Task 1: IT helpdesk of Mana Technologies New Zealand

Executive Summary

The respected task of the report has covered the detailed overview of the selected problem regarding customer service and relationship management by IT helpdesk of Mana Technologies New Zealand. Mitigation strategies over the issues has also been discussed in Task 1 of the report that helps to address the issues of microphone access and initial login issues during IT helpdesk meetings in Mana Technologies.

1. Overview of Problem regarding consumer service and relationship management

1.1 Importance in providing good customer service regarding clients

In the current competence era, excellent customer service is more eminent for business by reduction of complaints driving overall sales of the business (Rane et al., 2023). Strengthen long-term relations with the consumer, as consumer input is more important for product development that drives the overall success of the business. The type of consumers required for managing good relationships are highly valued consumers, and collaborators and the involvement of the loyal, and ideal consumer serve the unique needs of the business. The major issues faced by the employees of the technological sector are logging issues and issues gathering notifications due to junk mail. The impact of this issue lowers down organisational reputation by encountering reliable consumer services in improving long term relation.

1.2 Impact of its importance regarding good consumer service in Mana Technologies New Zealand

Consumer services have played an important role in enhancing the goodwill of the companies among the customers. The existence of a proper mode of communication between companies and customers helps organisations in providing quality service to consumers (Calvert et al., 2019). Overall, the provision of proper services to consumers has helped Mana Technologies improve its brand image among customers.

2. Solution to resolve issue

2.1 Steps undertaken to resolve the identified issue faced by Mana Technologies by IT helpdesk

In order to resolve the issues related to using a microphone during helpdesk calls over Microsoft Teams, following the microphone setup guidelines by Microsoft would be appropriate. As it can help in properly setting the microphone of the system and avoid any kind of interruption during business meetings (Microsoft, 2024). In terms of mitigating the logging issues into the application due to numerous notifications, one needs to re-download the application and try again; if the process does not work, then take help from the Google help desk (Google, 2019). These are the steps that might help to resolve the identified issue during IT help desk meetings.

2.2 Discussions on the principles of Customer Relationship Management

Key principles of customer relationship management are to understand the needs of the customers, implement customer-centric business processes, prioritise the demands of customers, and listen to the customer carefully to make them feel special (Estvez & Chalmeta, 2022). These are the most common and important principles of customer relationship management in a business.

3. Conclusion

From that above analysis, it has been addressed that Mana Technologies serve exceptional customer service by focussing on repeat purchases behaviour of the clients in reduction of the churn rate. Although, encountering challenges faced by Mana Technologies regarding log in problem and issue in getting notification that has been improved through application of Microsoft Teams for meeting.

Task 2: Personal reflection on cultural communication

2.1 Discussion the ways kanohi ki te kanohi take places for offline business or group meetings

Kanohi ki te kanohi encounters face-to-face meetings that have major benefits through direct interaction in terms of improving long-term engagement and achieving better outcomes (Pataka, 2024). The key benefit related to offline meetings of kanohi ki te kanohi serve productive outcomes regarding business by gathering real-time feedback regarding misunderstandings. The value of face-to-face interaction is more eminent by fostering positive outcomes that have a major impact on the business.

2.2 Reflection of the situation

Kanohi ki te Kanohi has held online meetings that improve its engagement by serving efficient opportunities through visual connection. The incorporation of video conferencing tools and remote collaboration tools is more eminent by analysing the visual presence of the team members in depicting personal preferences (Bai et al., 2024). The impact of the shared screening activities serves real-time results through efficient collaboration in terms of improving teamwork activities. The impact of those challenges is due to limitations in using the platform, improper selection of internet connection, and sometimes inefficient use of video conference tools in a team lowers down the overall productivity of a business.

Task 3: Team communication and collaboration-DGTTSC wireless upgrade

3.1 Describe tools and highlight benefits for helpdesk meetings

Help desk meetings assist in establishing a strong relationship with the customers and achieving popularity for its products. According to Hawari & Barham (2019), the occurrence of help desk meetings provides companies with concrete knowledge regarding its ability to resolve queries of customers efficiently. In the current scenario, companies have utilised help desk meeting tools such as Microsoft Teams to enhance the communication flow with customers and improve relationships extensively. Overall, the use of Microsoft Teams has helped DGTEC ensure smooth flow of communication with its customers prominently.

3.2 Reflection of team-based personal and interpersonal skills

In my opinion, I feel that the use of software tools such as Microsoft Teams has helped DGTEC wireless upgrade in improving its communication standards efficiently. I also was able to enhance my knowledge regarding the role of tools such as Microsoft Teams and Google Meet in enhancing the quality of communication carried out with customers. Overall, I feel that I have gained viable information regarding the role of the software tools mentioned above in strengthening the relationship between customers and companies in New Zealand.

Task 4: Conducting a retrospective reflective of a team-DGTTSC wireless upgrade

4.1 Description of the process to getting feedbacks from team members regarding kanohi ki te kanohi

In terms of getting feedback from each team member regarding the DGTTSC wireless upgrade project for the IT helpdesk about kanohi ki te kanohi, use of simple processes might be better. Create a straightforward survey form detailing the entire process, distribute it via email to every team member, and ensure their active participation. Arranging verbal communication and collaboration with the team members and explaining about the benefits of giving feedback after work and meetings also helps in getting feedback about any situation (Indeed, 2024). These are some ways that will be used to collect feedback from the team members about Kanohi ki te Kanohi, or the collaboration will be done online.

4.2 Outline potential communication and interpersonal skill

Based on the DGTTSC wireless scenario, active listening, verbal, nonverbal, and written communication are more important in expressing the thoughts of the team member. Maintaining proper email etiquette is more important to carry out a professional tone regarding retaining related to DGTTSC. Serving close attention to the team members through expressing ideas and coordinating regarding conflict by misunderstanding by analysing the massive influence of the team leader (Tabassi et al., 2024). Open-ended questions are more imminent to serve deeper insights regarding the technical understanding capabilities of the team member and analyse problems regarding wireless projects by encountering project challenges. Although communication skills help the team to improve the future of wireless projects.

4.3 Discussion on the application of two approaches used to collect specific feedback from team members

Appraised is a well-known performance management tool that is mainly used for collecting feedback from the team members or employees by using forms to know about team or organisational performance (Appraisd Ltd., 2022). Employee surveys by using Google Forms regarding any work and scenario is another effective approach that is used to collect feedback from each of the team members. The mentioned tools and approaches to collecting feedback will help in getting specific feedback from team members, and the identity of the team member while giving feedback is confidential.

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