Giving high quality customer service at Landsy Company A friendly phone call by a sales representative is a key to customer services at Landsy company. The number one priority for a sales representative at Landsy is that he/she be friendly and loves to talk. Landsy customer sales representatives are clearly instructed that they are there not to sell, but to provide service. The Customer Service manager explains that the Service representatives are there to help customers accomplish what they called for. Their job is to listen and respond to customer needs, more of a service, not sales. Human Resources manager says that Landy employees are given big responsibility. Employees have the authority to make whatever decision is important to make the customer happy. Landsy brought the idea to employees must do whatever is needed to meet a customer's need. New-hired employees at Landsy are given 80 hours of training on all the company's basic products. They are given training in proper politeness and how they assist customers. New employees are also given training on the computer system and a model phone system. As a result of this training, most new customer sales representatives feel very comfortable when they start taking real orders. A trainer sits beside them for a few days to answer questions. Also, there is an assist button that they can push so that a supervisor can be able to answer questions for them. The operators can also call a service representatives when a customer needs special assistance, and if an after-order problem arises they can call customer service for assistance. Service representatives are randomly monitored and evaluated on a continuing basis. Supervisors listen to at least 4 calls for each service representative each month, fill out monitoring forms for these calls, and provide feed-back to the service representative. One indicator of customer service quality is the speed of the call. Landsy’s goal is to answer 90% of calls within 20 seconds of its being placed. The average answering speed is 5 seconds. An automatic call-distribution system in each of their phone centers allows Landsy to monitor each center and shift more calls to any of the centers when the need arises. Call duration (talk-time) is also monitored. The company ensures that there is not a system problem or that operators are not becoming too talkative which the customers do not like either. Landsy takes customer comments very seriously. Positive and negative customer phone comments about service representatives are logged and, on a monthly basis. In 2019 for example, 10,000 comments were logged. Looking at the system and process described at Landsy Company, what management tool is best to be applied to improve the quality of their services? Justify your answer.
Giving high quality customer service at Landsy Company A friendly phone call by a sales representative is a key to customer services at Landsy company. The number one priority for a sales representative at Landsy is that he/she be friendly and loves to talk. Landsy customer sales representatives are clearly instructed that they are there not to sell, but to provide service. The Customer Service manager explains that the Service representatives are there to help customers accomplish what they called for. Their job is to listen and respond to customer needs, more of a service, not sales. Human Resources manager says that Landy employees are given big responsibility. Employees have the authority to make whatever decision is important to make the customer happy. Landsy brought the idea to employees must do whatever is needed to meet a customer's need. New-hired employees at Landsy are given 80 hours of training on all the company's basic products. They are given training in proper politeness and how they assist customers. New employees are also given training on the computer system and a model phone system. As a result of this training, most new customer sales representatives feel very comfortable when they start taking real orders. A trainer sits beside them for a few days to answer questions. Also, there is an assist button that they can push so that a supervisor can be able to answer questions for them. The operators can also call a service representatives when a customer needs special assistance, and if an after-order problem arises they can call customer service for assistance. Service representatives are randomly monitored and evaluated on a continuing basis. Supervisors listen to at least 4 calls for each service representative each month, fill out monitoring forms for these calls, and provide feed-back to the service representative. One indicator of customer service quality is the speed of the call. Landsy’s goal is to answer 90% of calls within 20 seconds of its being placed. The average answering speed is 5 seconds. An automatic call-distribution system in each of their phone centers allows Landsy to monitor each center and shift more calls to any of the centers when the need arises. Call duration (talk-time) is also monitored. The company ensures that there is not a system problem or that operators are not becoming too talkative which the customers do not like either. Landsy takes customer comments very seriously. Positive and negative customer phone comments about service representatives are logged and, on a monthly basis. In 2019 for example, 10,000 comments were logged. Looking at the system and process described at Landsy Company, what management tool is best to be applied to improve the quality of their services? Justify your answer.
Chapter13: Services Marketing
Section13.2: American Express Delivers Service With Calls, Tweets, And Apps
Problem 2C
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Giving high quality customer service at Landsy Company
A friendly phone call by a sales representative is a key to customer services at Landsy company. The number one priority for a sales representative at Landsy is that he/she be friendly and loves to talk.
Landsy customer sales representatives are clearly instructed that they are there not to sell, but to provide service. The Customer Service manager explains that the Service representatives are there to help customers accomplish what they called for. Their job is to listen and respond to customer needs, more of a service, not sales.
Human Resources manager says that Landy employees are given big responsibility. Employees have the authority to make whatever decision is important to make the customer happy. Landsy brought the idea to employees must do whatever is needed to meet a customer's need.
New-hired employees at Landsy are given 80 hours of training on all the company's basic products. They are given training in proper politeness and how they assist customers. New employees are also given training on the computer system and a model phone system.
As a result of this training, most new customer sales representatives feel very comfortable when they start taking real orders. A trainer sits beside them for a few days to answer questions. Also, there is an assist button that they can push so that a supervisor can be able to answer questions for them. The operators can also call a service representatives when a customer needs special assistance, and if an after-order problem arises they can call customer service for assistance.
Service representatives are randomly monitored and evaluated on a continuing basis. Supervisors listen to at least 4 calls for each service representative each month, fill out monitoring forms for these calls, and provide feed-back to the service representative.
One indicator of customer service quality is the speed of the call. Landsy’s goal is to answer 90% of calls within 20 seconds of its being placed. The average answering speed is 5 seconds. An automatic call-distribution system in each of their phone centers allows Landsy to monitor each center and shift more calls to any of the centers when the need arises.
Call duration (talk-time) is also monitored. The company ensures that there is not a system problem or that operators are not becoming too talkative which the customers do not like either.
Landsy takes customer comments very seriously. Positive and negative customer phone comments about service representatives are logged and, on a monthly basis. In 2019 for example, 10,000 comments were logged.
Looking at the system and process described at Landsy Company, what management tool is best to be applied to improve the quality of their services? Justify your answer.
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