Case - Welz Business Machines.pdf - Welz Business Machines 1 Welz Business Machines sells and services a variety of copies computers and other office

Case - Welz Business Machines.pdf - Welz Business Machines...

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Welz Business Machines1Welz Business Machines sells and services a variety of copies, computers, and other office equipment. The company receives many calls each day for service, sales, accounting, and other departments. All calls are handled centrally through customer service representatives and routed to other individuals as appropriate. A number of customers complained about long waits when calling for service prompting a market research study, which found that customers became irritated if the call was not answered within five rings. Scott Welz, the company president, authorized the customer service department manager, Tim, to study this problem and find a method to shorten the call waiting time for its customers. Tim met with the service representatives who answered the calls to attempt to determine the reasons for long waiting times. The following conversation ensued: Tim: This is a serious problem; how a customer phone inquiry is answered is the first impression the customer receives from us. As you know, this company was founded on efficient and friendly service to all our customers. It’s obvious why
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  • Fall '08
  • Staff
  • Sales, Tim

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