Comfort Class Transport: Does Customer Service Need an Overhaul Case Solution And Analysis, HBR Case Study Solution & Analysis of Harvard Case Studies

Comfort Class Transport: Does Customer Service Need an Overhaul Case Solution

Description of Data Collection

The review or interview approach involves the call center representatives and customer. The customers are asked to provide survey and feedback so that the company could collect the data. Since the customers are the major stakeholders in the process, so it is very important for the company to fulfill its customer’s demand and to satisfy them with its services. Customers’ satisfaction is the ultimate resource of the company’s future growth and success.

The reason for this survey is to know the views and opinion of the customer’s regarding the company’s services and to also focus on the other areas other than long waiting time and response, which might have been leads them to being dissatisfied. The survey approach comprises of several questions that help the company in identifying its overall performance so that it would detect the areas where it needs to perform better with much ease.

This approach would help the company in identifying its expected performance and to fulfill the gaps between their desired performances. Moreover, the survey will not only help in seeking the customer’s issues regarding the company’s performance but it will also provide opportunities to the call representatives to tell all the issues which they are facing when dealing with clients and the reasons that are prompting the recognized issues.

Cause Analysis

Five Why Analysis

Fish Bone Diagram

Inference

The problem that is associated with the company’s overall growth and its performance was the issue being faced in the call center. This issue has occurred because of the customer’s unsatisfactory result of the call center services. Customers were having trouble with long waiting time and slow query response. The customers were not satisfied with the company’s performance because they were not getting immediate response and solution to their queries.

This reason behind the occurrence of these issue is the very limited capacity of the representatives operating in the offices. The customer representatives have a lot of burden and they are designated with numerous tasks, whether it scheduling task, query responses, prices guideline and so on. All of these responsibilities are being fulfilled by a team comprising of just 8 representative, which therefore affects the company’s performance.

In my opinion, the best way to resolve the customer’s issues and to boost the company’s overall performances is to first ask the representatives about the issues that are leading to such causes. Also, in order to resolve the burden and excessive work load tasks; hiring more representatives and dividing all the responsibilities accordingly would prove to be a significant step towards achieving a stress free work environment. It is important to divide all the departments, such as: scheduling department, customer query department, pricing knowledge department etc. into a single departments and to hire the professionals according to these departments’ requirements.

In addition to this, it is quite important for the company to provide continuous trainings and to conduct several meetings with their representatives and to train them promptly. Additionally, in order to sustain the future competitive advantage and the adequate performance; it is important for the company to ask for the monthly feedback from their customers in order to perform efficiently...........................

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Comfort Class Transport: Does Customer Service Need an Overhaul Harvard Case Solution & Analysis