Essay Customer Service Ars

2419 Words Aug 17th, 2012 10 Pages
Final Paper

MADS 6662

Automated Telephone Support: A Downfall in Customer Satisfaction

Fairleigh Dickinson University

Presented to

Leo P. McGuire, MBA

Presented by

(Paper Group 1)

Chase Diprossimo Dunaway

Nancy Mayer

Carolina McCann

Amy Yan

Javier Torres

September 1st 2012

TABLE OF CONTENTS

|INTRODUCTION…………………………………………………………………………………………………………… |iii |
|BACKGROUND…………………………………………………………………………………………………………….. |iii |
|CURRENT THINKING/ISSUES…………………………………………………………………………………………
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In short, the customers frustrated by automated telephone support have found the customer service approach to be ineffective and at times inaccurate to address and solve their issues. The purpose of this essay is to show, via literature research and personal experience, how automated telephone support is affecting customer satisfaction, where some customers see such approach to be impersonal, and at times difficult to navigate. In addition to our illustration on how automated telephone support is ineffective for some customers, our paper will also provide tips on how organizations could attain customer satisfaction by providing effective customer service.
Background
Many organizations incorporate automated phone systems to take calls or screen customers that have questions or concerns. Though, it is convenient for the organization, one can question how convenient it is for the customer? In fact, many customers are frustrated. They find it difficult to navigate the automated system and often feel their time is being wasted when using an automated system to solve their problems or answer their questions. In our opinion, automated phone systems are not always effective at providing a high quality service to the customers. In short, many companies implement such automated systems to reduce costs by eliminating the need for customer

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