Problem Definition
The current use of the process for customer service is phone, chat and email. The customer service representatives are provided a phone number and/or the live chat is available 24 hours, 7 days per week. The live chats usually have pre-written scripts that will greet customers. Customers will provide their personal information however; the live chats are informative and not reliable for satisfactory response.
The House of Quality will hold the quality answer marks where negative feedback should not go above 20 percent for a customer service representative. If less than 20 percent the representative will get the benefit. The issue here is that the agents get bored after working 6 months. Agents will relay the incorrect information that is relayed to the customer.
Amazon outsources too many customer service requirements. The information is sent back through a portal which is perceived to come directly from Amazon.
* Describe the elements of the service (training, attitudes, capacity, information)
* Customer Expectations (Reliability, Responsiveness)
Based on the given information above and any other recommendations that you can provide, please answer the following:
1. Develop a few potential solutions (alternatives) to resolve the most significant root cause identified above. You need to evaluate each solution in terms of both pros and cons (advantages and disadvantages), including cost implications and feasibility for implementation. Please make sure that all solutions evaluated are feasible and under your company’s control for implementation. In other words, please do not consider recommendation that cannot be implemented by your company.
2. ?This section pertains to developing measurement matrices to monitor and verify if the improved process is indeed achieving the intended results. You need to define what you would monitor or measure, how you would measure it, how often you would measure it, and how you would use that information to assess whether the recommended solution is accomplishing what it was designed to accomplish. You also should address deviations. In other words, if the improved process is not achieving the intended results, what corrective actions would you take to resolve the performance gap?
3. You need to provide a paragraph concluding your analysis and major improvements. You also need to discuss managerial implications and lessons learned.
?Your detail answers/recommendations and solutions will be greatly appreciated to all above 3 questions.
Also can you provide a House of Quality diagram template fill in (ratings of importance). This should show:
?[Left Column] Customer Expextations - Reliability, Responsiveness, Assurance, Empathy, Tangibles
?[Middle] - Training, Attitude, Capacity, Information, Equipment
?[Right Column] - Customer Perceptions
[Lower Half] - Comparison to other online retailers (From strongest to Weakest)
?[Last 2 rows] - Weighted score and Imporvement difficulty rank.