The Eastern Seaboard Super Express Train (ESSET) is a high speed train service between towns on the eastern seaboard of Australia. See a section dedicated to this in the Assignment 4 tab of this subject’s Interact2 site for details on ESSET. The company has proposed the establishment of a Help Desk for all passengers. The following are basic parameters.
The nationwide service number is 131-278 (13-FAST). It will be served concurrently from two locations with automatic load balancing of calls. A comprehensive website has also been set up (the discussion of this site is not part of your assignment).
The Help Desk will operate 24 hours, 7 day week by 100 customer support representatives in each centre.
Q1 – List three best practices that could be established for the ESSET Help Desk? [300 words] – 3 marks
[You might want to read Chapter 6 of the textbook.]
Q2 – In the initial training of help desk support staff, the standards of information and service level given by the staff differs greatly. A few give wrong information, some are not courteous and do not know the information that has to be given out to customers. How would you ensure the appropriate level of expertise of each customer support representative? [300 words] – 6 marks
[You might want to read Chapter 7 of the textbook.]
Q3 – You have just spoken to a customer and gave provided information about timetabling of trains. She is “on hold” while you look for the fare for her. While searching for this, you realise that you have been reading the timetabling off the wrong list (northbound instead of southbound). What would you do? How would you prevent this from happening in future? [200 words] – 2 marks [You might want to refer to Chapter 5 for some tips]
Q4 – How does the principles of Information Technology Infrastructure Library (ITIL) apply in the above help desk setup? Give any two examples that apply. Relate the task to literature read. – [400 words] 7 marks
[You might want to re-read the chapter by Moeller recommended in Topic 8]
For all questions, you are also required to substantiate with literature. Along with in text citations throughout each question include one reference list at the end of this assignment. The following (journal) articles may also assist you (all articles can be found in the CSU Journal Database). Please do not post PDFs of these journals as attachment on the subject Discussion area as this is a violation of copyright law.
Anonymous. (2015). Hanoi seeks to spice up its allure. Vietnam News Agency Bulletin. Retrieved from https://global-factiva-com.ezproxy.csu.edu.au/redir/default.aspx?P=sa&an=VIETNA0020150408eb48000gp&cat=a&ep=ASE
Bianchi, C. (2015). Solo holiday travellers: Motivators and drivers of satisfaction and dissatisfaction. International Journal of Tourism Research, n/a-n/a. doi: 10.1002/jtr.2049
Gustafson, P. (2013). Business travel from the traveller’s perspective: Stress, stimulation and normalization. Mobilities, 9(1), 63-83. doi: 10.1080/17450101.2013.784539
Kunimatsu, T., Hirai, C., & Tomii, N. (2012). Train timetable evaluation from the viewpoint of passengers by microsimulation of train operation and passenger flow. Electrical Engineering in Japan, 181(4), 51-62. doi: 10.1002/eej.21264
Su, M. M., & Wall, G. (2009). Destination and en-route experiences among train travellers to Tibet. Tourism Recreation Research, 34(2), 181-190. doi: 10.1080/02508281.2009.11081589
van Goeverden, C. D. (2009). Explaining factors for train use in European long-distance travel. Tourism and Hospitality Planning & Development, 6(1), 21-37. doi: 10.1080/14790530902847038
We value our customers and so we ensure that what we do is 100% original..
With us you are guaranteed of quality work done by our qualified experts.Your information and everything that you do with us is kept completely confidential.
You have to be 100% sure of the quality of your product to give a money-back guarantee. This describes us perfectly. Make sure that this guarantee is totally transparent.Read more
The Product ordered is guaranteed to be original. Orders are checked by the most advanced anti-plagiarism software in the market to assure that the Product is 100% original. The Company has a zero tolerance policy for plagiarism.Read more
The Free Revision policy is a courtesy service that the Company provides to help ensure Customer’s total satisfaction with the completed Order. To receive free revision the Company requires that the Customer provide the request within fourteen (14) days from the first completion date and within a period of thirty (30) days for dissertations.Read more
The Company is committed to protect the privacy of the Customer and it will never resell or share any of Customer’s personal information, including credit card data, with any third party. All the online transactions are processed through the secure and reliable online payment systems.Read more
By placing an order with us, you agree to the service we provide. We will endear to do all that it takes to deliver a comprehensive paper as per your requirements. We also count on your cooperation to ensure that we deliver on this mandate.Read more