Our company is Amazon limited CSS 300 – CUSTOMER SERVICE SOLUTIONS Page 10 | 16 ASSIGNMENT #2 (20%): RESEARCH ESSAY The second component of the Customer Service Project requires you to conduct a...

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Title: CSS 300 – Customer Service Solutions
Table of Contents
Introduction    3
Three Customer Service Problems    3
(i) Area of Customer Service as a Weakness for the Client    5
(ii) What customers are saying?    5
(iii) Impact of the Weaknesses on the Client’s Business    6
Conclusion    7
Works Cited    8
Introduction
Customer service has been one of the most important aspects of business organisations operating in the modern market environment. Different companies sell different products and services to the customers. So is with Amazon. However, it is important for Amazon to ensure that their products and services as well as their customer and services are required to be superior and sustainable.
If the customer services are sustainable and superior in quality, the overall issues faced by the customers as well as Amazon are significantly lowered. This provides the business the ability to ensure that their overall performance in a given market is significantly high when compared to that of its competitors.
This essay demonstrates the different customer service problems that are evident in Amazon. This is a further analysis and highlights the area of customer service that serves as a weakness for the business deals with respect to the client. Furthermore, the impacts of these weaknesses on the overall business with the client are also elaborated.
Three Customer Service Problems
The major customer service problem that has been evident in the case of the business with the customers is the lack of communication efficiency. It is often found that the queries of the customers to Amazon are left an incident and attended by the staff of Amazon even during the normal working hours. This raises a significant issue corresponding to the overall customer service sector of the company (Daugherty et al.).
As an outcome of the lower efficiency, of the customer service department within Amazon, the levels of customer retention as well as the customer attraction within Amazon is low. This affects the overall business that is associated with Amazon in the current market environment.
The second most important customer service problem as evident in the current company, Amazon, is the lack of diversity among the customer service executives. It is important to ensure that a company has the department of customer services oriented in such a way that the staffs that are recruited by the company are free to communicate with the people belonging to diverse linguistic and cultural backgrounds.
However, it is noted that Amazon implements recruitment strategies in such a way that the customer service department constitutes personnel that belong to a similar cultural as well as linguistic communities. This therefore poses a significant threat for the overall customer service associated with the company (Dixon).
As an outcome, customers often face significant communication issues while communicating with the customer service department of Amazon. This significantly lowers the overall retention rate of the customer towards Amazon. Therefore, the overall business of Amazon significantly lowered in this case.
Another important customer service problem evident in Amazon is the lack of effective forms...