The booking was then confirmed whatsapp and telephonic call jones
Case Brief
To ensure a quality work done as per his requirements, Mr Jones had contacted the company myassignmenthelp.net 1 month prior to make a reservation with a customer support staff member who appeared to be very professional. The booking was then confirmed by whatsapp and telephonic call to Mr Jones, 1 week prior to the deadline date.
On the day of deadline Mr Jones contacted the website to deliver his assignment; however they found there was no booking in their name. Staff were unable to locate any booking information. Mr Jones was asked whom he had spoken to, to make the booking and provided the details of staff; however this was somehow shrugged off and he was asked to wait to “see whether his work delivery could be arranged”.
Your task: Address each of the following questions relating to the case study.
Identify Mr Jones’ customer needs and expectations in this case study. What would a customer on each occasion when visiting the website myassignmenthelp.net ?
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It mean campany’s Staff has to be improve their working process. They must be find out the GAP (reason) behind the mistake. |
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As per me in the case of Mr Jonas, There is a gap in between the costomer service system and the booking system. There are some reasons mentioned below on which we can work and provide the services better to the cliets. Server Issuse : due to some server issue the reservation was not booked |
You are required to develop a policy and procedures for each of the following problem areas which were evident:
Bookings
Each policy needs to include:
The policy name
How will this policy and its effectiveness be monitored and evaluated?
To whom will this policy be made available? How?
Check the details in proper way of client.
It should be re-confimation process. Wether the booking is taken on call or whatsapp.
Whenever a visitor visit on website we should follow these steps.
Do revert in short time.
Team leader must check the details.
This procedure have to be follow the Team Leader.
Re comfirm the details from the client.
Share the major details with client.
Update your clients.
Give the reminders to the assignment handler.
These procedure should be followed by a person who is generating the lead.
Dealing with complaints
This procedure should followed by the inside support team of the management.