MHR 505 Lecture Notes - Lecture 4: Customer Service, 18 Months
8 Feb 2016
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Document Summary
By steven l. mcshane, the university of western australia. Yakkatech ltd. is an information technology services firm employing 1,500 people across canada. Yakkatech has a consulting division, which mainly installs and upgrades enterprise software systems and related hardware on the client"s site. Yakkatech also has a customer service division, which consists of four customer contact centres serving clients within each region. Each customer contact centre consists of a half-dozen departments representing functional specializations (computer systems, intranet infrastructure, storage systems, enterprise software systems, customer billing, etc. ). These centres typically have more than two dozen employees in each department. When a client submits a problem to the centre by email or telephone, the message or call is directed to the department where the issue best applies. The query is given a ticket number and is assigned to the next available employee in that department. Individual employees are solely responsible for the tickets assigned to them.
