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EZ Everyday Electronics refurbishes used computer equipment and sells it on the Internet. The customer support staff spend most of their time chatting with customers online. It is critical to EZ’s success that no customer waits more than 2 minutes before being served and that all customers feel their question or problem was addressed respectfully and competently. Website usage data show that customers who feel service is too slow or unhelpful immediately surf to another online store.
Which of the following actions should the customer support manager take to best motivate these employees?
Place a widget on employees’ computer screens that flashes a happy face every time the average customer wait is less than 2 minutes.
Each year, hold an award ceremony and give a bonus to the employee who has served the highest volume of customers and the one who has the highest average customer ratings.
Share trends in average customer ratings at quarterly staff meetings, emphasizing the importance of customer satisfaction.
Track a great deal of data on customer interactions and send it to a consultant for detailed analysis, which can help improve procedures.
discuss a fact situation that would fall within the definition of liability without fault. Clearly spell out why it is strict liability rather than negligent or intentional.
How does logistics contribute to time and place utility? Explain the significance of the fact that the purpose of logistics is to meet customer requirements. Explain how big-box retailers are logistical trendsetters. What is the systems approach to p..
Skyhigh Airlines is a small regional airline that was started by Tex Weston in West Texas in the 1980s. Tex was the first regional airline CEO to come up with the idea of developing a strategic partnership with a major carrier, which provided stabili..
Over six months a bank recorded, on a weekly basis, errors per thousand items processed in all types of collection transaction. What is the average weekly proportion of errors
The Metropolitan Bus Company (MBC) purchases diesel fuel from American Petroleum Supply. In addition to the fuel cost, American Petroleum Supply charges MBC $250 per order to cover the expenses of delivering and transferring the fuel to MBC’s storage..
Do you think the advertising now days is too overbearing?
Discuss two differences between co-workers who are intrinsically or extrinsically motivated. How does an optimum stimulation level affect the buyer?
Have your career options been expanded by your service experience? Did anything about a fund raising event for a local orphanage in Brooklyn involvement surprise you? If so, what?
Discuss the similarities and differences among the charts and diagrams listed below. When would you recommend the use of each and why?
According to Francis Bacon, "A wise man will make more opportunities than he finds".
For an established small office building, you are assigned as a PM to plan for installation of the following systems to renovate the building by delivering a “Green Structure”. You have selected different sub-contractors to perform their independent ..
The student will describe the perspective and role their agency has in dealing with the Group Project problem as assigned buy the instructor.
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