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CUSTOMER SERVICE AT SANGRIA COMPANY INTRODUCTION Sangria Company is one of the country largest soft drink companies. Sangria with it is 10 manufacturing plants all over United States and more than 1,200 employees produce an average of 5,40,5000 cases of soft drink monthly. Sangria Company recognizes that customer satisfaction is the key to their long-term success. They monitor customer satisfaction and are interested in finding ways to improve that satisfaction. Unfortunately, they have identified problems in the current system that lead to inefficiencies and a less-than-optimal level of satisfaction. Fortunately, the company is willing to commit resources to solving these problems. This research considers ways in which Sangria Company can improve its customer service and satisfaction. CURRENT SITUATION AND ANALYSIS Currently, there is a single customer service representative who handles all customer service issues. These include phone calls , mail, and e-mail inquiries. On an average per...

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