The aim of this paper is to identify some of the questions asked regarding a scenario related to Corporate Training Collaboration of Realtek Industries (RI). Realtek Industries involves with designing, developing and producing high-quality widgets and present those with best customer service in the market. Face-to-face training sessions are conducted for the customer service representatives on a monthly basis for providing best and innovative service to the customers. RI is also planning in conducting face-to-face meetings in which there will be a discussion on the additional questions and modern opportunities those will influence the services provided to the customers. This meeting also helps the industry in collecting the information of the modern electronic products that are popular in the current market. The discussion of the modern technologies such as cloud computing, Big Data and online conferencing are also provided in the report that will help Realtek Industries in case of improving the business operations of the organization. Recommendations that may help the industry in case of providing best solutions to the questions of the representatives are also outlined in the paper.
Problem and challenges
Customer’s need and requirements are highly influenced by the invention of modern technologies and modern type of services. In case of providing essential service to the customers, many problems and challenges that are faced by the Customer service representatives of RI are addressed below:
Understanding customer’s requirement: Customer service representatives will face several problems if they are not able to acquire a modern type of services that may satisfy the customers. It will also create problems in case of generating revenue in the company. Some of the customers like to give priority to the price of the products whereas some are influenced by the quality of the products and like to purchase it at a higher price (Xiao, Liu & Ai 2010). Customer service representatives of RI should have the capability to understand the interest of the customers in case of choosing the products. If the Customer service representatives fail to understand the requirements of the customers, then they cannot be able to provide necessary service to them.
Implementation of modern technology: There are several customers who liked to get the best service through the online media and will be unsatisfied if delay takes place in case of getting the reply to their queries (Zhao & Chan 2014). RI provides essential training to the customer service departments in case of providing effective service to the customers. However, it is not sufficient to train the employees of the customer service department; it is also necessary to implement modern technologies in the department so that no problem may face by the staffs in case of providing best service to the customers (Wu & Huang 2013). Therefore, implementation of modern technology will also generate a bigger challenge in the industry.
Regarding query of the customer: Most of the customers are highly focused on purchasing the products with lower price, but their need is to get the best quality with modern technologies. Customer service representatives can face several problems in case of dealing with such types of customers (Winton & Lim 2014). Some customers are so annoying that they ask unnecessary question to the representatives regarding the quality of the products. The duty of the representatives is to be calm and try to answer all the questions of the customers without showing any disrespect behavior (Wu & Chen 2014). Therefore, effective training is necessary for the customer service representatives to deal with those customers.
Problems will take place in monthly training: Different customer service representatives will face different problems in the several segments of the customer service department (Wang, 2012). For example, customer service representatives who deal with the customers using the online system faced different problems than the representatives who deal with the customers using the offline system. Therefore, the trainer should be prepared for all types of problems faced by the customer service representatives and tried to provide effective answers to all of the questions.
All the problems those are discussed in the above sections are required to be solved in the monthly meeting so that the customer service representatives can easily handle any situation that they faced with the customers.
Demographic information is the characteristics of the people who are involved with the business that the company can use in case of doing its planning and strategies for sales and services. In this particular case, the demographic information of the customer service representatives of RI is identified (Zacher 2014). The information of acquiring training is mainly given in the case that is not sufficient for the conducting meeting. Therefore, before conducting the monthly meeting, RI is required to analyze some other demographic information about the customer service representatives. These are such as the knowledge of the representatives regarding the products; interest in serving the customers; ability to remain calm in the required situation; problems identifying and solving skill; time management skill; ability to accept the change; and verbal and written communication ability (Stahl et al. 2014). The customer service representatives required to have all of the detail information and knowledge of the products that they provide to the customers. They should have the capability of answering all types of questions such as price, quality, warranty, facilities, configuration, etc. that the customers asked regarding the products. Any wrong answer or unnecessary reply may confuse the customers and their trust regarding the company may be reduced.
The company’s representative may serve the customers effectively only if they will do their job by loving it. According to Lin & Guo (2012), it is noticed from the previous records that the customer service representatives has become successful in the case of convincing the customers to purchase the products only if he loves his job. The ability of the staffs of the customer service department in case of remains calm in arguing or answering the customers is necessary to be known to the management. This ability is necessary to provide effective service to the customers. The problem identifying and solving skills are necessary for the customer service representatives. They should have the ability to identify the problems that are faced by the customers in case of choosing the products. The representatives should understand the need of the customers and should have the ability to provide the suitable products to the customers according to their need and requirements.
The time management skill is a necessary that a customer service representative should have. He should not spend his whole time in serving only one customer. He should manage his time in providing the same service to all of the customers arrived in the shop. In addition, the customer service representatives who are handling the customers using the online system should have a faster typing skill. They should have the ability to reply a large number of customers who are providing their queries in the website of the companies (Zacher 2014). Management should ensure that they will recruit the customer service representatives who can accept any changes takes place in the rules and regulation of the industry. The ability to accept change is essential to have to all of the employees of the organization. The most important characteristic that a customer service representative should have is the communication skill (verbal and written). Verbal communication is important to the customer service representatives present in the offline stores of the company. It is also important to the sales person who is traveling house to house for selling the products. Written communication skills are necessary to have to customer service representatives, handle the online services provided to the customers.
This demographic information of the customer service representatives should be known to the management of the company for recruiting effective customer service representatives in the organization (Kuze, Kominami & Murata 2014). Effecting training and recommendations are also required to be given to the customer service representatives regarding using all these skills in their work when necessary.
The meeting will be very much effective for the trainers and the customer service representatives. From the conducted meeting, the trainer will get the opportunity to understand the problems faced by the customer service representatives in case of handling different types of customers (Khoshnoodi, Fazlollahtabar & Mahdavi 2013). It also helps them to find new ways to solve the problems if there will be any new problems arise which is not faced by the representatives in the previous time (Scarbrough et al. 2013). Hence, the solutions regarding these problems can also be identified to prevent it from happening again. For example, if it is seen that the customer service representative faces some problems in dealing with the customers by providing them the quality and characteristics of the new products, then the trainer may suggest them to keep the details in the stores by the source of both hard copy and soft copy.
The customer service representatives will get several advantages regarding the improvement of the ability in providing best service to the customers. Customer service representatives can also improve their skills and knowledge from this meeting. The answer to the discussed problems that are faced by the customer service representatives in case of dealing with the customers will be provided in the meeting. Moreover, some other answers may also be helpful for the customer service representatives in case of dealing with different types of customers in both online and offline field. These questions are such as
Q1: How the representative can deal with the customers who are providing their queries through the online system if the delay occurs in replying because of network problem and the customers are not ready to understand the problem and blame the representative for the delay (Kahlon, Neal & Patterson 2014)?
Q2: What is necessary to do in the situation when customers provide a bad review to the service of the representatives after getting a good response from them (Kuze, Kominami & Murata 2014)?
Q3: What electronic equipment may be helpful to be taken with the customer service representatives in case of receive to the customer house for selling the products? Is it will be useful to carry all the gadgets with him, or the prototype should be taken with him?
Q4: How the modern technologies implemented in the organization will be helpful more than the older one?
Q5: How the experience of using the old technologies may be used to handle the new technologies?
Q6: What are the other strategies that the customer service representatives may use in case of convincing the customers to buy the products?
Q7: Is it necessary to collect the feedbacks of all of the customers? What problems will takes place if feedbacks of some of the customers are missed to be taken?
Factors that needs to consider for making Recommendation
Cognitive behavioral therapy (CBT)
Cognitive behavioral therapy is a kind of recommendation that can be drawn to address the problem of customer service representative for remaining calm in the different situation. The trainer of RI should train the customer service representative by the way of cognitive behavioral therapy (Zhao & Chan 2014). This theory will be helpful for the customer service representative for removing stress and anxiety that they face in convincing the customers. As RI provide a widget, and there are many companies who also provides widget so the customer service representative are to convince the customers a lot in making their product as competitive (Faustino et al. 2015). In such a situation the customer service representatives are to feel a lot of anxiety and pressure. Although CBT cannot remove all problem, but it can show the way of dealing with the problem so that the customer service representative can remain cool in a different situation.
A quality circle is considered to be a participative management process that would be very much helpful in solving the problems of the customer representatives of RI in identifying the problems and solving them. Customers service representative of RI sometimes faces the problem of identifying the exact needs of the customers. It is the common trend of the customers to be confused with various technological products. So the customer representatives are to identify what product will be best suited for which customer and offering that product to that customer. Quality Circle should be adopted for the customer service representative of the RI, where the management should allow the customers service representative to enlist them in discussing the actual problem faced by them and finding a solution to that problem related to their service (Sinha et al. 2012).
Being available at time and creating customers
It is the part of personal touch that the management of RI should train to their customer service representatives for time management. In the case of online delivery of the widget, the management of RI should suggest the representatives to deliver the product at an exact time and to meet occasionally the customers personally. Management should teach the representative the way of self-monitoring, in which the representatives would analyze themselves on how much time they are spending on which customer and after that making a note of changing point they require (Dou & Zong 2014). In a case of time management, the representative should prioritize the urgency of every obligation. It is very important because the allocation of time to really important obligation would minimize the time involved in unimportant obligation. Management should assign a particular representative to a particular customer so that they can make a good relationship with each other.
Every customer is different from each other. Especially the customers of technological products are different from each other as there are various technologies available in the market (Wu & Chen 2014). In such a situation, RI faces a lot of different customers that the customer service representatives are to face. The customer tends to change from one week to other. Management who are providing training to the customer service representative should train the representatives in handling surprises, changing moods of customers and adopt these changes accordingly. It should be one of the most effective learning processes of the customer service representatives training program.
Improving verbal communication
As it has been seen from the case that representatives of RI are very proficient in technology they have a deep knowledge about the modern technology (Alatiq 2014). The representatives sometimes talk to the customers by using such technical jargons that are impossible for the customers to understand. In such a situation the management of RI should train representative about using understandable language that the customers understand if the customers lack technological knowledge. The management should also train the representative for being clear and concise while interacting with the customers.
Different technologies can be used in case of providing best solutions to the problems that are outlined in the above section. Modern technologies are also used in case of securing the information and data present in Realtek Industries. These technologies are such as big data technology, cloud-computing technology and the online conferencing (Lu et al. 2014). These technologies are also useful in case of proving monthly training to the customer service department by collecting necessary information regarding the service provided to the customers from the internet blogs and posts.
Justification of technology selection
Big Data technology is used in many large and small organizations to solve different problems such as online service, effective communication, feedback collection and privacy and security. Big Data technology can be used to provide a clear network to the server of the organization that will help the customer service representatives to provide the best service regarding the queries of the customers. The application of the Big Data technology is very much effective in a case of collecting the feedback from the customers regarding the products from the customers of different places (DuÅŸe & Negrea 2014). The sources of these feedbacks are such as social media, online website of the company and the audio and video posted by the customers on different blogs and sites.
The Big Data technology can be implemented in the customer service department of Realtek Industries. It will facilitate the customer service department in providing better service to the customers. The information of the customer's name, address, credit or debit card, transaction, etc. is can be safely kept in the database of the organization (Haron, Sabri & Jamil 2014). None of the information of the customers can be used with the permission of the customers for the personal use of the organization. Big Data technology will solve most of the technical problems those take place in the customer service department regarding the storing and securing the data of the customers in the organization (Alahuhta, Abrahamsson & Nummiaho 2013). Big Data technology is also useful for searching the modern collection of the electronic resources that are used in the large organizations and are in the leading position in the international market. These electronic resources are such as database, security, electricity consumption, etc. are includes in the products of Realtek Industries to improve the efficiency of the organization.
Cloud computing is a modern technology that will help the customer service representatives to get the information of the products, anytime in anywhere (Hunter, 2013). The necessary things required regarding using the Cloud computing system in case of providing better service to the customers are such as the tablet, computer or mobile phone and the internet connections.
Cloud computing technology will solve the problems that are faced by the customer service representatives in the stores (Chen, Huang & Chen 2013). It will provide new opportunities to the customer service representatives regarding providing all details of the products that are stored in the computing system of the organization. As the customer service representatives are expert in using the activities of the computers hence, this modern technology can be easily accepted by them. No much training process are required to be given to the customer service representatives regarding using the new technology that will also reduce the total implementation cost of the system.
One of the necessary technologies that may use in the Realtek Industries in a case of conducting the meeting with all of the customer service representatives of the organization is the online conferencing (Schaefer, & Erskine 2012). Online conferencing is used in the organization so that the meeting can be conducted at the same time with the employees present in different places. Using this technology there will be no necessary for conducting the meeting in a larger place. The essential things that are required for conducting the online conferences are computer or mobile, internet facility and an efficient place from the available employees. The applications that can be useful in case of conducting the online conferences in Realtek Industry are Skype, Video Conferencing, etc. The online conferences may be helpful for the employees or the executives those are unable to reach the organization where the main meeting is conducted.
The conclusion that can be made from this report is that modern technologies will help Realtek Industries to solve several problems those take place in the customer service department of the organization. These modern technologies are such as big data technology, cloud-computing technology and online conferencing. These technologies will help the organization to conduct the monthly meeting easily in anywhere. It is also given in the report that these technologies are very much useful in case of finding out the solution of the problems and the questions of the customer service representatives of the Realtek Industries regarding the service provided to the customers and the operations of the business.
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