2-3 pages
Identify the most important facts surrounding the case.
Identify the key issue or issues.
Specify alternative courses of action.
Evaluate each course of action.
Recommend the best course of action.
Conclusion 1-2 paragraphs