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CUSTOMER SERVICE CRISIS AT CCS By chris eleftheriou CUSTOMER SERVICE CRISIS AT CCS Introduction It has come to our attention that there are severe discrepancies with our customer services There have been many complaints over the last 12 months about delays malfunctions missing parts no answer when calling for help rude treatment overcharging and so forth A few resolutions were implemented however these problems still persist Purpose and scope Due to these problems we were all assigned to produce a report that not only explains the data of our research but also come up with constructive solutions to solve the problems and gain back the confidence with our customers Sources and Methods In preparing this report the management department of CSS has made internal and external surveys to access the situation We the managers of CSS form the research we have made we found some significant findings and we have present them in charts to help us to understand this serious problem about the customer crisis that our company has We have analyzed these figures and we have make suggestions and solutions so the customer crisis will resolve Report Organization This report reviews the extent of our customer complaints over the last 12 months and recommends measurements to reduce the problem We have reviewed each complaint individually Figure 1 Customers complains over the last 12 months Delays in responding After analyzing the internal and external surveys it came to our attention that the largest complaint from our customers was our customer services delay in responding This includes our delay when answering calls and implementing solutions to our customers complaints whether be with our products or services To be exact 30 or our complaints are to do with this After extensive external research we concluded that a Voice Activated Answering Machine VAAM would effectively solve this problem This smart device operates via tone touch phones It acts as an operator allowing our
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