Improving customer service behavior of staff at mobifone service company region 8

EXECUTIVE SUMMARY

LIST OF TABLES

LIST OF FIGURES

1. COMPANY BACKGROUND

1.1. Company overview
- 1.1.1. Vietnam Mobile Telecom Services One Member Limited Liability Company:
- 1.1.2. MobiFone Service Company Region 8 - A regional company of Vietnam Mobile Telecom Services One Member Limited Liability Company
1.2. Background of the problem

2. SYMPTOMS

2.1. Number of individual customers’ complaints about service quality at stores of MobiFone 8 increasing
2.2. Number of MobiFone customers porting to competitors - Mobile Number Portability increasing

3. PROBLEM IDENTIFICATION

3.1. Potential problems
- 3.1.1. Potential problem 1: Low products quality
- 3.1.2. Potential problem 2: Low condition of service environment
- 3.1.3. Potential problem 3: Poor customer service behavior of staff
3.2. Problem validation
- 3.2.1. Eliminating low products quality as main problem
- 3.2.2. Eliminating low condition of service environment as main problem
- 3.2.3. Identify poor customer service behavior of staff as the main problem
3.3. Justify the main problem of poor customer service behavior of staff

4. POTENTIAL CAUSES

4.1. Potential cause 1: Stress of work
- 4.1.1. Potential sub-cause 1: Too much KPIs
- 4.1.2. Potential sub-cause 2: Too many new products
4.2. Potential cause 2: Inappropriate training
- 4.2.1. Potential sub-cause 1: Training system is difficult to use
- 4.2.2. Potential sub-cause 2: Small number of training program
- 4.2.3. Potential sub-cause 3: Small number of staff can participate in training program
4.3. Potential cause 3: Ineffective performance evaluation process
- 4.3.1. Potential sub-cause 1: Lack of supervision from store managers
- 4.3.2. Potential sub-cause 2: Inappropriate reward and punishment system
- 4.3.3. Potential sub-cause 3: Lack of staff’ performance evaluation
4.4. Cause validation

5. ALTERNATIVE SOLUTIONS

5.1 Alternative solution 1: Rebuilding management KPI for store managers
5.2 Alternative solution 2: Adjustment reward and punishment system for customer service staff
5.3 Alternative solution 3: Building training and evaluation process for customer service staff
5.4. Solution justification

6. CHANGE PLAN DESIGN

7. CONCLUSION

8. SUPPORTING INFORMATION

APPENDIX A: Transcript of in-depth interview (Phase 1)

APPENDIX B: Transcript of in-depth interview (Phase 2)

APPENDIX C: Transcript of in-depth interview (Phase 3)

APPENDIX D: Transcript of in-depth interview (Phase 4)

APPENDIX E: Quick survey