Product Quality On Customer Satisfaction †Myassignmenthelp.Com

Question: Discuss About The Product Quality On Customer Satisfaction? Answer: Introducation Help desk is a particular point which provides technical support for users in case of requirements. The main aim of help desk is to provide the satisfactory response to the client in the context of resolving the questions. Help desk has various names such as hotline, user support, client services, and information centre and support consultant. The structure of help desk is designed with multilevel support model which aims to support staff and services into various levels. There are so many features of help desk (Izogo Ogba, 2015). Two main features are described below: Handle problems incidents Handle problems incident is the feature of incident management process which is followed by help des to resolve the issues of clients. In the context of handling, incident process follows some steps such as receive the incident, prescreen the incident, authenticate the user, log the incident, prioritize and assign the incident, escalate the incident, resolve the incident and after that in last close the incident. It is the feature which facilitates help desk to move ahead step by step (Arokiasamy Abdullah, 2013). There can be so many problems which have categorization such as urgent high priority, medium priority and low priority; it is the feature which allows supporter to distinguish incidents as per priority. Queue management is also a part of this management because it is the waiting line which distinguishes the customers as per their query such as types of products, levels of support and different products (Goetsch Davis, 2014). Help desk with the help of incident management c an resolve the queries of clients as per priority and in case of urgency or escalations, the agent of help desk can leave the e-mail to the client about the status of the query. Maintain the records about the incident Incident can be categorized as per priority basis. Maintain the records about the incident are a feature which is very useful of the company to identify the resolution or pending report of the query of the clients. It is also the feature of incident process management. It involves the tracking updates about the information. The main aim behind keeping records is to provide a report when important events occur (Hussain, Nasser Hussain, 2015). Along with that it can become the example of history that previously in which manner records were kept and can be the reason of innovation as well. For resolving the query in an appropriate manner, the requirements of records are necessary. It would be useful features to categorized the customers and know the status of query of the clients. With the help of perfect maintained record, agent of help desk would be able to provide the correct information regarding solutions (Wirtz, Ambtman, Bloemer, Horvth, Ramaseshan, Van Kandampully, 2013). Along with that this feature reduces the size of the database by eradicating the less relevant information. Incident achieves can be found in case of emergency in the future problem solving situations. It can serve as a resource for data which will be helpful for analyzing statistics data of help desk performance (Thaichon, Lobo Mitsis, 2014). References Arokiasamy, A. R. A., Abdullah, A. G. (2013). Service quality and customer satisfaction in the cellular telecommunication service provider in Malaysia.Researchers World,4(2), 1. Goetsch, D. L., Davis, S. B. (2014).Quality management for organizational excellence. Upper Saddle River, NJ: Accounting. Hussain, R., Al Nasser, A., Hussain, Y. K. (2015). Service quality and customer satisfaction of a UAE-based airline: An empirical investigation.Journal of Air Transport Management,42, 167-175. Izogo, E. E., Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in automobile repair services sector.International Journal of Quality Reliability Management,32(3), 250-269. Jahanshani, A. A., Hajizadeh, G. M. A., Mirdhamadi, S. A., Nawaser, K., Khaksar, S. M. S. (2014). Study the effects of customer service and product quality on customer satisfaction and loyalty. Saleem, H., Raja, N. S. (2014). The impact of service quality on customer satisfaction, customer loyalty and brand image: Evidence from hotel industry of Pakistan.Middle-East Journal of Scientific Research,19(5), 706-711. Thaichon, P., Lobo, A., Mitsis, A. (2014). An empirical model of home internet services quality in Thailand.Asia Pacific Journal of Marketing and Logistics,26(2), 190-210. Wirtz, J., Den Ambtman, A., Bloemer, J., Horvth, C., Ramaseshan, B., Van De Klundert, J., ... Kandampully, J. (2013). Managing brands and customer engagement in online brand economics.Journal of Service Management,24(3), 223-244.