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Improving customer service at SWC

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You have been hired as the department manager for Customer Service for the Superior Widget Corporation (SWC). SWC is a young organization (two years old), and is experiencing rapid growth pains. The CEO has determined that the Sales department, which had been responsible for sales and customer service, is heavily sales oriented to the detriment of customer service. To maintain SWC's rapid sales growth and ensure a standardized approach to addressing customer feedback and concerns, the CEO centralized the Customer Service Department. It is no longer merely a team within each sales region. The CEO implemented this change quickly, without feedback from affected departments. This change resulted in a number of positions being eliminated or downgraded within the regional sales departments, creating anxiety and strained relations within some parts of the organization. On the other hand, some departments have welcomed the change, and have expectations of improved communication and teamwork with the new Customer Service Department. In addition to this, you are also responsible for working in a matrixed style with other business units. You have regular meetings with the other SWC Department Managers to address and act upon cross-functional issues (e.g. customer order processing, resolving customer complaints in conjunction with the shipping division). You need to quickly assess your new organization and department and determine a plan of action.

Task:
From an organizational behavior perspective, briefly discuss three considerations that you will prioritize when forming your new Customer Service Department.

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Solution Summary

The first consideration while forming a new customer service department will be to hire the employees with the right set of skills for this important department.

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From an organizational behavior perspective, briefly discuss three considerations that you will prioritize when forming your new Customer Service Department.

1) The first consideration while forming a new customer service department will be to hire the employees with the right set of skills for this important department. Since customer satisfaction is the key to success for any business entity in today's customer focused and competitive business environment, it is essential that the customer service staff should possess right set of skills to perform their tasks efficiently. For example, customer service staff should possess good communication to communicate effectively over the phone/email,etc. and resolve customer queries, as well as good listening skills to patiently hear customer queries, complaints,etc. Further, they should be good at problem solving as well to resolve all customer service issues promptly. If such talent is not available within the organization, my first consideration will be to hire the right set of employees immediately for the division.

2) My second consideration will be that the hired or chosen employees for the customer service department should possess full knowledge regarding the company and its products and services. In other words, they should be able to answer all the queries of the ...

Solution provided by:
Sheetal Jain, PGDM
Education
  • BComm, University of Delhi
  • Post Graduate Diploma in Management (Equivalent to MBA), All India Management Association
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