Overview of Team Project: • Each team of at least

Overview of Team Project:
• Each team of at least three students will complete a project on the topic below.
• The team project will be graded on content, analysis, research and how well the team works together to achieve the assigned objectives.
The Project – Background
You have just been hired as the new Customer Service Team leadership team for Techco Incorporated. Techco sells electronics and services them. You were hired as a result of a shake-up. The previous leaders were all fired because internal morale was horrible, customer service representatives were leaving in droves, customers were defecting to competitors and profits had begun to slide. The other big problem customers complained about was that customer service representatives did not seem to know the products they sell, they were rude and did not return calls or solve problems. Senior Management decided that the concern is serious enough that they need to fix the problem. The word on the street was that the company would not last due to all the problems with customer service issues.
You (the leadership team) were hired because you have a great reputation to come into a problem situation, analyze the issues, and take decisive and smart action to fix problems, reassure customers and get the business back on track.
Your Task
Put together a proposal/plan to turn around this serious business problem. Describe how you would tackle the improvement plan. Make sure you address the following areas:
• Staffing
• Training
• Rewards
• Customer Communication/Public Relations
• Communication
• Performance Monitoring
Management asked the project team to present the recommendation along with a high-level implementation plan for their approval.
Requirements for the Project
Specifically, the team is required to write a bullet-point presentation, as follows:
• Every team member is required to participate in the team project
• Identify who on the team will play what roles on the team. • Pick a leader
• Provide an overview of how you brainstormed different options
• Use techniques or best practices from other organizations who provide excellent customer service (name the companies)
• Indicate how you arrived at the recommendation (what group/team process you used to get there (consensus, groupthink, etc.)
• Describe the recommendation
• Lay out a simple plan and timeline
• What decisions do you need to be made and by whom to move forward with the plan?
• Cite sources for your research/benchmark ideas
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