...Customer relations final. 1. Service breakdowns and recovery. Service breakdown is the situation when customers have expectations of a certain type or level of service that are not met by a service provider. Those situations can happen anywhere whether the customer is at the store, a restaurant, or a hotel. I am a server and the service breakdown is inevitable. It has happened to me before and usually it is not done purposely. The restaurant I work at offers their customers discounts in form of coupons. Some customers present their coupon once they are seated, when I am responsible for holding on to it and applying it to their check towards the end of their visit. I have forgotten to apply the discount to customers check before and once they have noticed they would question me. I would immediately apologize and make sure that they do get the discount. That’s where the service recovery comes in the picture. The customer service representative is obligated to apologize to the customer and fix the problem immediately, so the customer gets to enjoy their visit, and so their high expectations can be met. Dissatisfied customers are people who don’t receive products or services they have been promised. There are several reasons and causes for customer dissatisfaction and one of them is poor service. Fox example, when I am at the mall shopping and walk in one of the department stores it is nice to be greeted and noticed. If I am looking at jewelry and I am interested in buying...
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...Introduction to Customer Service – Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only help us grow by continuing to do business with you, but recommend you to friends and associates. It is an array of activities that are intended to enhance customer satisfaction. When a business is associated with a service rather than a product, customer service is of utmost importance. That is, in a service industry, client service is at the highest priority. Customer service can be provided by a person or may be provided by means of carefully-planned self-service. In recent years, industries have started offering their customers with feedback loops, by way of which the company can obtain an immediate feedback about their services. Attractive offers, and creative product promotions can draw in customers for a business, but for the business to retain the customers and achieve customer return, only a good customer service can help. Good customer service builds healthy customer relationships. It is about earning trust from the customers and catering to their needs and expectations to ensure customer return. Actions matter more than words. It is a company's duty to act upon its words and keep the promises it has made to its customers. Let's have a quick look at the keys to good customer service. Good customer...
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...position you have selected from the list. I will choose an entry-level job in a customer service call center. This entree level job will be a bank call center customer service representative. I will talk about Bank A and Bank B call center customer service representative. According to task analysis information, I will create Bank C call center customer center representative. Compare the common tasks and behavioral objectives contained within the job descriptions or lists of duties. Customer service is an organization’s relationship with its customers. Call center customer service representative communicates with customers by telephone to provide information about products or services, open and cancel accounts, or obtain details of complaints. Call center customer service job duties involves meeting the customer’s expectations, listening to their statements, and solving their problems. As shown in Appendix the common list of duties of Bank A and Bank B call center customer service representative, the duties involve customer satisfaction and problem solving. If we compare the common tasks of Bank A and Bank B call center representatives, Bank A call center customer service representatives review insurance policy terms to determine whether a particular loss is covered by Insurance. Bank B call center customer service representatives are ...
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...your experience with retail returns, what are the goals of the negotiation from the perspective of each party? What are Sara’s goals and objectives in her role as a returns employee? What are the goals and objectives of the customers that she meets in the returns department? Why are they different? Every interaction with a customer is an opportunity to provide excellent customer service and cement a relationship. In my experience, negotiations with returning retail items can be either a pleasant experience or very tedious depending on which side of the counter you standing. Sometimes big retailers spend less time helping customers with returns than they do selling them. The goal of customer service is to bring customers back. Sara’s job as a customer service representative is to do just that, making sure customers leave happy and leaving a positive outlook of the business. This sometimes means dealing with complaints, listening to customers, being helpful even if there is no profit involved and going the extra mile to ensure satisfaction. Kay Miranda wrote in her column for Chron Small Business Media, that in evaluating service process, there are three main components of a good customer service role, 1. To increase sales, 2, To solve problems and 3. Control cost. We have all heard the cliché, “You can’t please all the people all the time”, and that may be true. No one likes hearing complaints, but if you give it your attention, you may be able to please that one person...
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...Delivering Customer Service the Right Way. In modern world there are only a few things considered harder than satisfying a customer, gone are the days where a small candy for the kid accompanying or a just a simple smile would do the trick. Customers are more spoilt than ever, they believe that they should be treated like a royalty or they could always go “next door”. Companies are spending a lot of money to train their employees to brush up their customer service skills, and I reckon it’s the right move because no business can survive without delivering customer service the right way. What exactly is the right way to deliver Customer Service? Or for that matter what is Customer Service? It’s a question very commonly asked in interviews nowadays, everyone has their own perception of it. I have worked under someone who believed good Customer Service is when a customer leaves your company smiling or content and willing to come back without hesitation. It does hold some merit, I mean isn’t pleasing the customer enough to be considered as a good customer service, well it’s one school of thought and for others it could be the opposite. I have seen some very hard working customer representatives lacking the right skills, they would complete the job like no other but if you ask the customer they might say the representative was a bit “preoccupied”. For me customer service is very simple, all you need to be good at is multi-tasking, do what they want and while you are on it make...
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...is Tesco and the vacancy that I am applying is Customer Service Representative in Tesco. Main Body/ Background Research Personal skills means the skills used by a person to properly interact with others. These personal skills are the character traits possessed by an individual. They determine how one addresses issues to find a solution. Employability skills means a group of essential abilities that involve the development of a knowledge base, expertise level and mind-set that is increasingly necessary for success in the modern workplace. Communication skills mean abilities in the areas of language understanding, communicating expressively, and practical language skills. Personal skills required in the vacancy The personal skills required in this vacancy can be founded in the job description. It can be clearly understudied that mainly personal skills in this vacancy is problem solving skills. This is because customers stay with companies that meet their needs so the employer must have strong experience of problem solving. This basically means the ability to understand a problem by breaking it down into smaller parts, and identify the key issues, implications and identifying solutions. To apply your knowledge from many different areas to solving a task. Also, the employer needs to be interpersonal. This basically means how well you get along with others. This means that you have to be controlled and explain what you mean clear, listen and relate to the other people...
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...assessment of your company’s proposed employee customer service training, stressing five (5) ways in which such an assessment would expose any existing performance deficiencies. An employee needs assessment is an asset to have in the retail industry. In this demanding line of work it is imperative that we have employees who are fully capable of doing their job well and quickly. Therefore, the needs assessment is needed to help shine the light on those candidates who best fit our needs. One way that a needs assessment may expose any existing performance deficiencies is by looking at the candidates’ individual needs. A needs assessment would help the company see which candidates need what type of training and save time not training the right person incorrectly. Another way that a needs assessment would expose any existing performance deficiencies is by looking at the organizational performance. This will help figure out the skills, knowledge and abilities that an agency needs from a candidate and help the organization recruit only those individuals that will help them and not hinder them in any way. The other way that a needs assessment can help expose any existing performance deficiencies is through an occupational needs assessment. This assessment examines the skills, knowledge, and abilities required for affected occupational groups. Occupational assessment identifies how and which occupational discrepancies or gaps exist and analyzes how well an employee is doing a job. It then determines...
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...Test Information Guide for BILINGUAL TEST FOR COUNTER CASHIER, CUSTOMER SERVICE REPRESENTATIVE, CUSTOMER SERVICE SPECIALIST, SENIOR CUSTOMER SERVICE SPECIALIST TEST 4301 (SPANISH) TEST 4302 (CAMBODIAN) TEST 4303 (CANTONESE) TEST 4304 (KOREAN) TEST 4305 (MANDARIN) TEST 4306 (VIETNAMESE) August, 1994 HR Performance Assessment Services Southern California Edison Company Introduction The purpose of this Test Information Guide is to familiarize you with the Bilingual Test. This Guide contains background information about the test, test description, sample of the type of dialogue used in the test, an example of the instructions given to people who take the test, and strategies to use while taking the test. Background Information The Customer Service Department at Southern California Edison (SCE) has created a new bilingual job progression for Customer Service Representative positions: Customer Service Representative (CSR), Customer Service Specialist (CSS), and Senior Customer Service Specialist (Sr. CSS) at the phone centers and local offices to serve customers who do not speak English. The bilingual positions are for individuals who speak English and one of the following languages: Cambodian; Cantonese; Korean; Mandarin; Spanish; and Vietnamese. The Bilingual Test is intended to ensure that people in these bilingual positions are proficient in the non-English language they will use. The best method to confirm one's proficiency in a language...
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...ABUSIVE CUSTOMERS CAUSE EMOTIONS TO RUN HIGH ABUSIVE CUSTOMERS CAUSE EMOTIONS TO RUN HIGH ! CASE INCIDENT 2 OF CHAPTER 8 Slide 3: Q) From an emotional labour perspective, how does dealing with an abusive customer lead to stress and burnout? Dealing with day to day complaints is really a hard-hitting job, for a short period of time a person can preserve the patience but later it may lead to exhaustion. As the examples are already given in the case about few customer service representatives who had the effect of their stressful job in their personal lives. Some customers think that the representatives at customer service centre are not human beings and they start to abuse them very badly as if its their fault. The representatives also have emotions and they also do feel, dealing with complaints daily also hits the mind of the representatives and that may lead to exhaustion and a lot of anxiety. That results in anger at home, being rude towards everyone, becoming annoyed on small issues, leads one towards job dissatisfaction, makes one more sensitive and makes one always tensed and lead towards many diseases. Q) If you were a recruiter for a customer service call center, what personally types would you prefer to hire and why ? In other words, what individual differences are likely to affect whether an employee can handle customer abuse on a day to day basis? : ------------------------------------------------- Q) If you were a recruiter for a customer service call center...
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...Job Description Position: The Sales Representative position provides support to the sales and marketing functions in the Marketing Department by assuming direct responsibility for collection of data necessary for the preparation of various company forms required for the installation of new electric facilities and providing outbound telephone support for marketing campaigns such as market research, sales, event notification, and customer studies. The Sales Representative position includes the successful processing of applications for electric service for residential and small commercial projects in accordance with Peco Energy policies, procedures and accurate Tariff interpretation and application. Responsibilities include: performing outbound calls for the Marketing campaigns in order to solicit new customers, gather market research, gain participation in special programs and notify customers of special events. The Sales Representative must collect data necessary for the preparation of various company forms required for the installation of new electric facilities and perform data input using software as determined by the company. The Sales Representative is the single point of contact that coordinates the business process between the customer and the various internal departments of Peco Energy-in a professional and competent manner. In addition they answer all questions regarding the installation of electric service. The representative must respond to inquiries and complaints...
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...improve performance in the future. Objectives This learning activity will show you how to conduct an appraisal interview more effectively and equitably. Procedure note This exercise will involve you pairing up with another student and appraising each other’s work, using the sample Appraisal Interview Guide (Exhibit 1) provided or it may involve role-playing the characters in the case study, ‘City Bank appraisal interview of customer service representative’. For the case study, divide the class into groups. Each group has (1) a City Bank manager (conducting the appraisal interview), (2) a City Bank customer service representative, the employee and (3) two observers of the interview. Analysis and feedback following appraisal interview: 1. Observers give feedback using Observer’s guide, Exhibit 2. 2. Tutor then opens feedback discussion. © John Bratton and Jeff Gold 2003 & 2007 1 APPRAISAL INTERVIEW Case Study: City Bank appraisal interview of customer service representative Manager’s brief You are Jennie Anderson, manager at City Bank, and you are planning to conduct the annual performance appraisal of one of your team members Andrew/Amy Enns. He/she has been with the bank for five years and has performed above expectations in all areas of his/her work. However, this year you have had reports of several incidents when he/she expressed minimum amounts of sensitivity towards customers. Also, a customer complained that Andrew/Amy showed little empathy towards their investment...
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...impending. Although Customer Service is an extremely important aspect of this company’s growth, it is becoming harder and harder to fill the vacant positions. As the leading HR Manager, I am tasked with solving this crisis so that the company does not have to prolong its expansion any longer. I will then take the time to go through the approaches of job analysis to see which may or may not help me with gaining new Customer Service Representatives. The approaches to job analysis are observation, interviewing, and questionnaire. The positive side to observation is being able to take the time to gain familiarity with the position and know specifically what the job requires. Observing allows the HR Manager an opportunity to look at the position and see which components they value the most based on the needs of the company. Although this is a good process, the fact that it is limited because many positions are incomplete and needing to be filled in the first place, therefore being able to determine the actual job duties and job cycles could become a challenge. Interviewing would be the second approach to take into consideration, it includes meeting with people who are currently in the position and those who supervise over the position. While interviewing each of these people, it is good to know exactly what it is that they are looking for out of the position as well as what they feel the position includes for them. Having knowledge from the Supervisor about what they expect and...
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...clintonChantale and Clinton 1. What were Chantale and Clinton’s service expectations? How did they develop? The service expectations of Chantale and Clinton were 1. Good repair service and proper timely customer complaint redressal 2. They wanted a new refrigerator that would save energy and also be environment friendly. 3.Less vibration and the good performance by the new refrigerator. 4.They wanted value for money They developed these expectations because they owned the refrigerator of Bryand brand for 25 years that was still in good working condition. Almost every product in all the same company and they were satisfy with every product . 2. What is your evaluation of the Canadian’s provision of repair service? Two out of ten, it is very poor. They did not have a proper repair service that could have been more systematic and timely in its response to the customers complaints . The customer complaint of a specific consumer could be handled by a specific representative so that they could be more sensitive to a persons history of repairs and could ensure timely services . The repair person should schedule his work commitments effectively and see to the timely repairement. More service persons could be outsourced if needed in times of high service demand. 3. Should the Canadian or other stores be concerned about incidents of this type? Why or Why not? Yes. Word of mouth could effect the brand image of the product company as well as the retail store...
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...Development (Graduate Major) Dr. Katherine Lui (Research Advisor) August 2005 (MonthfYear) 42 (No. of Pages) American Psychological Association (APA) Publication Manual (Name of Style Manual Used in this Study) Communication is the process of sharing ideas, information, and messages with others in a particular time and place. Communication includes writing and talking, as well as nonverbal communication (such as facial expressions, body language, or gestures), visual communication (the use of images or pictures, such as painting, photography, video or film) and electronic communication (telephone calls, electronic mail, cable television, or satellite broadcasts). Communication is a vital part of personal life and is also important in business, education, and any other situations where people encounter each other (Encarta, 1998). The purpose of this study was to discover whether or not there was a communication gap between the supervisors and the customer service representatives and/or unit leaders within organization, XYZ. The data was collected from the customer service representatives and/or unit leaders through the use of a multiple choice single answer survey. The survey was distributed via face-to-face (drop-off-survey). Eighty seven percent of...
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...Sustaining Employee Performance John Rhodes, Maria Mendoza Suarez, John Guy, Joseph HRM/300 February 16, 2015 Robert Lacey IV Sustaining Employee Performance As an employee, your work performance is under constant evaluation. “Employees generally see any such evaluation as having some direct effect on their work lives. They may lead to increased pay, a promotion, warnings about sub-standard performance, or assistance in personal development areas for which the employee needs some training” (DeCenzo, 2013 pp. 244). In the coming paragraphs we will discuss: performance management systems, job evaluation methods, possible compensation plans and the importance of providing employee benefit programs as they pertain to Customer Service Representatives and Retail Sales Professionals of AT&T. Function of Performance Management Systems Performance management systems are put in place to apply organizational and individual objectives. “Performance management is a process by which managers and employees work together to plan, monitor and review an employee’s work objectives and overall contribution to the organization. More than just an annual review, performance management is the continuous process of setting objectives, assessing progress and providing on-going coaching” (Community Foundations of Canada, 2013, para. 1). Performance management systems have been criticized as they may lead to emotional outbursts from employees. A properly designed performance management system...
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