Scribd
Upload
52 views

Internshala assignment

Uploaded by

creiveness
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
52 views

Internshala assignment

Uploaded by

creiveness
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 2

• Summary Report -

By analytics the quality of the customer support, I found that the customer
support representative gave a good product description and communicated well
with the client. The representative was able to address customer inquiries
effectively and provide accurate information. However, there were a few areas of
improvement identified:

1. Knowledge about the product - The representative faced a lack of information


about the product , which led to delays in solving the problem of the customer . I
recommended that additional training should be provided to improve product
knowledge.

2. Inconsistent responses - There were instances where the representative


provided conflicting information or responses to customers. This inconsistency
can lead to confusion and dissatisfaction among customers. More training on
maintaining consistency in responses is advised.

3. Managing and handling the difficult customer - The representative seemed to


have difficulty handling more challenging customer interactions. Training or
coaching on de-escalation techniques and conflict resolution strategies may be
beneficial.

Feedback for the Customer Support Representative -

The customer support representative gave a good potential and demonstrated


good customer service skills. However, there are some areas that require
improvement for a more consistent and effective customer support experience. I
recommend some training and development program for the representative
which will help the representative with the product knowledge and increase the
consistency of the representative.

• After analysing the quality of the customer representative i will rate Call 1

( 7 out of 10 ) and Call 2 ( 5 out of 10 )

• Suggestions for Improvement -

1. By organising a product related program for the representative which help the
representative in knowing more about the product.
2. Provide a session on maintaining consistency for providing a good and
practical response to the customer.
3. By providing a coaching or program which will help the representative in
dealing with different types of customers and different scenarios.

In my opinion these are some training and improvement program which can be
provided to the representative for good customer response.

You might also like