Question

Team Project Plan Proposal (Due at end of 4/13 class) Team # and Member Names: Name and address of organizations for project: Organizational Information: (information about the company and union including the type of entity nature and scope, its purpose/focus, and characteristics (annual revenue, # of employees/members, etc.) Explain the nature of the labor relations dispute, when it occurred and why this case has been chosen: What are the activities you will undertake that will enable you to get a good understanding of the issue? What challenges or limitations do you see? How will you overcome these?

If you can answer me the last question please!

This is just imagination, so you can please use your own illusion

Answer 1

Authenticate, Listen, Understand, Verify, Solution, Feedback

When ever customer comes up with a problem, first authenticate his details with the details that are already with you. Once this is done, to get a good understanding of the issue, first listen to the customer problem and listening skills plays an important role here. The more you listen to the customer problem the more you can understand it and thus provide the better and faster resolution to it. Customer expects the support executive to resolve the issue on first interaction itself; when that does not happen customer becomes furious and handling this type of situations becomes difficult or challenging for the support executive.

Once customer authentication is done, and you listen to the problem and understand it, the support executive has to check whether he is able to resolve the issue at the first communication itself within his limits .i.e. checking whether the issue customer faces is within his scope of resolution or not. Once this is done, if issue still exists, support person needs to check the severity and urgency of the issue and give the customer a timeline within which the issue might get resolved. Majority of the Customers calms themselves when an ETA of resolution is given but keep in mind that customer expects the issue should get resolved within the mentioned time line or else the dissatisfied customer can prove costly to the organization by switching his loyalty to some other organization. No Organization can make its 100% customers satisfied. But, organization must make sure that majority of its customers are satisfied.

Also, Providing timely and thorough updates regarding the issue to the customer will make customer feel that organization cares for him and sometimes might give an extra time to resolve the issue. Finally, taking feedback from the customer should be done promptly to improve the services.

Challenges and limitations can be in many ways. Firstly, it is always difficult to convince and calm a customer when he is desperate about his problem being resolved immediately on first contact itself. So, the executive have to be patient enough to listen to him first and then convince the customer and making him understand the issue serverity. Sometimes, systems doesnot allow to give timely updates and it is precoded to only one or two updates till the issue gets resolved. This can be solved by the executive constantly working on the customer issue and updating the progress or status through email or a message or call manually. This will surely be appreciated by the customer and turns challenges and limitations to an opportunity. Making sure that you give what customer wants and understanding him can really make them happy and turns to an opportunity for the organization where the customer might be ready to pay more and helps in generating more revenue for the organization.