Design and Implementation of Campus Online Help Desk Information System
Chapter One
PURPOSE OF STUDY
The main purpose of this study is to put to an end the difficulties people encountered when checking their customers information. This is actualized by designing computerized CAMPUS ONLINE HELP DESK which is user friendly and interactive. By the time this software is designed and implemented, the difficulties encountered with manual method of checking customers’ information will be eliminated.
CHAPTER TWO
LITERATURE REVIEW
Customer Service
Customer service is the provision ofservice to customers before, during and after a purchase. According to Jamier L. Scott. (2002): “Customer service is a series of activities designed to enhance the level of customer satisfaction– that is, the feeling that a product or service has met the customer expectation.”
Its importance varies by product, industry and customer; defective or broken merchandise can be exchanged, often only with a receipt and within a specified time frame. Retail stores will often have a desk or counter devoted to dealing with returns, exchanges and complaints, or will perform related functions at the point of sale. Customer service may be provided by a person (e.g., sales and service Representative), or by automated means called self-service. Examples of self service are Internet sites. However, In the Internet era, a challenge has been
to maintain and/or enhance the personal experience while making use of the efficiencies of online commerce. Writing in Fast Company, entrepreneur and customer systems innovator Micah Solomon has made the point that “Online customers are literally invisible to you (and you to them), so it’s easy to shortchange them emotionally. But this lack of visual and tactile presence makes it even more crucial to create a sense of personal, human-to-human
connection in the online arena.” Customer service is normally an integral part of a company’s customer value proposition. In their bookRules to Break and Laws to Follow, Don Peppers and Martha Rogers, Ph.D. write that “customers have memories. They will remember you, whether you remember them or not.” Further, “customer
trust can be destroyed at once by a major service problem, or it can be undermined one day at a time, with a thousand small demonstrations of incompetence.” From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization’s ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. Some have argued that the quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a
corporation and/or a customer service policy. To address this argument, many organizations have employed a variety of methods to improve their customer satisfaction levels, and other KPIs.
Instant Feedback
Recently, many organizations have implemented feedback loops that allow them to capture feedback at the point of experience. For example, National Express, one of the UK’s leading travel companies invites passengers to send
text messages whilst riding the bus. This has been shown to be useful as it allows companies to improve their customer service before the customer defects, thus making it far more likely that the customer will return next
time.
A challenge working with customer service is to ensure that you have focused your attention on the right key areas, measured by the rightKey Performance Indicator. There is no challenge to come up with a lot of meaningful KPIs, but the challenge is to select a few which reflects your overall strategy. In addition to reflecting your strategy it should also enable staff to limit their focus to the areas that really matter. The focus must be of those KPIs, which will deliver he most value to the overall objective, e.g. cost saving, service improving etc.
It must also be done in such a way that staffs sincerely believe that they can make a difference with the effort. One of the most important aspects of a customer service KPI is that of what is often referred to as the “Feel Good Factor”. Basically the goal is to not only help the customer have a good experience, but to offer them an experience
that exceeds their expectations. Several key points are listed as follows:
CHAPTER THREE
METHODOLOGY AND ANALYSIS OF THE EXISTING SYSTEM
Research Methodology
Methodology is the study of how to perform scientific research. It is the part of any analysis or research that is used to find out what type of data is maintained, what fact to find and look for, how to find them and how to record them for usage. Many methodologies include a diagramming notation for documenting the results of the procedure; approach for carrying out the procedure; and an objective (ideally quantified) set of criteria for determining
whether the results of the procedure are of acceptable quality. There are different types of research methodologies which include:
1. OOADM – Object-Oriented Analysis and Design Methodology,
2. SSADM – Structured Systems Analysis and Design Methodology.
3. Extreme Programming methodology, 4. Prototyping methodology,
Object-Oriented Analysis and Design
OOAD is a software engineering approach that models a system as a group of interacting objects. Each object represents some entity of interest in the system being modeled, and is characterized by its class, its state (data
elements), and its behavior. Various models can be created to show the static structure, dynamic behavior, and run-time deployment of these collaborating objects. There are a number of different notations for representing these
models, such as the Unified Modeling Language (UML). Object-oriented analysis (OOA) applies object-modeling techniques to analyze the functional requirements for a system. Object-oriented design (OOD)
elaborates the analysis models to produce implementation specifications. OOA focuses onwhat the system does, OOD onhow the system does it. Object-oriented analysis (OOA) is the process of analyzing a task (also known as a problem domain), to develop a conceptual model that can then be used to complete the task. A typical OOA model would describe computer software that could be used to satisfy a set of customer-defined requirements. During the analysis phase of problem-solving, the analyst might consider a written requirements statement, a formal vision document, or interviews with stakeholders or other interested parties. The task to be addressed might be
divided into several subtasks (or domains), each representing a different business, technological, or other areas of interest. Each subtask would be analyzed separately. Implementation constraints, (e.g., concurrency, distribution, persistence, or how the system is to be built) are not considered during the analysis phase; rather, they are addressed during object-oriented design (OOD).
CHAPTER FOUR
DESIGN OF THE NEW SYSTEM
The major factor taken into consideration in the design of the new system is the issue of storing and ordering for data/information in a electronically format. The new system has sections things that can be ordered or mailed and
order form.
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATIONS
SUMMARY
The primitive manual ways of checking customers’ information are being replaced by the online customers’ care system. Most organization now employs it because of unprecedented profit derived from online customers’ care system. When the new customer comes on board your service they will automatically receive a thank you email. The use of auto responders from this point onwards is critical in. getting your message in front of your customers. Not only to sell to them but to keep in contact with them. This is very important. Send them your messages with a contact email address, phone number or your mailing address if they wish to get in touch with you. You cannot afford not to do this because the next merchant will if you don’t, and that’s the merchant who will gain a loyal customer. Many times as a result of nothing more than a minor misunderstanding I have upgraded clients to a better deal at no extra cost. The clients love to see that you are not mainly after their money. And really you are not. Or at least you should not be. You are after a successful business that will supply your wealth over a period of time when you have worked at it, not before hand.
Surveys suggest that service driven companies are able to charge up to 9% more for the goods and services they offer and grow twice as fast as the average. These are powerful incentives for becoming the best customer- service company in any industry. Equally, poor service has a cost penalty. It costs up to five times as much to go out and get a new customer as to retain those we have.
CONCLUSION
The Importance of Good Customer Care. Good customer care matters because keeping existing customers is easier than finding new ones, and satisfied customers will do a lot of our advertising for us. Most people consider doing business with a certain company because of a recommendation by a friend or acquaintance. Dissatisfied customers spread the bad news and undermine your business, which ultimately threatens everyone’s jobs. So, Your objective must be to provide the highest standard of Customer Care possible and to always aim for excellence. A customer who feels good doing business with you and through you, the company is more than likely to stay with you and recommend you to others.
People react to the way they are treated and act accordingly. With this in mind, think about why a customer is rude/angry/uncommunicative and ask yourself:
. Am I getting the customer-reactions that I deserve?
. Is my treatment of the customer at fault?
. Why is the customer acting that way and what can I do to improve the situation. Giving first is essential to your growth so put the client first every time, even if it costs you more now. The value of getting the customer in the first place must never ever be overlooked. Always try to answer any questions from your customers as soon as possible; this will create a feeling of professionalism immediately with your clients, so remember first impressions do
RECOMMENDATIONS
For the computerized customer information to be effective, recommend
(1) These for CARITAS UNIVERSITY Having access to internet Having a well designed website Strong and reliable database I. T inclined staffs
(2) These for the Government Government should ensure necessary infrastructure. Masses should be educated on the use of information technology.
REFERENCE
- Dall, M. (2004).Winning the War against Customer Disservice. London:
- Macmillan Publisher. Govond, S. (2005).Customer Information System. London: Anshan Publishers.
- Paul, M. (1998).Sales Process Engineering. Texas: Mark publisher.
- Peppers, k. (2008).Rules to Follow and Laws to Break. England: Standard Press.
- Peter, S. (1999).Credit Management System. Texas: Mark Publisher.
- Phil, S. (2002).Customers’ Relationship Management. New York: HBR Publication.
- Solomon, M. (2010).Seven Keys to Building Customer Loyalty and Company Profit. New York: Fast Company Press.
