Improving Customer Service Essay

3436 Words Jun 23rd, 2007 14 Pages
Running head: IMPROVING CUSTOMER SERVICE

BAKER COLLEGE
CENTER FOR GRADUATE STUDIES
On-Line Masters of Business Administration

Assignment for course: BUS 576 Training and Development
Submitted to: April Flanagan
Submitted by: Chieoma Shabazz
Location of Course: On-Line
Date of Course Meeting: December 11, 2006
Date of Submission: December 11, 2006
Title of Assignment: Improving Customer Service

Certification of Authorship: I certify that I am the author of this paper and that any assistance I received in its preparation is fully acknowledged and disclosed in the paper. I have also cited any sources from which I used data, ideas or words, either quoted directly or paraphrased. I also certify that this paper was prepared
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All training, with the exception of management leadership classes, is conducted by an in-house training department. Members of this department have been employed by the agency 15 or more years and are therefore, extremely equipped with technical knowledge of job tasks.
Problem
Although agency employees are provided with extensive information concerning procedures for processing unemployment insurance claims and for assisting employers and claimants with job placements, many complaints are received on a weekly basis concerning unsatisfactory customer service and customer service training is not presently being offered by the agency. A large number of received complaints are centered around staff member attitudes and claimants being excessively transferred to various people when calling in with questions. It seems that either staff members are not able to answer questions appropriately or the switchboard operators are routing calls to inappropriate workers. As seen in Handout 1, acts of this nature are included in the top causes of customer dissatisfaction. Also, due to state budget freezes, many offices are understaffed which leads to remaining staff members having to take on multiple roles.
Taking on multiple roles will create the atmosphere of being overworked and underpaid, which ignites angry staff members who become inpatient with and sometimes intolerant of customer needs and requests. Handout 2