Unit 7 discussion response_MT304

13378Respond and elaborate on the response below:

A faulty system I used before was a customer service phone line with a cellular data provider I was using. I tried to call with some questions about my recently bought data plan. A machine answered and just would not get me anywhere, after asking multiple times to transfer me to a real person I was finally able to ask them my questions. Using Deming’s quality control steps: plan, do, check, act, the company can create a better machine to help customers get the help they need.

I suggest that the company change the options or the way the machine helps customers. When the machine picks up there should be common options that the customer can click (for example, dial 1 for payment assistance) and then another number that can send the customer straight to a waiting pool to speak to a real agent. This way the customer does not need to try and work their way through all the menus vocally with a machine that does not understand voice statements very well.

Plan: plan out what options the machine should have and any sub-options that should be used.

Do: Have certain branches or locations implement the new options to start testing how effective the options are.

Check: See if there are better customer reports on the answering options with a survey.

Act: Based on the results of the survey decide if there should be changes, if not then apply the options to all of the answering machines.

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