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FA 7 is responsible for customer service at petGRO. Their role is to manage customer relationships, resolve complaints, and ensure customer satisfaction, which is the most important function at petGRO. Recently, petGRO has outsourced their call center specialists to lower costs while expanding, making the division more organized and efficient by eliminating paper records. This has reduced the customer service staff from 28 employees to 13.
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- 1. Functional Area Primer – Customer Service (FA #7) Role and Responsibility Presentation
- 2. Introduction • Who are we? • FA 7 is responsible for Customer Service. • What is customer service? - defined as the process of ensuring customer satisfaction with a product or service. • Shifts: 5 staff – 8 AM – 4 PM 5 staff – 12 PM – 8 PM
- 3. Our Role at petGRO • Manage the relationship with our customers. • Resolve customer complaints. • Most important at petGRO.
- 4. How Going E Has Changed Our Division • Outsourced our answering specialists, which has helped to lower Customer Service costs while expanding. • More organized and technologically efficient. • Helps eliminate use of paper records. • Reduced our employees from 28 to 13.
- 5. Division Chart Ima Barquer CEO I. Uze Claus Long Fang P.N. Scoop T.L. Wagg Harry Butz VP of Internal VP of Supply Chain VP of Operations VP of Finance VP of CRM Support Management Director of Customer Service Front End Administrative Coordinator Coordinator Call Centre staff Email Specialist Admin Support Help Desk Advisors Claims officers
- 6. Questions? Thank you for listening.