Diary Thesis: Customer Support Agent
Fourcade, Thibault (2023)
2023
All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202303073136
https://urn.fi/URN:NBN:fi:amk-202303073136
Tiivistelmä
This is a diary thesis that follows my development as a customer support agent for an electric mobility enhancer during an 8-week period. During that time, we can follow my evolution and growth regarding my daily tasks with new set of tools that need to be used, or way of communication that need to be set up to answer clients’ issues as fast and as efficient as possible. The main tasks consist of troubleshooting issues different client may encounter and at different level of business (B2B and B2C). Every week daily notes and weekly analyses will be provided to have a better understanding of the current situation how to improve and on what to focus next.
In that thesis I will explain the differences between B2B customers issues and B2C ones and bring into more details the different processes and tools involved to resolve these.
I will discuss about the difficulties of managing the same issues but in different countries, and the impact of a multicultural environment in everyday task. Indeed, depending on where the customer is located, the terminology might differ, and the expectations are different too. Finally, I will present the different tasks that are not traditional customer support task as one could think about, but that are still crucial for the company and the customers such as doing translations, participating to different meetings with different actors or even the documentation of the issues encountered and the importance of presenting them the proper way so external employees could still understand and refer to these documents for learning or training purpose.
In that thesis I will explain the differences between B2B customers issues and B2C ones and bring into more details the different processes and tools involved to resolve these.
I will discuss about the difficulties of managing the same issues but in different countries, and the impact of a multicultural environment in everyday task. Indeed, depending on where the customer is located, the terminology might differ, and the expectations are different too. Finally, I will present the different tasks that are not traditional customer support task as one could think about, but that are still crucial for the company and the customers such as doing translations, participating to different meetings with different actors or even the documentation of the issues encountered and the importance of presenting them the proper way so external employees could still understand and refer to these documents for learning or training purpose.