Systems in Customer Knowledge Creation †Free Samples to Students

Question: Discuss about the Systems in Customer Knowledge Creation. Answer: Introduction: The customer service officer of ABC Health, Gastro-intestine division went to visit a customer who was a physician. Dr SP, the physician was the chief of the gastronomy department of a renowned state-run hospital; he too affirmed and recommended ABC Healths products and earned 200 USD every month for the company. He was the key opinion leader (KOL) of the gastro unit of the city as well. At the time of the visit, the physician demanded an unethical stuff; he told the customer service officer that he wanted accommodation for him and for his family for a night in a certain place where he decided to stay to go to his home town. The customer service officer was in an ethical dilemma, if agreed, that would have been unethical, if not agreed, and that would have hampered the relation. He conveyed all his concern and issues to his supervisor. Administration: The administration should be strict and stay firm to all the unethical demands of the customers, it may bring in some adverse effects, the business organisations may suffer losses, but they need to understand this will help them in the long run (Goetsch Davis, 2014). In this case, the ABC Healths supervisor should understand that their customer, Dr SP was asking for something that was unethical and should not be entertained if allowed, some other physician would have taken the same advantage and even Dr SP. Policy: The rules, regulations, policies must be same for all the customers. The business organisation must make principles which each and every customer needs to follow (Bauer et al., 2013). Dr SP was a renowned physician and a KOL as well, that does not mean the companies would offer him extra advantages, he should have known the company's ethics before demanding such unethical stuff. Process: Every organisation must maintain procedures to handle their customers. The companys representatives should remain humble, polite and solve the queries with smartness (Payne Frow, 2013). In this case, the customer service officer replied with the politeness that he could not allow him the service he wanted, he also reminded the concerns related to the demand, and also the rules and regulations of the company, the physician realised though he was disappointed. Instruction guide to the video The title of the video is The six steps in a successful tech support session. The six steps involved are The Greeting- The tech support representative must not beg for any scores instead they must sound professional, respectful and authentic all the time. Active Listening- The tech support representative must take the responsibility to give value added service to their customers; they must take the callback number from the customer while calling so later in any case if the call disconnects, the tech representative can call them back (Khodakarami Chan, 2014). Gain Agreement- If a customer gives any information, it is the responsibility of the tech support representative to listen carefully and if possible must confirm it back repeating the same thing. The representative must gain agreement in this way. Apologies, Emphasize, Reassure- The tech support representative if makes mistake must apologise to their customers disconnected (The Six Steps in a Successful Tech Support Session, 2017). Emphasize- The tech support representative must emphasize as long as it is authentic, to emphasize the representative must say I understand in the other cases he must say that he was never been in the situation before which the customer faced and then emphasized that he should have felt the same way if he was in the customers position disconnected (The Six Steps in a Successful Tech Support Session, 2017). Reassure- Here the representative takes full control of the situation and solves the customers queries. Problem-solving- During the problem solving, the representative must work on the problems and during the prolonged silence period in between, the representative must be responsive and must answer back to the customer frequently by saying he is still working on it (Neslin, 2014). Resolution or confirmation- The representative will have to confirm if the problem gets solved or not, then he will have to ask if the customer is satisfied with the service provided or is there anything the representative could have done better. The video also showcases an example of how the procedures should be performed professionally. In the video the tech representative greets and let her speak the problems without interrupting her, that is the way the process of active listening must be conducted. Here he gathers her personal data and details of the problem, later in the gain agreement stage he ensures whether he understands her problem or not, in the apologize, emphasize, reassure stage he apologize and at the same time shows empathy and reassures that he will solve the problem, during the problem-solving stage during the prolonged silence he acknowledges that he is on the line so that she does not think that the line got disconnected (The Six Steps in a Successful Tech Support Session, 2017). Lastly, he confirmed that he solved her problem. It can be concluded from the above discourse that there are six steps to conduct the tech support session. This article highlighted the customer service officer facing issues, facing a dilemma while handling the customers. The article also grandstands the standards and the policies that each and every company should follow including ABC Health. References "The Six Steps in a Successful Tech Support Session: Customer Service Training 101 - YouTube",YouTube,(2017).[Online].Available:https://www.youtube.com/watch?v=OiC4gUa3xakfeature=youtu.be. [Accessed: 28- Aug- 2017]. Bauer, J. C., Schmitt, P., Morwitz, V. G., Winer, R. S. (2013). Managerial decision making in customer management: adaptive, fast and frugal?.Journal of the Academy of Marketing Science,41(4), 436-455. Goetsch, D. L., Davis, S. B. (2014).Quality management for organizational excellence. Upper Saddle River, NJ: pearson. Khodakarami, F., Chan, Y. E. (2014). Exploring the role of customer relationship management (CRM) systems in customer knowledge creation.Information Management,51(1), 27-42. Neslin, S. A. (2014). Customer Relationship Management (CRM).The History of Marketing Science,17, 289. Payne, A., Frow, P. (2013).Strategic customer management: Integrating relationship marketing and CRM. Cambridge University Press.