Bruno LeBron was recently assigned as the technology officer for a midsized, business-to-business (B2B) consulting firm. His
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Then he hit on an idea after reading an online "white paper" about business rules4 and the Internet. That's it, he thought, I'll put certain rules into place that prevent a lot of wasted time. As he thought this idea through, he decided to have his tech people configure the call-handling systems so that his employees (1) could not use electronic chat to gab with other employees internally, (2) could not deal with customers outside the employee's assigned specialty, and (3) could handle calls only from clients and potential clients who are deemed as high value. "That should do it," he thought. "I'll minimize the jibber-jabber (his term) and keep people focused on real clients and real problems."
Probes
1. To what extent do you think Bruno's approach will work?
2. What are some possible negative side-effects of implementing such a system?
3. If you were Bruno's boss, what would you recommend?
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Related Book For
Customer Service Career Success Through Customer Loyalty
ISBN: 978-0133056259
6th edition
Authors: Paul R. Timm
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