Rogers Report

Table of Contents

Executive Summary……………………………………………………Pg. 1

Introduction.……………………………………………………………Pg. 2

Industry Analysis…...………………………………………………….Pg. 3

Company Profile……………………………………………………….Pg. 4

Competitive Analysis/Figure 1……………………….………………..Pg. 5

Primary Resources/Interview-Team Manager………..………………..Pg. 6

Interview (continued)…………………………………………………..Pg. 7

Interview-Rogers Representative……..………………………………..Pg. 8

Interview (continued)…………………………………………………..Pg. 9

Secondary Resources/Solutions & Recommendations………………...Pg. 10

Conclusion……………………………………………………………..Pg. 11

Appendix………………………………………………………………Pg. 12

Bibliography…………………………………………………………...Pg. 13

Executive Summary

Purpose of the Report

The corporation that has been chosen for this investigation is Rogers Telecommunications. The issue within the corporation is that the customer service is not accurate from representative to representative. I have conducted an interview with a Rogers Cable Team Manager; Bob, Menez. Questions about the policies within the company have been asked as well as questions regarding what actions need to be taken within the company to improve the accuracy of customer service. Also an interview with a Rogers representative; Fazan Lynch. By conducting the both of the interviews, different points of views will arise, and different recommendations also. Hopefully, with the information gathered a clear and precise solution can be found to figure out an alternative to how customer service representatives can be accurate when speaking with customers.

Recommendations, Suggestions, Findings

Both the interviews have been conducted and compared. Many suggestions and recommendations were found. We need to let management know that a meeting needs to be held to discuss the issues. The call volumes are too overwhelming, needs to hire more representatives. There should be coach back sessions held regularly. They have just redesigned systems that deal with customers accounts to make each process easier for each customer service representative, also there has been a new quality system emplaced within Rogers. The system is designed to call back customers within six minutes of their phone call to Rogers, to complete a survey to critiquing how the customer service was by the representative that helped them.

Subject: CUSTOMER SERVICE

Introduction

The corporation that has been chosen for this investigation is Rogers Telecommunications. The issue within the corporation is that the customer service is not accurate from representative to representative. A solution is to be found on how information can be accurate from representative to representative. I will be discussing industry analysis and how telecommunications is an important part of modern society. And I will also be discussing the company profile, and competitive analysis. And I have performed two brief interviews, one with a Rogers Cable Team Manager;, and one with a Rogers representative;