Typology of Customer Variability and Employee †MyAssignmenthelp.com

Question: Discuss about the Typology of Customer Variability and Employee. Answer: Introduction Being a Customer Service Officer I have to ensure that I can ensure a proper help desk service to the customers to make sure that the customers do not face any problem. Our help desk operations must be improved to help improve the customer service of the company. Some of the challenges that I have to face are; Acquiring the right help desk staff It is very difficult to recruit the help desk staff having a right blend of customer service and technological skills Having the wrong person in the mentioned job damages the reputation of the IT(Aryee, 2015) Recruiting the wrong persons and then again replacing the wrong persons is a very arduous task to be done by the organization. It is a very expensive process. I have to implement some necessary changes in the management of the system to make sure that the organization heads towards the right way. As mentioned earlier the HR department of the organization has to be careful while hiring people as because they have to hire the best possible talents from within the industry who have the right amount of service as well as the technical skills needed to create an impact in the industry. I have to make sure that the help desk consists of ever smiling positive people with a positive look The IT infrastructure must be maintained properly to process the customers requests and complaints as early as possible. Customer Service forms the basic element of a business. The more the customers are satisfied the more they will use the services of the organizations. In the particular case study provided here it is seen how the owner of a damaged car is harassed by the XYZ servicing company over the payment of his claims on the number plate of the car. After a prolonged wait of 3 to 4 months he was finally able to receive his cheque which was collected from one of the friends house of the owner. It was a big failure for the customer service department of the mentioned company as the owner of the car got frustrated and the harassment he received damaged the reputation of XYZ car service limited. There are some steps that can be followed by the mentioned service company to provide the customers with one of the best customer satisfactions. Following some simple steps is the key to success in customer satisfaction. This includes; Greeting- The help desk of the company is involved in interacting with the customers and the people via phone or direct face to face communication. The employees working at the front desk must avoid begging for evaluation scores from the employees of the organization and should make it a point to address customers by saying, May I help You, How can I help You and many more as such. The employees must be friendly and professional in their approach which will help to calm down the anger of the customers. Active Listening- Active listening is utmost important to solve customer problems (Jahanshani, 2014). Listening carefully without interrupting the customer helps to develop a proper communication between the people who is suffering and the ones who may be the employees serving such users. It is better to make sure that the help desk operators keep a record of the callers as such an information will be needed any time. Gain Agreement- This is the identification of the problems or the idea of the causes for which there has been constant problems. The main task of the organization is to make sure that the organization (Zhang, 2017). Apologizing Phase- This is the particular time period when the executives of the organization in charge of the calls apologizes for the technical hitches or the other problems faced by the callers. The following activity diminishes the chances of people getting angry. The service people can follow a principle which is one of the best ways to influence the customer. The operators can say wisely that they have personally never been in such a situation or they can make sure how much it affects the customers (Lam, 2014). Problem Solving- While solving the issues of the different people it is better to make sure that there is constant communication between helping them and assuring them that the organization is working for them and will surely solve all their queries. Absence of a proper solving program will spell doom to customer relationship in a business. Confirming Resolution- Confirming resolution is another main aim of the organization. The helps desk personals must not throw away the tickets of the customers and maintain them in a professional way to easily solve the queries of the customers. References Aryee, S., Seidu, E. Y., Sacramento, C. A., Martinaityte, I. (2015, January). Proactive Customer Service Performance: Test of a Team-Level Model. 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