Executive brief; American Vinyl Products (AVP)-

American Vinyl Products is receiving complaints from one of their large corporate accounts, American Performance Car (APC) for their poor customer service. The problems stated were 1) Delays in being able to connect with AVP via phone. 2) Delays in getting back reply’s and answers for their problems. 3) Not being able to contact AVP after 3 pm in California. What, according to me were the core reasons behind these issues are a) insufficient staff to keep up with the larger volume of customers and calls b) only one phone system queue area c) time-zone differences. . These pose a great threat to AVP and their relations with APC as a customer because as APC said, AVPs products can easily be provided by alternative suppliers, therefore, AVPs competitive advantage lies in stellar customer service. . Since there are no complaints about the products or the performance of service representatives (only their numbers), then a new phone system would be the solution to all their problems. Firstly, AVP should hire more service representatives and divide them by level of training and knowledge so that calls to the company’s customer service number can be diverted into three lines depending on their customer type. For example, DIYs can dial 1, to speak to moderately trained service representatives, who know where to look up locations or easy solutions. This line should have a larger number of representatives due to high volume and long length of calls. Professional users can dial 2 to speak to the most experienced sales staff, which would be able to answer difficult or technical questions. Large corporate accounts can dial 3, to speak to