Management of Customer Service at Senheng Electric

Senheng Electric (KL) Sdn. Bhd. Interoffice Memo DATE : 5 May 2014 SUBJECT : Management of customer service Background Sen Heng ® Electric (KL) Sdn. Bhd. is one of the leading consumer electronics chain stores in Malaysia. This store operates over 100 branch spread throughout Malaysia. Senheng was first established in 1989, from a tiny consumer electronics half shop lot set up with stocks worth less than Ringgit Malaysia thirty thousands to the largest electronics chain store today with branches straddling the length and breadth of Malaysia (Sen Heng ®, 2013). This store own by the Lim brothers, K.H., K.C. and K.Y. Sen Heng has gained its reputation and credibility that has made it the number one in the industry through†¦show more content†¦The conversation between the customer services operator and customer will be recorded as a reference as every word come out from their mouth will directly represent the quality of the company. This approach is using by the TM Company (Telekom Malaysia) Malaysia largest communication provider company. Every staff including front desk customer services staff, sales representative, repairmen should introduced their name or company staff code number to the customer every time they interact with the customer, so customer can give evaluation to the attitude and performance of the staff. †¢ Hiring more operators for Customer service centre Hiring more operators for customer service centre can overcome the problems which customer complaint that customer service line is always busy. More customers calls can be taken at the same time and reduce the number of waiting calls if there are enough operators to serve the customers call thus overcoming the problem of busy customer service line. †¢ Applying Shift Time Work Customer also complaint that the operators are unfriendly and seem unwilling to serve them, this is may be due to the fatigue of the operators that working all day, thus affecting their emotion and interest when answering customers calls. If there are more operators, they can shift the time work. For example, an operator will work maximum for 6 hours, then will be shifted