Create a strategy to revamp the customer service center
Supporting Customers Creative.com is an ebusiness that sells craft materials and supplies over the Internet. You have just started as the vice president of customer service, and you have a team of 45 customer service representatives.
Currently, the only form of customer service is the toll-free number and the company is receiving a tremendous number of calls regarding products, orders, and shipping information.
The average wait time for a customer to speak to a customer service representative is 35 minutes. Orders are being cancelled and Creative.com is losing business due to its lack of customer service. Create a strategy to revamp the customer service center and get the company back on track.