Comment:
Need help with step 1 lit review You are a CMR consultant. You have been engaged by Lisa Warren, CEO of Qld Rec&Co, a medium sized transportation company servicing rural and remote Queensland. Qld Rec&Co headquarters is based at 410 Ross River Rd, Cranbrook, QLD 4814. Lisa employs 200 people, mainly customer service workers who work in the Qld Rec&Co call centre. Lisa has engaged you to review the CMR processes used within the organisation and your assessment forms a small part of the larger review that (hypothetically) you will be conducting. The current suite of CMR policies and procedures includes a complaints handling mechanism whereby disgruntled customers can contact the general office number to lodge a complaint over the telephone. Customer service workers record details of the complaint and are able to offer a limited range of solutions to customers. There is a policy to hang up if a client becomes abusive or agitated. This is in keeping with Lisa\’s desire to protect the health and wellbeing of her workforce. Customers who reject the options that customer service workers are able to offer are referred directly to Lisa and the customer service worker sends her an email outlining their complaint. Around 50 complaints are referred to Lisa every week. She is typically about 3 months behind in processing those complaints. She has told you that most of the customers are just avoiding paying their bills and there is no substance to their complaint. She figures that eventually most will go away if she ignores them for long enough. STEP 1: LITERATURE REVIEW You need to start by undertaking a Literature Review of relevant literature that will assist you to give Lisa advice about her complaints handling system. You need to gather objective, evidence based material upon which to base your recommendations. You will present your literature review as a 2000 word academic piece of writing, in the style of an essay. Please submit your literature review, together with your Letter to the CEO, as a single Word Document in the assignment folder. Refer to revision material above for details of what is expected. STEP 2: LETTER TO CEO The next stage of your assignment is to prepare a letter for Lisa that applies your literature review to her current complaints handling process. The letter should give Lisa recommendations about how she might improve the way that customer complaints are handled within her organisation. Your advice needs to be backed up with the knowledge that you drew from your literature review. The word limit for the letter is 500 words. Please submit your letter, together with your Literature Review, as a single Word Document in the assignment folder.
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