Supporting Customers Creative.com is an ebusiness that sells craft materials and supplies over the Internet. You have just started as the vice president of customer service, and you have a team of 45 customer service representatives.
Currently, the only form of customer service is the toll-free number and the company is receiving a tremendous number of calls regarding products, orders, and shipping information.
The average wait time for a customer to speak to a customer service representative is 35 minutes. Orders are being cancelled and Creative.com is losing business due to its lack of customer service. Create a strategy to revamp the customer service center and get the company back on track.