Customer Relationship Management Process †MyAssignmenthelp.com

Question: Discuss about the Customer Relationship Management Process. Answer: Introduction: Customer called the customer service but the call was delayed for almost 30 minutes and did not receive any valuable reply. Customer called a few days later and still received no helpful reply. Customer sent an email and received a reply. Customers phone services were terminated. Customer came to pay for the services in person but the waiting line was very long and therefore took longer time than anticipated. Customer was served by a disrespectful and rude employee. Customer was charged a penalty for not paying for the services in time. Phone services were not reactivated until two days later. XYZ should increase and improve the qualifications of the employees in all departments and fields. This will help the business increase its effectiveness and efficiency. For instance, when it comes to serving their customers at a faster rate, getting people to activate the customers services after payments early enough or rather immediately, to work on the replying of the customers emails and phone calls requires more qualified, experienced and people with expertise. By increasing the quality of the employees, the business will be able to provide better services to the customers. XYZ business should work on the process of replying customers emails in not more than 24 hours after receiving their queries. This will help them update the customers of their accounts status and will also help the customers know whether their complaints have been received and solved or not. This improve the communication methods between the customers and the business. XYZ should improve on its communication methods and techniques. For instance, notify its customers early enough if any penalty is supposed to be imposed on them. This will enable the customer to prepare themselves financially when they will be paying for the services, notifying the customers about their service due dates and if their payments has been received among other things. A user guide is a manual that is supposed to help people using a certain system. Technically, it helps these people perform their duties without much hitches. Just as the name says, it guides them on what to do and at what time. This question contains a user guide that is to be used by customer care persons in XYZ Mobile Networking Company. It is in form of a booklet but still well detailed that helps employees manage their customers (Bolumole et al, 2008) Cover- On the top most section of the cover page, a customer care will see the name of the company (XYZ Mobile Network Services), its logo and a statement that says that the brochure is not for sale. Also it contains a statement that warns the users not to share it with unauthorized personnel which means that if not in use, it should be kept in a safe place. At the far edge of the cover, there is the executive managers signature and the date to indicate that the document is legal and more so is professionally authorized for use. Company: A customer care will see the companys motto, goals and objectives as well as the companys aims. This will help the user to know what they should be working towards and what they should be aiming at achieving at the end of every activity. This page also contains the signature of the senior manager indicating that the information on that page is the courtesy of the companys management team. Rules and regulations: A customer care will see most of the rules and regulations that should be followed when in the organization. this includes aspects like reporting time, closing time, lunch time, breaks or resting periods, dates of salary payments to name just but a few. At the end of the page, there is a list of punishment categories that a person is supposed to be given in case they break any rule. The consequences or punishments are numbered according to the number of the rules themselves. For instance, if the rule about business opening hour is listed as number 1, then the punishment that accompanies the breakage of such a rule is listed as number one as well. Statements Section: A contains the list of statements that should be used by the user of the document. In the case of the XYZ Mobile Networks Company a customer care will see the list of opening statements that every customer care should use whenever they receive a call from a customer. Also, there are statement listed for the opening statement whenever the employee wants to reply a customers message through email or through text message. In addition to that, a customer care will also see the closing remarks that every employee should always use whenever dealing with a customer, i.e. either on phone call or face to face conversation. At the end of the page, there is a list of consequences given for those who do not follow the rules listed above. Also, there is a human resource managers signature at the end of the page. Customers Section: In this section, a customer care will find some examples of frequent customer complaints and a list of instructions on how a customer care can handle them. This section will have only issues to do with customers complaints. The section also contains a number of people to whom the customer care can forward the issue or problem. For instance, in case of payment confirmations, the customer care can forward the issue to the accounts or finance office (Dean et al, 2010). However, at the end of the page, there is a warning showing that the issues should not always be forwarder, unless they are much more complicated for the customer care. Wishes- A customer care will see a statement that wishes a customer care a good time while working in the business and success in a customer care work. The Customer care will also see a picture of a person communicating through a phone call in the front office of the company itself. References Bolumole, Y. A., Knemeyer, A. M., Lambert, D. M. (2008). The customer service management process.The International Journal of Logistics Management,14(2), 15-31. Lambert, D. M. (2008). The customer relationship management process.LAMBERT, DM Supply Chain Management: processes, partnerships, performance. 3rd ed. Supply Chain Management Institute, 2008b. cap,2. Timm, P. R., Jones, C. G. (2015).Technology and customer service: Profitable relationship building. Pearson/Prentice Hall. Spencer-Matthews, S., Lawley, M. (2007). Improving customer service: issues in customer contact management.European Journal of Marketing,40(1/2), 218-232. Dean, A. M., Terziovski, M. (2010). Quality practices and customer/supplier management in Australian service organisations: untapped potential. Rogers, D. S., Lambert, D. M., Knemeyer, A. M. (2004). The product development and commercialization process.The International Journal of Logistics Management,15(1), 43-56. Croxton, K. L. (2008). The order fulfillment process.International Journal of Logistics Management,14(1), 19. Sawy, O. A. E., Bowles, G. (2009). Information technology and customer service.ButterworthHeineman, Oxford.