Customer Support Management for Maintenance - myassignmenthelp

Question: Discuss about theCustomer Support Management for Planning and Maintenance. Answer: My prime role as a customer support officer at ABC e-commerce involves linking the clients to the company. The clients make inquiries about matters regarding the correct use of a product or its cost effectiveness (Verhoef Lemon, 2013). In many occasions, I have assisted the clients in installation, trouble shooting, upgrading, planning, maintenance, and getting rid of the product. The inquiries and requests from the customers are responded to via the telephone or face-to-face over the counter. The clients result to oral communication after their efforts to make requests via written communication have failed. Notably, the oral communication is the most preferred because it gives immediate feedback and resolution. I believe that a companys reputation is determined by the services offered. After a keen observation of the customers behavior, I was able to identify some key areas that the company can make improvements in order to solve problems experienced by customers. First, the company needs to initiate training programs for support representatives (Radnor, Johnston, 2013). Some thinkers argue that training should be a continuous process rather than a one-time experience (Fleischer Read,2002). In other words, the company should conduct refresher training regularly, offer new strategies, and enhance customer service techniques among its employees. Secondly, a self-service option would offer a solution to some prevailing customer problems (Khodakarami, Chan, 2014). The self-service option offers vast knowledge to the customers regarding the company and its products. Moreover, the service enables the clients to reach the right agent who can solve their personal escalations (Fjermestad Roberts on,2015). With the use of technology, the company can be able to offer a convenient solution for its customers and enable them to get the right information when necessary. Thirdly, the company can make customer service one of its values. The company should endeavor to create and nurture a customer-friendly environment that satisfies the needs of all the clients who visit the company (Jahanshani, Hajizadeh, Mirdhamadi, Nawaser Khaksar, 2014). By creating an atmosphere of gratitude, the company will be able to attract more customers and generate huge profits in the long run. The ABC e-commerce offers a wide variety of consumer products for customers to choose from. Some of the products offered on the online platform include media items, electronics, scientific equipment, industrial supplies, and health-care items. Moreover, the e-commerce platform offers garden items, jewelry, musical instruments, and automotive (Wilson, Zeithaml, Bitner Gremler, 2012). Evidently, the company deals with a wide range of commodities. It is important to note that some of the products sold on the e-commerce platform may be challenging to use. For this reason, a user guide is essential. A user guide, also known as a manual, is a document that intends to give assistance to the users of a certain product or system. This is commonly a technical document that is created by a professional or technical writer (Lewis, 2015). The motive of this paper is to identify 5 products, provide clear instructions about how they are used and give a troubleshooting guide. The troubleshooting section will also identify possible errors and give the appropriate solutions for the same. Castor oil is used for hair and skin purposes. It is high in proteins, minerals, omega 6 and 9, and it has antifungal and antibacterial properties. It is known to reduce hair loss, enhance hair growth, and fight dandruff. For effectiveness, the castor oil should be mixed with coconut oil and applied to the dry hair thoroughly. A massage on the scalp should follow for a minimum of five minutes. After a proper and thorough application of the oil to the hair, a shower cap should be put on. In case the castor oil is not effective, the user should check the proper cleansing and application method on the label of the container. The dishwasher washes a wide variety of dishes in 4 to 6 cycles. The first step should involve loading the dishes into the dishwasher. The pans and pots should be placed at the bottom of the washer so that they can be exposed to vigorous cleaning. The plastic and fragile glassware should be placed at the top. Step two entails adding the dishwashing detergent and closing the detergent compartment. Step 3 involves selecting the appropriate cycle and pressing the start button. It is important to note that a user can save on electricity bills by ignoring the heat dry function and using air dry instead. Many users see repairing a dishwasher as a daunting task. However, this is not the case. It takes an average of 15 minutes to complete. Some of the common symptoms include noise and leakage (Schmitt, 2012). Leakage may result from a damaged pump or failure of an inlet valve. The noise may be caused by a motor bushing or the rattling of the pumps. The pressure cookers offer a quick means of preparing food. Pressure cookers offer a great way of cooking food efficiently while also preserving the nutrients. Other means of cooking destroy the vitamins and minerals. The first step involves placing the food inside the cooker. Secondly, the safety valve should be removed and then close the lid in a proper manner, then wait for the pressure to accumulate inside the cooker. Lastly, minimize the heat so that the cooker simmers without producing a whistling sound (Schmitt, 2012). Many pressure cooker users raise concerns about the accumulation of food granules in the vent pipe and loss of vapor. This is quite normal but if the vapor loss is excess, then there is a need for troubleshooting. First, the vent pipe should be checked regularly and any food particles that might have clogged inside should be removed. An electric shaver offers an efficient and convenient way of shaving. First, the user should ensure that the blade is sharp, if not so, it should be sharpened. Second, the user should hold the machine in the dominant hand to avoid injuries and cuts. The non-dominant hand should be used to tighten the skin. This also ensures that the user does not cut him or herself. Thirdly, the machine should be taken around the parts the user wants to shave. Finally, the user needs to apply a disinfectant on the shaven parts (Schmitt, 2012). In a case where the electric shaver fails to work, the user should check the power connection and the battery as well. The shaver may be sluggish at certain times. This may occur because the head is clogged or the battery needs recharging. Therefore, the head should be cleaned and in case the shaver uses a rechargeable unit, it should be recharged. An airbed is a perfect option for outdoor, camping, and home purposes. It is long lasting if the user is cautious when handling it and follows all the precautions. The first step before using the bed involves removal of the air tight stopper from the mattress. There is a valve below the stopper that prevents air leakage. Secondly, the appropriate adapter should be attached to the mattress pump to enhance the speed of inflation and then put the valve into the valve. Finally, inflate the bed to the desired capacity. One of the main problems that the air bed users face is leakage. To check the airbed for possible air leaks, the user should first ensure that the valves are secure and make a replacement if need be (Driscoll Jr, Rodrian, Hrobar Riley, 2014). The user can also try applying liquid soap on the bed and check where the bubbles appear. After the leakage part is noted, it should be sealed using a repair patch. References Driscoll Jr, D. D., Rodrian, J. A., Hrobar, S. M., Riley, J. J. (2014).U.S. Patent Application No. 14/571,834. Fjermestad,J., Robertson,J.N. (2015). Electronic Customer Relationship Management. Hoboken: Taylor and Francis. Fleischer,J., Read,B.B. (2002). The complete guide to customer support: [how to turn technical assistance into a profitable relationship. New York: CMP Books. Jahanshani, A. A., Hajizadeh, G. M. A., Mirdhamadi, S. A., Nawaser, K., Khaksar, S. M. S. (2014). Study the effects of customer service and product quality on customer satisfaction and loyalty. Khodakarami, F., Chan, Y. E. (2014). Exploring the role of customer relationship management (CRM) systems in customer knowledge creation.Information Management,51(1), 27-42. Lewis,M. (2015). Customer Support Operations. Wiley Encyclopedia of Management, 1-2. doi:10.1002/9781118785317.weom100119 Radnor, Z., Johnston, R. (2013). Lean in UK government: internal efficiency or customer service?.Production Planning Control,24(10-11), 903-915. Schmitt, P. (2012).U.S. Patent No. 8,177,918. Washington, DC: U.S. Patent and Trademark Office. Verhoef, P. C., Lemon, K. N. (2013). Successful customer value management: Key lessons and emerging trends.European Management Journal,31(1), 1-15. Wilson, A., Zeithaml, V. A., Bitner, M. J., Gremler, D. D. (2012).Services marketing: Integrating customer focus across the firm. McGraw Hill.