Customer Support System Problems
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A problem in the organization that could be addressed using the application of business research principles is the dissatisfaction of customers calling the technical support line. There are numerous complaints of long times spent on hold, and then of the person who answers not being able to supply the needed information and the customer having to be put on hold again to wait for a second tier technician, and sometimes this process is repeated for the customer to reach a third tier technician. This has also led to high staff turnover among technical support staff because of dissatisfaction at having to listen to so many complaints, and deal with so many unpleasant customers who are angry at long wait times and what they see as unsatisfactory technical support services. Successful knowledge management within the customer support system is needed to allow support technicians to become more confident and to become competent sooner (Ten, 2003). For this they need to have access to a knowledge base with answers to common questions without having to put customers on hold while they ask someone else, or refer them to a higher tier of tec
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Some common words found in the essay are:
, References Dodgen, technical support, support staff, technical support staff, self-service system, training technical support, technical support levels, self-service system customers, support levels, system customers, knowledge management, support technicians, dodgen 2004, tier technician, customer support,
Approximate Word count = 769
Approximate Pages = 3 (250 words per page)
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