I – Customer Services Operations and Excellence Assessment: Case Study Report (3000 words)
Assessment task/questions
“Mobile network EE fined £1m for ‘serious’ customer service failings”
Mobile Phone Company EE has been hit with a £1m fine from Ofcom for “serious failings” in handling customer complaints.
The company was found not to have adequately informed customers that they were entitled to take complaints to an independent body for free if they remained unresolved for eight weeks – or before if they felt they’d reached a deadlock.
Alternative dispute resolution schemes allow customers to refer complaints elsewhere, for an impartial judgment, Ofcom said.
Ofcom spokesperson Claudio Pollack said: “Ofcom imposes strict rules on how providers must handle complaints and treats any breach of these rules very seriously.
“The fine imposed against EE takes account of the serious failings that occurred in the company’s complaints handling, and the extended period over which these took place.”
Ofcom said EE has since amended its Customer Complaints Code to include correct references about steps customers can take to resolve a complaint.
The £1 million penalty is payable to Ofcom within 20 days and then passed on to the Treasury, Ofcom said.
Source ITV 3 July 2015
Critically evaluate the customer service standards and strategies adopted by EE. Please make the necessary recommendations that will enhance the customer service levels. You are required to use a wide range of relevant literature to support the argument, and balance the discussion. A list of references and a full bibliography are required.
The above report will be based on the following service models:
1. Service Design and Strategy
2. Competitive Environment of Services
3. Service Quality Gaps and Dimensions
4. Supporting Facility
5. Supply Chain Management
