Research Proposal - M EMORANDUM TO JACK DANIELS GENERAL MANAGER OF CONSUMER SERVICES AT ACRONYM COMMUNICATIONS FROM TRAVIS DORSO MANAGER OF

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MEMORANDUM TO: JACK DANIELS, GENERAL MANAGER OF CONSUMER SERVICES AT ACRONYM COMMUNICATIONS FROM: TRAVIS DORSO, MANAGER OF OPERATIONS AT ACRONYM COMMUNICATIONS DATE: 1/26/12 SUBJECT: REQUEST TO CONDUCT RESEARCH ON THE BENEFITS OF SEPERATION OF SALES AND CUSTOMER SERVICE WHILE IMPLEMENTING AN EXTENSIVE CUSTOMER SERVICE TRAINING PROGRAM Attached is the proposal to show the benefits of separation of sales and customer service while implementing an extensive customer service training program. At Acronym Communications we are fortunate to be able to maintain the profitability that we are able to accomplish on an annual basis. Though this may be the case, we have had a significant decline in retaining customers that we have initially established business with, thus, a large percentage of our profits comes with only new customers. If we are able to retain our current customers along with attracting new customers, we would have a substantially higher profit annually. We have acknowledged that the steady decline of customer retention is not our services, but our service to our customers and yet, we have offered no real solution to this ongoing problem. What we must do is separate sales from customer service to personalize customer service and tend to each customers requests when there are ongoing issues with our products itself or technical issues. In doing this the benefits will be not only for our customers, who would feel as though their business is important and appreciated, but for our employees, who will feel a sort of accomplishment and self-gratification of resolving a customer’s request or issue while building a relationship with the customer. During this current economic crisis, customers are looking to reduce or even eliminate services that are deemed unnecessary. However, the constant remains that entertainment services such as:
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cable, internet, gaming and communications such as: cell phones, PDA’s, computers, and phone lines are a necessity according to our consumers. Some companies take advantage of these necessities by hoping to provide a quality product with possibly minimal cost to the customer and almost zero customer service to the customer once the product or service is bought, neglecting the customer which sends him/her in a frustrating cycle of automated systems, constant transfers, and repeating of situations by our customers all while being pressured into buying or upgrading their account when their current problem has not been resolved. This is not the customers fault nor is it the CSR’s (Customer Service Representative) fault. The CSR is doing his/her job with the task of meeting a monthly sales quota while attempting to provide quality customer service. This is a pressurized job that almost always causes the CSR to neglect the service to the customer for the sale. To accomplish our goal there needs to be an overhaul in our sales and customer service
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This note was uploaded on 01/26/2012 for the course BUSINESS Accounting taught by Professor N/a during the Spring '11 term at Kaplan University.

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Research Proposal - M EMORANDUM TO JACK DANIELS GENERAL MANAGER OF CONSUMER SERVICES AT ACRONYM COMMUNICATIONS FROM TRAVIS DORSO MANAGER OF

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