Customer service representatives on automatic billing

Assignment Help Operation Management

Reference no: EM132290306

You have been asked to design a learning program for Customer Service Representatives (CSRs) on automatic billing, where monthly payments are automatically deducted from customers’ credit card or bank accounts. The Customer Service center accepts in-bound calls only; CSRs do not contact customers directly.

CSRs are expected to offer the auto-billing program with a goal of signing up 75% of those customers. Most customers who contact Customer Service are calling to make a late payment (for which a fee is charged).

Your preliminary needs assessment revealed the following:

CSRs do not consistently offer auto-billing to customers.

CSRs avoid introducing the auto-billing concept when customers calling to make late payments become upset about having to pay a late payment fee.

Your survey of CSRs revealed that most are unfamiliar with many of the auto-billing program’s features and benefits, such as a one-time waiver of a late payment fee for customers who sign up for the service.

Describe how you would approach designing your learning program.

Reference no: EM132290306

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