WEEK 1 DISCUSSION 1 Customer Service - Zappos" Please respond to the following: From the e-Activity, analyze the role that customer service plays and
... [Show More] determine the service management skills at Zappos. Evaluate the different way(s) that Zappos creates a superior customer service. From the website’s design and easy usage, the large quantities of items for sale, the excellent customer service the average looking service management correlates into superior customer service skills. The CEO treats his staff with respect and this reflects on the way customer service is given to the customers. Customers enjoy free shipping and free returns from the purchase date year round. Customer service and service management is evaluated daily. CS reps are trained to compare competitor’s websites for customers if an item is out of stock. CS reps also offer rain checks on items out of stock.
COMMENT: Zappos has invested a lot of time and money to research customer needs and wants. Zappos decided to invest into customer service rather than costly marketing campaigns. They realized that the human touch could not be replaced through technology so they put their resources into developing superior customer service.
Choose at least two OM activities in Exhibit 1.1 from Chapter 1 of the text. Evaluate how each of the activities impacts the management of goods and services that Zappos provides. Include one to two examples from each activity to support your position.
Job/service encounter design: (Service employees need more behavioural and service management skills) All employees regardless of job title receives the same training. Customer service representatives are trained to deal with all sorts of customer encounters. Dealing with an irate customer requires customer service to remain calm and professional while still offering excellent customer service.
Technology: (service facilities tend to rely more on information based hardware and software) Zappos.com relies on technology. Warehouse, inventory, shipping information, online services have to be on one accord for the customer service team to provide customers with accurate information and excellent customer service.
WEEK 1 DISCUSSION 2 "Value Chains" Please respond to the following: Choose an example of a global value chain and an example of domestic value chain. Compare and contrast the key challenges that the managers would face. Then, propose the ways to confront these challenges. [Show Less]