Discussion
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DatatronicsCustomerService.docxDiscussion 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.
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Customer Service |
E-Z RP
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Datatronics |
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Philosophy |
xxxxxx
|
xxxxxxxx |
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Service reps |
xxxxxx
|
xxxxxxxx |
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Link to developers |
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Organization |
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|
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Tiered support |
|
|
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Training |
|
|
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Hiring criteria for service reps |
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Performance metrics |
|
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Technology |
|
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Appendix B
Organizational Chart
