$20 Bonus + 25% OFF
Securing Higher Grades Costing Your Pocket? Book Your Assignment at The Lowest Price Now!


Discuss about the Computers R Us Case Study ?

Answer :


Computers R Us is a National Electronics Company that manufactures and retails computers. The company deals with electronics devices such as computers among other electronics like phones and tablets. There are a variety of services that the firm provides including hardware and software installation, data recovery, replacement of different computer hardware parts, and installation of anti-virus. Recently, the company started a Customer Service division that has a pivotal role in ensuring that all orders are accurately recorded, goods are distributed to the correct address, and phones answered - including all customer orders being taken and the goods sold correctly invoiced.

However, the new division is experiencing several problems that include the lack of trained technical staff, unavailability of some computer parts, and an unreliable courier service. As a result, there has been several complaints raised by customers against the kind of customer service they get (Zeithaml, Parasuraman, & Berry, 1990). Based on the complaints, it is evident that Computers R Us are experiencing a shortage of technical operators who are trained in the customer service. Additionally, the courier contracted to deliver and pick up computers among other similar parts, has not been reliable. Computers R Us has also experienced problems in parts unavailability for some computers, yet there is an overabundance of other stock items.

Taking the recent phone logs of the company into consideration, there is no way to know whether there is a common cause, if they are representative, or the implications they may have on customer satisfaction. To find a solution to these issues, the company’s management requires information on the customer service effectiveness and the impact on the satisfaction by the customers to determine the proper and necessary measures to be taken to improve the division’s productivity ("customer service and support skills training guide, references, standards, principles, call-centre management, call-centre training ideas", 2017).


To solve these problems, the Customer Service division in Computers R Us has to implement new standards, which will ensure each employee falls in line and thus act professionally to ensure customer satisfaction. The new standards will entail a code of practice for the Customer Service personnel aimed at ensuring the most significant service delivery elements are adhered to according to customers. These elements will include courtesy, timeliness, appearance, ease of doing business, quality and efficiency, and problem-solving.

Implementing new standards will increase focus and professionalism of the Customer Service staff and enhance their productivity towards customer care ultimately. The staff will learn to respect their customers’ wishes and behave in an appropriate manner when addressing them. In turn, the kind of service given to customers will grow in terms of quality through improved communication skills. Customers, on the other hand, will get served with no delays whatsoever, and if any, proper communication will follow (Kotter, and Schlesinger, 2014).

Communicating and Educating the Customer Service Team

The Customer Service team leader together with the team, have limited training in customer service that can hinder growth in terms of customer satisfaction. However, due to the problems faced in the customer service department, there is a need for a new standard that would be of great assistance in resolving the related issues.

Implementation of the New Plan and in What Time Frame

To implement the solution, the manager, whose other role is a team leader, will be made aware of the new standard given that his or her role is ensuring that all the requirements are met and achieved as per expectations. Secondly, the supervisors will be brought on board given their role of managing employees and information on behalf of the manager while overseeing the new standard being implemented. The supervisors will ensure that even the lowest ranking employees in the Customer Service division are engaged in the evaluation of the new standard. In addition to their role, supervisors have to make sure that the new code of practice standard is effected to produce the outcome anticipated. Implementing the new standard will be effective within three months considering training programs the Customer Service personnel will have to undergo (Ratcheva, 2017).

Environmental Scan

According to the study that was conducted in Computers R’ Us, several complaints were raised by customers in regards to the company’s services. Being the case, there is an existing need to address their issues that will, in turn, facilitate the retention of customers, increase related sales, and increase the number of referrals from the customers (Murphy & Cerqua, 2012).

Taking this into consideration, the company plans to implement new standards aimed at increasing the nature of service delivery amongst customers as well as guarantee them the satisfaction of the services provided. The team manager will work with the supervisor to ensure that the new standard set operates efficiently and effectively, with no problems pertaining service delivery and customer satisfaction (Griffith, 2013). 

According to Kotter, and Schlesinger, (2014), communication will take on a different dimension aimed at letting its customers blend for the benefit of the team members. Formal written or spoken communication will happen through the team manager, who doubles as the manager. Holding staff meetings can take the center stage when delivering crucial milestones concerning service delivery and customer satisfaction. Lastly, the firm may engage the customers and staff concerning the quality of services provided.


Anchoring Changes in Organization Culture

Computers R’ Us can implement the new standards and codes of practice through the use of lean structure, whereby the customer service personnel become the first people to take on and practice the system.  The staff, manager, and supervisors each have given mandates that they all ought to meet and adhere to during their engagement with the customers (Ratcheva, 2017).

Monitoring the Delivery of Services and Products to Ensure Effective Quality Standards

To monitor the delivery of services and products to ensure they effectively meet agreed quality standards, the company will constantly assess the way the new standards are both embraced and practiced in relation to the responses given by the customers and staff. In this case, the diffusion theory will apply towards letting the new set standard grow and get understood by all members of the company and particularly the customer care staff (Mahajan, 1985).

Planning and Implementing Team Activities Ensuring Customer Needs and Expectations are Met

Regardless of the amount of time and effort used in training the staff, the implemented new standard will be of great value to the company. The company will regularly check the flow of the communication skills as practiced for inefficiencies and ascertain if workers are putting into practice all the necessary training they have undergone. The report gathered before the new standard was implemented will be compared with the present report to help the management measure and know the areas that require necessary adjustments to be made (Grigoroudis & Siskos, 2009).

Resources Required for the Implementation of the New Standards

The resources required to undertake team tasks to meet required team customer service levels include training programs, time, and money. This is because there are costs that will be incurred during the time spent in training the Customer Service personnel.


In conclusion, Computer R Us will be at better position to serve their customers better providing them with the satisfaction that they need thus retaining them.  Additionally, the company will be more effective and efficient as they will be able to increase their sales and get more referrals considering they will be providing their customers with satisfactory services.


References (2017). Customer service and support skills training guide, references, standards, principles, call-centre management, call-centre training ideas. Retrieved 14 March 2017, from

Grigoroudis, E., & Siskos, Y. (2009). Customer satisfaction evaluation: methods for measuring and implementing service quality (Vol. 139). Springer Science & Business Media.

Griffith, S. (2013). Implement Customer Service Standards in the Business Services Training Package (1st ed.). Australia.

Kotter, J. P., Schlesinger, L. A. (2014). Choosing Strategies for Change. Harvard Business Review, 86(7), 1-14.

Mahajan, V. (1985). Innovation diffusion. John Wiley & Sons, Ltd.

Murphy, S. & Cerqua, J. (2012). Implementing the Customer Contact Center: An Opportunity to Create a Valid Measurement System for Assessing and Improving a Library's Telephone Services. Portal: Libraries And The Academy, 12(3), 299-314.

Ratcheva, V. (2017). Integrating Diverse Knowledge Through Boundary Spanning Processes - The case of multidisciplinary project teams. International Journal of Project Management, 27, 206-215.

Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Simon and Schuster.

Download Sample

Get 100% money back after download, simply upload your unique content* of similar no. of pages or more. We verify your content and once successfully verified 100% value credited to your wallet within 7 days.

Upload Unique Document

Document Under Evaluation

Get Credits into Your Wallet

*The content must not be available online or in our existing Database to qualify as unique.

Cite This Work

To export a reference to this article please select a referencing stye below:

My Assignment Help. (2018). Computers R Us Case Study. Retrieved from

"Computers R Us Case Study." My Assignment Help, 2018,

My Assignment Help (2018) Computers R Us Case Study [Online]. Available from:
[Accessed 11 July 2020].

My Assignment Help. 'Computers R Us Case Study' (My Assignment Help, 2018) <> accessed 11 July 2020.

My Assignment Help. Computers R Us Case Study [Internet]. My Assignment Help. 2018 [cited 11 July 2020]. Available from: has appointed best assignment experts who are wizards of words. Our writers know every trick of crafting high quality write-ups within a short period. With years of experiences, we have become one of the most prolific assignment help services in the USA. We deliver custom-made help to students with writing different types of assignments. We guarantee total need-based and timely service, and this is why increasing numbers of students prefer to buy assignment online.

Latest Marketing Samples

MKF3881 Digital Marketing

Download : 0 | Pages : 12
  • Course Code: MKF3881
  • University: Monash University
  • Country: Australia

Answer: Introduction  Tesla is American clean energy and electric vehicle company based in California. Tesla specializes in battery energy storage, electric vehicle manufacturing, and solar roof tile manufacturing (Tesla, 2020). Tesla has multiple manufacturing plants and assembly lines such as Giga factories and Nevada plants.  As of 2020, the company sells Model X, Model 3, Model S, and Model Y (Tesla, 2020).   In 2019, ...

Read More arrow Tags: Australia 29 digital marketing plan of tesla Monash University 

MKT7005 Fundamentals Of Marketing

Download : 0 | Pages : 10
  • Course Code: MKT7005
  • University: The University Of Adelaide
  • Country: Australia

Answer: Introduction  The following assignment is based on the SWOT analysis of the carbonated soft drink which has been already discussed in the previous assignment. The aim of this report is to analyse the secondary research of the company which is famous world wide as Coca Cola (SHTAL et al., 2018). The purpose of the assignment is to cater and examine the SWOT analysis from the PESTLE analysis that has been conducted previously....

Read More arrow Tags: Australia 29 fundamental of marketing The University of Adelaide 

N50212 Marketing Communications

Download : 0 | Pages : 9
  • Course Code: N50212
  • University: University Of The West Of England
  • Country: United Kingdom

Answer: Introduction The concepts of marketing as well as communication form important aspects of the various business organizations. Therefore, it is seen that the primary focus of the various business organizations in the present times is on the concept of marketing and they often take the help of effective marketing strategies to bring about the overall growth as well as the development of their concerned business organizations. The concep...

Read More arrow

BUSI330 Principles Of Marketing

Download : 0 | Pages : 2
  • Course Code: BUSI 330
  • University: Liberty University
  • Country: United States

Answer: Company Goals Ford Motor is a multinational automotive company founded by Henry Ford in 1903 and whose headquarters are based in Michigan. The company is divided into two brands, Lincoln brand which sells luxury cars and ford brand which sells commercial vehicles and automobiles ("Ford Motor Company: Company Information |," n.d.). Improving fuel economy for all products while adhering to regulations and addressing stabilizat...

Read More arrow

2512ICT Ecommerce

Download : 0 | Pages : 11
  • Course Code: 2512ICT
  • University: Griffith University
  • Country: Australia

Answer: Company Introduction Atlantic Technologies was founded in January 2017. Since then, it has been underperforming due to lack of resources. From January this year, the company is testing the market at the University of British Colombia. The company is located on Pacific Boulevard, Vancouver. Gen-connect Internet services hosts and maintain the company data. Solution  Atlantic Technologies enable university students to trade, buy,...

Read More arrow

Save Time & improve Grade

Just share Requriment and get customize Solution.

We will use e-mail only for:

arrow Communication regarding your orders

arrow To send you invoices, and other billing info

arrow To provide you with information of offers and other benefits




Overall Rating



Our Amazing Features


On Time Delivery

Our writers make sure that all orders are submitted, prior to the deadline.


Plagiarism Free Work

Using reliable plagiarism detection software, only provide customized 100 percent original papers.


24 X 7 Live Help

Feel free to contact our assignment writing services any time via phone, email or live chat.


Services For All Subjects

Our writers can provide you professional writing assistance on any subject at any level.


Best Price Guarantee

Our best price guarantee ensures that the features we offer cannot be matched by any of the competitors.

Our Experts

Assignment writing guide
student rating student rating student rating student rating student rating 5/5

453 Order Completed

98% Response Time

Howard Asuncion

LLM in Criminal Law

London, United Kingdom

Hire Me
Assignment writing guide
student rating student rating student rating student rating student rating 5/5

1592 Order Completed

96% Response Time

Jane Sima

Ph.D in Psychology with Specialization in Industrial-Organizational Psychology

Singapore, Singapore

Hire Me
Assignment writing guide
student rating student rating student rating student rating student rating 4/5

1309 Order Completed

100% Response Time

Gemmie Chen

MSc in Nursing

Singapore, Singapore

Hire Me
Assignment writing guide
student rating student rating student rating student rating student rating 5/5

610 Order Completed

100% Response Time

Cheryl Zhao

PhD in Statistics

Singapore, Singapore

Hire Me

FREE Tools


Plagiarism Checker

Get all your documents checked for plagiarism or duplicacy with us.


Essay Typer

Get different kinds of essays typed in minutes with clicks.


GPA Calculator

Calculate your semester grades and cumulative GPa with our GPA Calculator.


Chemical Equation Balancer

Balance any chemical equation in minutes just by entering the formula.


Word Counter & Page Calculator

Calculate the number of words and number of pages of all your academic documents.

Refer Just 5 Friends to Earn More than $2000

Check your estimated earning as per your ability




Your Approx Earning

Live Review

Our Mission Client Satisfaction

This is one class that I absolutely hate to do the discussion questions and assignments so this service has been the best thing every and my grades are always an A


User Id: 451554 - 11 Jul 2020


student rating student rating student rating student rating student rating

This has been such a great service and I wish I had used them last year and before this session. Makes my life much easier.


User Id: 451554 - 11 Jul 2020


student rating student rating student rating student rating student rating

Always fast turn around time and quality work. Wish I had used them the last two years.


User Id: 451554 - 11 Jul 2020


student rating student rating student rating student rating student rating

I am writing to inform you that I have received my grades for Human Growth & Development. They are as follows: Assignments 8 & 4 = 100%. Thank you for such professional services rendered! I am looking forward to a continued relationship in the futu...


User Id: 452606 - 11 Jul 2020


student rating student rating student rating student rating student rating
callback request mobile
Have any Query?