Technical Professionals

Question: The service centre is facing some problems in terms shortage of technical professionals. Explain. Answer: Computer R Us is a computer manufacturer and retailer company in Australia. It has started a repair and service centre called as Complete Care for providing customer service. However, the service centre is facing some problems in terms shortage of technical professionals, parts availability problems and problem of distribution. To find a solution to the problem, a research has been conducted by the management of CompleteCare .The company has collected data on questionnaire that is prepared by keeping in mind two key issues, one is to understand the degree of customer satisfaction and the other is to understand the strategies that would lead to increase in customer satisfaction.The result of the analysis shows that the customers are not satisfied with the service. It is recommended that the company has to make several changes in the strategies to obtain minimum 7 ranks out of 10 in order to satisfy the maximum number of customers Introduction Computer R Us is a computer manufacturer and retailer company in Australia. It has started a repair and service centre called as Complete Care for providing customer service for computers, laptops and notebooks by responding to the customer enquiries and repairs within the warranty period. However, the service centre is facing some problems in terms shortage of technical professionals, parts availability problems and problem of distribution. This has resulted to increasing complaints from the customers. To find a solution to the problem, a research has been conducted by the management of CompleteCare and based on the research the management aim to find solution to increase the customer satisfaction to a minimum of 7 in a rating scale of 10. In this regard, several initiatives were suggested by the management (Oliver, 2014). They are, reduce the response time to the consumer, increase the communication methods between the service centre and consumers, encourage the employees to give advice on the development of product and services and introduce a new loyalty reward program. The company has collected data on questionnaire that is prepared by keeping in mind two key issues, one is to understand the degree of customer satisfaction and the other is to understand the strategies that would lead to increase in customer satisfaction (Rawson, Duncan Jones, 2013). The report analyse the collected data by using descriptive statistic method and then tries to set the hypothesis to link the output of the analysis with the objective of the research (Panneerselvam, 2014). Based on the findings, several recommendations are given to the service centre that needs to be implemented to obtain high degree of customer satisfaction in near future. Research Design The research design is descriptive in nature. It provide solution to the questions of who, when, what, where and how related to the research question of understanding the problem faced by the CompleteCare in obtaining customer satisfaction (Pickard, 2012). This type of research uses the current situation to give suggestion for the future and is largely dependent on instrumentations used for measurement of data. The collection of data is through questionnaire under simple random sampling method and 500 customers were selected to fill the questionnaire (Selnes, 2013). The simple random sampling method is a method of selecting the sample from the population in such a way that each member of the sample has equal probability of being chosen. It is purely an unbiased representation of the population (Neuman Robson, 2012). The method is chosen as the data is collected through questionnaire where each person is randomly chosen without any biased behaviour. The number of respondent are 420. The questionnaire is framed to understand the satisfaction level of the customers and to find out which factor plays major role in satisfying the customer (Matthews Ross, 2014). The factors that are taken are the response time, level of advice given by the staff of CompleteCare to the customer, level of communications between the management and staff and the loyalty reward programs conducted by the company. Data Analysis The analysis of the research objectives is done by using descriptive statistics method and hypothesis is tested by using t-test and z-test. Recommendations Based on the results it is recommended that the company has to make several changes in the strategies to obtain minimum 7 ranks out of 10 in order to satisfy the maximum number of customers. The strategies can be to reduce the response time further by adopting advanced techniques of tracking the customer queries and the technical person required to solve the query (Best, 2012). To satisfy the age group of 25 and below and 26-35 age group people, the company need to be more prompt in service and advance in technology as these people are generally prefers online advanced services. Instead of loyalty reward programs, the company should give high class service to the customer by training their technicians so that they gain good customer feedback. References Best, R. (2012). Market-based management. Pearson Higher Ed.Bienstock, C. C., Mentzer, J. T., Kahn, K. B. (2015). How are Service Firms Measuring and Managing Service Quality/Customer Satisfaction?. 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