Supporting Customers
Creative is an e-business that sells craft materials and supplies over the Internet. You have just started as the vice president of customer service, and you have a team of 45 customer service representatives.
Currently, the only form of customer service is the 1-800 number and the company is receiving a tremendous number of calls regarding products, orders, and shipping information.
The average wait time for a customer to speak to a customer service representative is 35 minutes. Orders are being canceled and Creative is losing business due to its lack of customer service.
Create a strategy to revamp the customer service center at Creative and get the company back on track.