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Enhancing Customer Service with Microsoft Teams: A Management Strategy

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For this assignment, you will again assume a management role for the company providing e-courses in the second assignment.
The company has received numerous complaints from dissatisfied customers about the long wait times when contacting the company to request information about courses they purchased. After assessing the problem, the company found the sales and the customer service departments operate in silos. Information about new courses, course updates, and discontinued courses is not shared in a timely manner between the two departments. In addition, when requests for information are transferred between departments, the questions often go unanswered.
The company established a goal to decrease the wait time for customers and improve customer service satisfaction and has decided to adopt a new technology, Microsoft Teams. The new technology allows for a consistent free flow of information between departments. Microsoft Teams will allow employees from the two teams to chat at any time, video call, and even share screens as necessary. It will also be connected to their emails and calendars to provide them with information about who is available to answer questions at any given time.
In adopting the new technology, the employees will continue to perform their current job duties but will work closely as teams, share information, and communicate in a unified voice to assist customers.
As a manager, you are responsible for communicating the change, the reasons for the change, and the goals of the change to the employees in a video presentation. You will create a PowerPoint presentation and record yourself making the presentation using the Kaltura Capture Desktop Recorder. For instructions on how to use Kaltura for creating a recording, completing it, and uploading the recording, view the Kaltura Capture Training VideoLinks to an external site., Kaltura Capture PDF Download Kaltura Capture PDF, and Kaltura Capture – User GuideLinks to an external site..

🟥 Struggling with where to start this assignment? Follow this guide to tackle your assignment easily!

For this assignment, you will act as a manager communicating a technological change to employees. Your goal is to explain why the company is adopting Microsoft Teams, how it will improve communication, and how it will help resolve customer service complaints.

You will create a PowerPoint presentation and record yourself delivering it using Kaltura Capture. Follow the steps below to structure your presentation and ensure clarity.

Step 1: Understand the Problem

✔ The company is facing customer service issues due to long wait times.
✔ The sales and customer service departments do not share information efficiently.
✔ Customers do not receive timely responses, leading to dissatisfaction.
✔ The solution is to adopt Microsoft Teams for better communication and teamwork.

Step 2: Structure Your PowerPoint Presentation

Your PowerPoint should have 6-8 slides and cover the following:

Slide 1: Title Slide

📌 Include:
✅ Presentation title: “Enhancing Customer Service with Microsoft Teams”
✅ Your name and role (Manager)
✅ Date

Slide 2: Introduction – Why This Change?

📌 Explain the current problem:

Customers face long wait times.
Information is not shared between sales and customer service.
Complaints are increasing, affecting company reputation.

Slide 3: Goals of the Change

📌 Outline the objectives:
✔ Reduce customer wait times.
✔ Improve communication between teams.
✔ Ensure faster and more accurate responses to customer inquiries.
✔ Increase customer satisfaction and loyalty.

Slide 4: What is Microsoft Teams?

📌 Briefly describe Microsoft Teams:
✔ A collaboration tool that allows instant messaging, video calls, and file sharing.
✔ Provides real-time updates on course information.
✔ Connects with emails and calendars to show employee availability.

Slide 5: How Microsoft Teams Will Help

📌 Explain the benefits:
✅ Employees can chat instantly to share updates.
✅ Faster response times to customer inquiries.
✅ Improved teamwork and communication.
✅ No more unanswered questions due to department silos.

Slide 6: What Employees Need to Do

📌 Provide instructions for employees:
✔ Learn how to use Microsoft Teams (training will be provided).
✔ Use chat and video calls for quick responses.
✔ Check availability statuses before forwarding customer inquiries.
✔ Share course updates regularly with the entire team.

Slide 7: Expected Results & Final Thoughts

📌 Summarize expected improvements:
✔ Faster response times → Happier customers.
✔ Better teamwork between sales and customer service.
✔ Higher efficiency and fewer complaints.

Step 3: Record Your Presentation Using Kaltura Capture

✔ Practice speaking before recording.
✔ Maintain eye contact and use clear, confident speech.
✔ Do not read directly from the slides—explain in your own words.
✔ Keep the video within 5 minutes.

Step 4: Review & Upload Your Presentation

✅ Check for clarity and professionalism.
✅ Make sure your slides align with your spoken content.
✅ Upload the video using Kaltura Capture following the provided instructions.

Final Tip:

Speak as if you are motivating your team. Keep the tone positive and encouraging, emphasizing how this change will benefit both employees and customers.

By following this guide, you will create a well-organized and impactful presentation. Let me know if you need more help! 😊🎤