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 ...