Virtual

Datatronics is a worldwide, high-performance supplier of integrated resource planning solutions to many global companies. Datatronics products include products used for telecommunications, industrial controls, medical, power supply, automotive, and computer supplies. This case study assignment explores key issues and role of customer service, with respect to the US branch of the company located in Romoland, CA. It includes a comparison of customer service and customer satisfaction. Joel McGivern is the Chief Information Officer, while Matt Rubenzahl is the head of customer service center, North America. Matt is required to evaluate the status of customer service at Datatronics and provide recommendations to the Joel, the

After being confirmed in post all staff have a full induction day (refer to template) which ‘covers’ all aspects of the role including policy and legislation. They are also delivered ‘in house training’ and can access the various training on offer beyond the organisation. Areas for professional development are discussed at supervision and staff can request a particular form of training. If I feel that they need to familiarise themselves with particular aspects or need a more in depth understanding, then I will source specific training and recommend it.

4) How will the training process be and effectively help each one of my new people to achieve greater success?

Some authors say that Dells business model is successful because they offer ‘dependable support, combined with competitive prices and build to order convenience’ (Lee & Thornhill 2005). However it is argued that Dells success is falling due to a lack of investment in customer service, recently their reputation has been damaged as complaints increase (Gross 2005).

How are new employees being trained? I would expect ongoing conversations/meetings during their first 6 mos. related to OTD, CSR Follow ups, and other service expectations on a regular basis. The newbies need to understand their role in the success and growth of the company by providing excellence in customer service. Is this being done?

All Staff have to attend at least 15 hours of training each year. This is a requirement in our workplace in order to help staff keep up with business targets and refresh in areas of work.

Hints: How will you stay abreast of new developments in your industry? What new products do you have in development now, in addition to your flagship product?

Along with the initial training, staff takes part in an in house training per year. This is 2 hours long and we have a professional come into the site to do the training. The most recent training was on autism. The year prior it was self defense when dealing with physically aggressive clients. I never received the self defense course due to rescheduling on the presenters part that was never rescheduled. So in turn, half of the staff at our site did not receive this “mandatory training”.

Datatronics is a leading organization which serves their customers with Enterprise resource planning integrated solutions. Matt, leading a small team of developers at E-Z RP for fully integrated CRM/ERP/service management suit for small and medium sized enterprises. Matt’s team was working actively for sales and customer group. EZ-RP was

How is the training being conducted on existing reps and new hires currently and how much time exactly is being allocated to that activity?

Describe the company and the major initiative(s) they have planned for the next 5 years.

well as firm policies and procedures. Tomorrow morning, you begin a two-week training program on

The world around us is becoming smaller, duller and less interesting. At least for the average person the computer screen is where people go to escape the monotony of their unfulfilled lives. Virtual reality seems to be the way of the future. Creating your own world and living a life you could only otherwise dream about. Even providing treatments to the medically impaired virtual reality is a miracle technology with seemingly limitless application. However everything has a price, could this amazing creation have a hidden danger? Why would anyone want to live their real lives that are full of uncertainty, lack of

As a continued result of the company’s added tensions with software maintenance and technical support follow-up, customer and employee satisfaction has suffered greatly and employees are too preoccupied with the technical servicing that they have not been generating the appropriate sales to bring in revenue and keep the company afloat. Consequently, I have been placed as a lead investigator in researching the current business process and looking into the possibility of outsourcing the technical support process to a call center that can enhance the customer experience and assist in concert with our task force called Nerdy Tech where we can

The main call centers are PCCI, Call Me, Africatel, AVS and Center Value, which offer, maintenance and appointment services. In this ecosystem, IT companies are growing, among them