Better communications means smoother customer service
Article Abstract:
Effective customer service representatives calm customers when necessary, identify problems, and then deal with the appropriate company departments to help the customer. Suggestions for improving customer service efficiency include: using open-ended questions to elicit facts at initial parts of conversations, because close-ended questions are most helpful toward the end; summarizing facts and repeating them to customers to help assure customer agreement and avoid mistakes; promising follow-up at a specific time to ease customer concerns; maintaining a sound physical posture on the part of the representative to improve telephone presence; using good body posture and eye contact when problem-solving with operations staff; using gestures to help raise volume level and reinforce the representative's ability to show interest, urgency, and commitment when talking on the phone. A format is offered for customer services employees to use when interacting with operations staff to solve problems.
Publication Name: Management Solutions
Subject: Human resources and labor relations
ISSN: 0889-0226
Year: 1987
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Winning customer service
Article Abstract:
Loyalty among both consumers and employees can be enhanced if the organizations involved maintain and promote a 'win-win' attitude. Research suggests that dissatisfied customers do not inform businesses of their displeasure 96% of the time. Employees probably are also reluctant to discuss their concerns and displeasure with management. Management can create and plan for a strategy of awareness and control to address consumer and employee concerns. Three aspects of such a service management approach are: the company's attitude toward people, the mechanisms through which the consumer is served, and the individuals who administer the services.
Publication Name: Management Solutions
Subject: Human resources and labor relations
ISSN: 0889-0226
Year: 1988
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The basis for good customer service
Article Abstract:
Providing good customer service extends the corporate sales function, and also backs up catalogs and advertisements. Three ways to offer customer services are: by manual or automated correspondence, by telephone, or by in-person personal contact. Customer service personnel should have strong communication skills and be fully familiar with their organization and its services and products. Supervisors should be kept aware of recurring problem patterns in volumes of calls and correspondence. Reference materials must be kept updated.
Publication Name: Management Solutions
Subject: Human resources and labor relations
ISSN: 0889-0226
Year: 1988
User Contributions:
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