Customer Service

Scenario: 
You are a general manager with a service company. You are hearing comments from your sales group that customers are unhappy with your company. The comments range from poor service, missed assignments, to technical failures. When you ask for specifics, you get a general view of dissatisfaction from your sales group but not a clear view if there is an issue. You have met with several of your large customers in the past few months and they have not indicated that there is an issue. If anything your impression from customers is that things are going well. Your company is growing and there are new customers and some new sales people.
Role:  Would you investigate customer complaints further? If so, how would you proceed to understand if there is a problem with service?

Players
Bob Yeader, Sales Manager
We need to take these complaints seriously. Our customers are our most important asset. Let's put a team together and get to the bottom of this. We need to improve immediately. I am spending way too much time talking to our sales group on how to handle these customer complaints.
Dori Lately, Operations Manager
There is nothing here to investigate. It's a normal customer interaction. If anything our sales group needs more training on how to handle customers. It seems to me that most of our problems come from new customers and new sales people. We have not changed anything as to how we service customers and have not had issues in the past. Let's work on training our sales group. Everything will be okay.
Jennifer Garland, CFO
I have to agree with Dori. The dollars we're spending on customer complaints is small. I don't see the issue here. Maybe if it got to be a significant number I would recommend we do something, but as it stands now, let's continue business as usual.
Monica Milton, Customer Service Representative
I think we have a problem. I know the dollars are small but we are spending a lot more time resolving issues and we have already lost some of our new customers. They're a small part of our business but we expended a lot of energy to get them. It seems to me their expectations are higher than some of our other customers. Now that I mention it, I think some of our current customers are asking about more and better service also.
Phillip Fried, Service Manager
Don't go ask customers about problems. It is the fastest way to upset them. They'll wonder if they have problems. They'll look into what we are doing more closely and start making mountains out of molehills. We did this once before when we called customer and asked them if they had any problems. It was a disaster.
Deliverable
Given the scenario, your role and the information provided by the key players involved, it is time for you to make a decision. If you are finished reviewing this scenario, close this window and return to this Week's You Decide tab, in eCollege, to complete the activity for this scenario. You can return and review this scenario again at any time.

Assignment
Read the You Decide scenario and decide on a response. Your goal is to identify the critical issues in the scenario and determine how you would resolve. Write a report correctly formatted of at least 125 words. Drop the report in the DropBox. Remember to run the spelling and grammar checker on your work before turning it in.

Category	Points	Description
Gather data	15	Demonstrate a strong grasp of the problem at hand. Demonstrate understanding of how the course concepts apply to the problem.
Analyze complaints	15	Apply original thought to solving the business problem. Apply concepts from the course material correctly toward solving the business problem.
Readability	5	Write your answer clearly and succinctly using strong organization and proper grammar. Use citations correctly.
Total	35	A quality paper will meet or exceed all of the above requirements.