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Summary 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 customer service providers. A case scenario of Allendale$7.49
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Summary 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 customer service providers. A case scenario of Allendale
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Assignment U 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 customer service providers. A case scenario of Allendale Technology (AT) company with three customer service r...
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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 customer 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 company’s 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 AT’s
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
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