Discussion
Discussion Week 6: Setting the Focus
E-Z RP has been successfully serving small and medium size businesses while leaving the larger customers for firms like Datatronics. When Datatronics acquires E-Z RP this all changes (see Appendix B for new organization chart).
Datatronics has a very different approach to customer service.
It is a good idea to compare customer service at E-Z RP and then at Datatronics in order to contrast their two very different approaches.
Complete the chart below and post for your discussion this week for classmates to read and respond.
|
Customer Service |
E-Z RP
|
Datatronics |
|
Philosophy |
xxxxxx
|
xxxxxxxx |
|
Service reps |
xxxxxx
|
xxxxxxxx |
|
Link to developers |
|
|
|
Organization |
|
|
|
Tiered support |
|
|
|
Training |
|
|
|
Hiring criteria for service reps |
|
|
|
Performance metrics |
|
|
|
Technology |
|
|
Appendix B
Organizational Chart