Customer Service Assignment

Sep 3rd, 2017
Anonymous
Category:
Business
Price: $10 USD

Question description

A new company called Business Executive has been in business just one year with miraculous success. Their newest product, a laptop bag that has built in legs and allows the business person to simply unzip the bag and fold down the legs obviously needs some changes. Customer service has been inundated in the last 48 hours since the launch of product 7 on their website. There were presales allowed for priority customers with promised arrival of their new laptop bag and stand on the day of launch in Los Angeles. The customer service analytics started populating from the pacific time zone and rolled out across the world with just a 10-15 minute delay. This company has stores in various major airports throughout the world and a website where their customers are located. Their call centers are located in Los Angeles, CA, Des Moines, IA, Albany, NY, the United Kingdom, Spain, Brazil, Cost Rica, France, Germany, India, Hong Kong, and South Africa.

Follow along with the comic book to see the results of this product launch from the customer service standpoint. After reading the comic book and analyzing the analytics, fill in the comic book using the information from the CSR Tool Belt. Begin interacting with the comic book. When you are ready be sure to choose “submit” in order for your instructor to be able to grade your submission.


Unit 9 Assignment Page1 A new company called Business Executive has been in business just one year with miraculous success. Their newest product, a laptop bag that has built in legs and allows the business person to simply unzip the bag and fold down the legs obviously needs some changes. Customer Service has been inundated in the last 48 hours since the launch of the new product (Product No.7) on their website. There were presales allowed for priority customers with promised arrival of their new laptop bag and stand on the day of launch in New York. The metrics started populating from the Eastern time zone and rolled out across the world with just a 10-15 minute delay. This company has stores in various major airports throughout the world and a website. Their call centers are located in Los Angeles, CA, Des Moines, IA, Albany, NY, and outside the United States in: the United Kingdom, Spain, Brazil, Cost Rica, France, Germany, India, Hong Kong, and South Africa. Unit 9 Assignment Page2 Follow along in the comic book to see the results of this product launch from the customer service standpoint. At the end of the scenario, decide how you would respond to the boss and colleagues in the PowerPoint presentation. You can use any of the time zone converters available on the Internet to see what the difference is in the time zones. Business person on her cell phone to the customer service team day 1: Customer #1 from New York at 12: 05 p.m.: I want you to know we practically had an accident! We were on our way to a client when all of a sudden the laptop slid over to the driver’s side…What a fiasco! You’ve got to do something about this! CSR #1 in Des Moines, Iowa: Don’t worry we can refund your money… no worries…It must have been a glitch in that particular batch of product. We will send you back your money as a gift card for future purchases. Thanks for calling! 2nd call to the customer service line within minutes of the first call to Customer Service. Customer #2 from Miami, FL at 12:15 p.m. : Hi there, Business Executive , well I’m calling to tell you that this stand just is not good! I had it open and the laptop slid into the person’s lap who I was sitting next to on the plane… very embarrassing! CSR #2 in Albany NY: Hi there, what seems to be the trouble? We have had no reports of any problems with this product. How about if I send you a new one free of charge? Customer #3 calls in from Dubai to the call center in Almeria, Spain. Customer #3 from Dubai, United Arab Emirates at 8:25 p.m. (12:25 p.m. ET) What is going on? I just had a really bad experience while giving my lap top presentation to some clients as all of a sudden one of the legs on my lap top gave out and almost completely destroyed not only my presentation on my laptop, but the laptop itself. IF I lose this account I am going to be really upset! CSR #3 in Spain: I am sure this is just an anomaly, but we would like you to know we appreciate your business, and at no charge to you, we are going to send you a travel voucher to shop at any of our stores on line or at the airport for any merchandise you wish or you can get another laptop bag stand if you wish… Customer #3 calls in from Dubai to the call center in Almeria, Spain. Customer #3: That is fine but are you going to fix this thing? CSR 3: Well we will certainly be glad to if you want to just drop it off at the Dubai airport store, or any of our stores we will replace it for you at no charge. Unit 9 Assignment Page7 Within minutes of the first 50 calls into all the customer support centers in the U.S., Costa Rica and Brazil, these were the metrics showing on the Customer Service screens when an inquiry was made by the CSR Director. Proceed to the analytics slide… Page8 Unit 9 Assignment 450 400 L.A. IA 350 Costa Rica 300 Brazil NY 250 UK 200 France 150 Spain 100 Germany India 50 Hong Kong So. Africa 0 Customer Calls: Product 1 Customer Calls:Product 3 Customer Calls: Product 4 Customer Calls: Product 7 12:30 p.m. ET, the company President is advised of a problem by the CSR Director. The President sends a text message to the CSR Director’s cell phone: Please advise how to handle this problem in a presentation today at 2:30 p.m. in my office with the heads of Production and Marketing. Unit 9 Assignment Page9 The Customer Service Director receives the text and begins his analysis using his CSR tool belt: Insert your answers below. 1) The synopsis of the problem: Priority 1: Priority 2: Priority 3: Unit 9 Assignment 2) Addressing the target customer’s need: 3) Page10 Unit 9 Assignment 4) Action plan: Submit your comic book with your original responses to the Dropbox before the end of the unit. Page11
Unit 9 [AB221: Customer Service] Assignment Rubric Unit 9 Assignment Grading Rubric Possible Points 45 Points Earned Specific Paper Objectives: Address the Assignment Checklist (80%) demonstrating analysis and critical thinking concerning the scenario provided.    Based on information from the CSR Tool Belt, complete the comic book regarding the scenario detailing the synopsis of the problem. . 12 Based on information from the CSR Tool Belt, complete the comic book regarding the scenario detailing the customer’s needs. 12 Based on information from the CSR Tool Belt, complete the comic book regarding the scenario detailing the action plan to address the situation. 12 Subtotal: 36 Writing Style, Grammar, APA (20%) Grammar and Spelling are correct 4 The comic book is completed in full and properly addresses the scenario 5 Subtotal: 9 Total 45 1
Unit 9 Assignment Page1 A new company called Business Executive has been in business just one year with miraculous success. Their newest product, a laptop bag that has built in legs and allows the business person to simply unzip the bag and fold down the legs obviously needs some changes. Customer Service has been inundated in the last 48 hours since the launch of the new product (Product No.7) on their website. There were presales allowed for priority customers with promised arrival of their new laptop bag and stand on the day of launch in New York. The metrics started populating from the Eastern time zone and rolled out across the world with just a 10-15 minute delay. This company has stores in various major airports throughout the world and a website. Their call centers are located in Los Angeles, CA, Des Moines, IA, Albany, NY, and outside the United States in: the United Kingdom, Spain, Brazil, Cost Rica, France, Germany, India, Hong Kong, and South Africa. Unit 9 Assignment Page2 Follow along in the comic book to see the results of this product launch from the customer service standpoint. At the end of the scenario, decide how you would respond to the boss and colleagues in the PowerPoint presentation. You can use any of the time zone converters available on the Internet to see what the difference is in the time zones. Business person on her cell phone to the customer service team day 1: Customer #1 from New York at 12: 05 p.m.: I want you to know we practically had an accident! We were on our way to a client when all of a sudden the laptop slid over to the driver’s side…What a fiasco! You’ve got to do something about this! CSR #1 in Des Moines, Iowa: Don’t worry we can refund your money… no worries…It must have been a glitch in that particular batch of product. We will send you back your money as a gift card for future purchases. Thanks for calling! 2nd call to the customer service line within minutes of the first call to Customer Service. Customer #2 from Miami, FL at 12:15 p.m. : Hi there, Business Executive , well I’m calling to tell you that this stand just is not good! I had it open and the laptop slid into the person’s lap who I was sitting next to on the plane… very embarrassing! CSR #2 in Albany NY: Hi there, what seems to be the trouble? We have had no reports of any problems with this product. How about if I send you a new one free of charge? Customer #3 calls in from Dubai to the call center in Almeria, Spain. Customer #3 from Dubai, United Arab Emirates at 8:25 p.m. (12:25 p.m. ET) What is going on? I just had a really bad experience while giving my lap top presentation to some clients as all of a sudden one of the legs on my lap top gave out and almost completely destroyed not only my presentation on my laptop, but the laptop itself. IF I lose this account I am going to be really upset! CSR #3 in Spain: I am sure this is just an anomaly, but we would like you to know we appreciate your business, and at no charge to you, we are going to send you a travel voucher to shop at any of our stores on line or at the airport for any merchandise you wish or you can get another laptop bag stand if you wish… Customer #3 calls in from Dubai to the call center in Almeria, Spain. Customer #3: That is fine but are you going to fix this thing? CSR 3: Well we will certainly be glad to if you want to just drop it off at the Dubai airport store, or any of our stores we will replace it for you at no charge. Unit 9 Assignment Page7 Within minutes of the first 50 calls into all the customer support centers in the U.S., Costa Rica and Brazil, these were the metrics showing on the Customer Service screens when an inquiry was made by the CSR Director. Proceed to the analytics slide… Page8 Unit 9 Assignment 450 400 L.A. IA 350 Costa Rica 300 Brazil NY 250 UK 200 France 150 Spain 100 Germany India 50 Hong Kong So. Africa 0 Customer Calls: Product 1 Customer Calls:Product 3 Customer Calls: Product 4 Customer Calls: Product 7 12:30 p.m. ET, the company President is advised of a problem by the CSR Director. The President sends a text message to the CSR Director’s cell phone: Please advise how to handle this problem in a presentation today at 2:30 p.m. in my office with the heads of Production and Marketing. Unit 9 Assignment Page9 The Customer Service Director receives the text and begins his analysis using his CSR tool belt: Insert your answers below. 1) The synopsis of the problem: Priority 1: Priority 2: Priority 3: Unit 9 Assignment 2) Addressing the target customer’s need: 3) Page10 Unit 9 Assignment 4) Action plan: Submit your comic book with your original responses to the Dropbox before the end of the unit. Page11

Tutor Answer

(Top Tutor) anamae12
School: Purdue University
PREMIUM TUTOR

Good morning here :). You are always welcome to me.
The comic book is complete, see the whole slides :).

Unit 9 Assignment

Page1

A new company called Business Executive has been in business just one year
with miraculous success. Their newest product, a laptop bag that has built in legs
and allows the business person to simply unzip the bag and fold down the legs
obviously needs some changes. Customer Service has been inundated in the last
48 hours since the launch of the new product (Product No.7) on their website.
There were presales allowed for priority customers with promised arrival of their
new laptop bag and stand on the day of launch in New York.
The metrics started populating from the Eastern time zone and rolled out across
the world with just a 10-15 minute delay. This company has stores in various
major airports throughout the world and a website. Their call centers are located
in Los Angeles, CA, Des Moines, IA, Albany, NY, and outside the United States in:
the United Kingdom, Spain, Brazil, Cost Rica, France, Germany, India, Hong Kong,
and South Africa.

Unit 9 Assignment

Page2

Follow along in the comic book to see the results of this product launch from the
customer service standpoint.
At the end of the scenario, decide how you would respond to the boss and
colleagues in the PowerPoint presentation. You can use any of the time zone
converters available on the Internet to see what the difference is in the time
zones.

Business person on her cell phone to the customer service team day 1:

Customer #1...

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