Contents

• – The case study of Assistance at National Investment & Insurance (NII) indicates a few shortfalls in customer satisfaction, communication between the management and employees, especially the casual workers and motivational issues of employees. Customers to the Assistance team or Assistance Officers (AOs) are the employees of the company that require the use of computers and software, who are close to 20000 strong. Throughout this paper the term ‘customer’ is used to refer to those employees of the organization to whom the service is offered. This research paper analyses the situation presented in the case study, identifies those areas where there is scope for improvement and the paper tries to figure out methods and solutions to the issues raised in the case study. This paper makes use of three journal articles viz., 5 Secrets of Good Customer Service by Albert E. Schindler (2009), Customer Service Success by Gregory P. Smith (2009) and Expectancy Theory by Richard W. Scholl (2002), for analytical research of the case study.
• The first paper ‘5 Secrets of Good Customer Service’ by Albert E. Schindler, talks about the basic secrets of good customer service. Although, in the case study, the customer is a co-employee of the organization, it is important to use the same values as those one uses while providing service to an external customer. The paper identifies five important traits that make the customer service a good one. This paper will help in analyzing as to what traits are missing in AOs and their approach to customer service job.
• The second paper’ Customer Service Success’ by Gregory Smith dwells on the role of management in ensuring good customer service. The paper talks about the things management can do to motivate and affect good performance of the front line customer service agents. It also deals with incentive schemes, growth prospects for the agents to keep motivated. The paper will help in analyzing the management’s role in the effective functioning of assistance process.
• The third paper ‘Expectancy Theory’ by Richard Scholl discusses expectancy theory of motivation. It discusses three components of Vroom’s expectancy theory viz., expectancy, instrumentality and valance. The paper helps in analyzing employees’ minds, factors that motivate them and their expectations from the management in lieu of their heightened performance.
• The research paper analyses the case study with the help of the above cited journal articles and other references. The paper also suggests suitable management approach and practices to improve performance of AOs and customer satisfaction.

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