Create measurable customer service objectives

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Reference no: EM133382630

Question: Your manager, Susan, values your expertise in the field and is relying on you to develop a business case study for the senior leadership team. In this business case study, develop strategies to anticipate and address customer service problems and complaints. Include practices that should be implemented and how these will be measured to determine if they successfully meet the goals outlined in the objectives. Senior leadership will use this information to inform the organization's customer service approaches moving forward. Use the metrics on the customer service support card, when applicable to support your ideas. Your business case study should address issues that span both technical and general customer support areas and should include the following elements:

Create measurable customer service objectives that align to the organizations strategic goals for addressing customer service problems and complaints. Include the following in your response:
- How will the objectives anticipate, prevent, and solve customer service problems and complaints?

Describe the current opportunities for improvement in relation to the company's current customer service approaches. Use information from the scenario and from the customer service scorecard to support your response. Include the following in your response:
- What trends do you notice in the company's internal operations that, if addressed, would allow employees to better support customers?
- What types of employee training could be implemented to improve customer support?

Analyze metrics from customer service scorecard for identifying opportunities for improvement in the organization's current approach. Include the following in your response:
- How does the existing data support company strategic objectives?
- How would you forecast future complaints or problems based on the existing metrics?

Determine additional metrics needed on the customer service scorecard for preventing and solving customer service problems and complaints. Include the following in your response:
- How will these metrics strategically measure the customer service objectives you identified?
- What additional metrics will help deter possible customer complaints?
- How will using these metrics increase value for the organization, or drive down costs for the organization?

Describe technology improvements related to organizational systems for improving the customer experience and increasing value for the organization. Note that it is not necessary to describe a specific brand of software or hardware. Your response should focus on broad technology strategies that will enhance the customer experience. Include the following in your response:
- How will the identified technology improve the customer experience?
- In turn, how will the improved customer experience increase the organization's value?

Describe technology improvements related to social media management for improving the customer service experience and increasing value for the organization. Include the following in your response:
- Why is it important for organizations to be involved in social media, such as maintaining up-to-date information and responding to customer complaints and inquiries?
- Would it be a valuable strategy for the company to have a dedicated social media response team? Why or why not?
- Support with examples.

Based on the identified objectives and metrics, suggest adjustments to customer service practices to support the identified customer service objectives. Include the following in your response:
- How will the suggested practices align with each organizational goal?
- How will the proposed adjustments prevent and address current customer service problems?
- Should these changes be communicated to customers? If so, how?
- How should these changes be presented to employees to empower them to be effective in their roles?
- What types of adverse reactions might occur if this information is not carefully communicated to employees? How would that impact customers?

Reference no: EM133382630

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