Question SubjectPreinterview worksheet for career exploratio

Question: Subject:Pre-interview worksheet for career exploration

Customer Service: Describe a process or system that you improved so customers would be better served. describe under following points.

a. context

b. action

c. result

Solution

Context: Customer service is an important part of any established business along with the frontline sales. In any sector like automotive,retail and e-commerce etc we contact to customer service department in our daily life. Whether we have some problem in your mobile network or in your car or internet service customer service plays an very essential role to serve the user or customer.

Action: To improve our customer service, we have created a toll free no and the call centre. Initially we had provided the contacts of our executives to the customers. However what happened was a chaos as we had a large customer base more than 500. Customer called a particular executive who was already in some other area or he was talking to some other customer. This was hampering our sales and image in the market.Then we realised the need of dedicated Customer service system to support in context of our portfolio.We have provided toll free no, centralised contacts and developed complaint management system.

Result:Initially, we were not able to distinguise the results but later experienced great outcomes. We get to know our weaknesses in terms of response time, product,approach towards the customer etc.We have done many cross functional meetings to improve our product as per market needs. With better customer service we were able to capture a great chunk of the marketshare and we are still growing.