Assignment_Unit06.docx MT221 Using Analytics on the Job Purdue University Global MT221:

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Assignment_Unit06.docx MT221 Using Analytics on the Job Purdue University Global MT221: Customer Service Using Analytics on the Job Customer service is the support of customers by professional c... ustomer service providers. A case scenario of Allendale Technology (AT) company with three customer service representatives (CSRs) who interact with customers through phones and social media can be taken. Determining customer service problems, causes of the analytics patterns, and how the company would address them using customer service skills are vital. Customers encounter problems when contacting AT companys CSRs through social media and phone. The limited time of service, 9 hours for five working days, is one of the problems. The CSRs are inadequately trained on social media information. The reluctance of most CSR to seek help is another problem of customer service in AT. The data as seen from the analytics patterns result from the CSRs skills in customer service. Training of the CSRs is averagely low since they get minimal support from ATs leadership. The CSRs have resting periods since they offer services on working hours and days, which is a high benefit. From the high benefit, CSRs rate their skills high, and they feel valued. India CSRs were not helpful since most CSRs are reticent. AT company can address the problems its customers face when seeking services by applying customer service skills. The CSRs need to be personal with customers by being available to serve them anytime (Abu‐ELSa. . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . .. .. . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . [Show More]

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