A Call Center As A Customer Service Representative

Lack of communication (mutual interaction) and dearth of reciprocal influence becomes evident as we go through the case. Also, Team members shared limited information which

Did you know that there is an effective way to communicate in any business? There are several ways to communicate with others. Mainly we speak to them face-to-face or over the phone either way you need to know the proper way to do so. You have customer service workers who are trained to be effective to customers if the service issues arise. “In dealing with customers, communication is essential, whether it is face-to-face, over the phone, via email or, increasingly, through online channels.” (Effective comm)

Our group is a 5-member team whose goal was to finish the assignment on time. We were committed to working together to be successful because our class experience and grade was related to successfully completing this assignment. Our team worked together collaboratively to analyze the issue and to plan for an organized presentation. When we began our meeting, we knew that we wanted our end-results to be some sort of solution and action plan for the assignment given. All of our members were competent and each contributed valuable input to the discussion. Our assignment was to find out why the iMeeting portal's reception and use was met with mediocre results by NTCNA

*The supervisor acknowledged customer’s concern. He tried calling CSA to check whether customer’s concern is a scam or not, however he failed to properly set the customer’s expectation. Customer was on hold for more than 7 minutes which could have been avoided if he check the customer back and forth.

If I were Dinah, after talking to my manager and getting a response that he/she was not going to do something about the matter, I would have gone to another manager in the company regarding the issue. This would have allowed them to come up with a strategy to communicate the error to the customer, have a plan on how they could fix the problem and keep the relationship with the customer in tact while also not affecting the existing customer base.

*Customer was having difficulties signing in to his Comcast account and he's upset since this has been going on for 4 days now. CAE tried to help the customer but during the interaction, customer was complaining and requested the CAE not to rush him. CAE seemed to be in a hurry and the customer was not confident that the CAE totally understood his concern.

Customer is already frustrated at the experience he had regarding his internet and cable service. His internet connection issues been going on since it was connected. He mentioned as well that he’s been waiting for a supervisor’s call as what was promised to him but haven’t heard anything, he’s been calling several times.

The main goal of the project was to increase productivity by decreasing the time being wasted. The manager, who took all the responsibility of the project and five team members were part of the team. There was a project sponsor, who guided us and projected our ideas. This project started on August 9th, 2016. At the first meeting, we all sat in the conference room together. Not a sound came from any of us. Finally, after several minutes, what I felt like an hour, I simply had to say something. I asked, “Why do we need to change the process?” One member of the team, said, “We need to change it because I think we are wasting too much time on other things.” Another person, a senior woman, said, “I don’t think so we need to change the process. I am comfortable with the current one.” Others laughed. I thought to myself: I didn’t want to be in a group with people who didn’t take the project matter seriously. When the meeting ended, my

Later in time, I had to contacted Verizon Wireless about the errors on the billing invoice, as I was charged three times than normal amount I paid monthly. Their interactions were showing the intention that they care about me as the customer and to ensure that I will be satisfied with the result of the call. The customer representative had to get a manager involved in this situation to get it resolved. Meanwhile, the representative put me on the hold to ensure that they got the right manager who have the ability to get this situation resolved on the line instead of just transfer me to a different department or representative. This shows that a representative is valuing the customer’s time like my time by taking the time to track down to the bottom of the situation instead transfer me to another representative and then advance in the line query of the customers. I was able to

One of the main issues impeding the efficiency and preventing successful teamwork in this situation was uncertainty with the structural design of this project team. I was more familiar (and comfortable) with a rigid chain of command structure. My belief that we should be precisely executing the stated orders of our Navy leadership created obstacles for the other team members. Other more academically inclined team members were less oriented toward this centralized structure and therefore did not comprehend my opposition to their content ideas.

In the tower activity, the goal was to build a paper tower and be at the highest possible height although the equipment was limited to a budget and each team has their own choice on what they would use their budget on. We did not perform very well in this activity as communication was not very successful which was caused by being well over budget on the materials that we were using. Within this activity there was no team leader although Georgia and Jack acted as if they were team leader. The team members were not taken into consideration by Georgia and Jack and were told exactly what task to do despite not making an agreement.

This case was not an exception. While each member of the team has worked hard to maintain communication and work as a team there have been obstacles. The group having no prior experience with the work quality habits or methods of the others in the group along with not all of us having the same – or similar – base knowledge about the material made for some difficulties. Compounding this is the very reason a lot of us are taking online courses, our professional and personal lives. We have one member of the group who is moving across several states which makes it difficult for them, though they have been extremely motivated and successful in task completion. I have been transitioning from working night shift to day shift while training a new staff member and dealing with a major predatory investigation that has resulted in long, odd working hours. Finally we all do our school work on different schedules as our other lives allow which can hinder communication and series task completion. The group however has been proactive and diligent in ensuring work is being

The overall organization of the project was not appropriate; the root cause of this is the lack of leadership. No one took on official roles, so there was no one to facilitate a decision making process or evaluate the overall team performance. Furthermore, the team did not define norms, and team members were quick to blame others causing a major problem within the team. The members did not listen actively and communicate effectively, which caused conflict. Tension proves to be greater than

I work at for hospital in the medical billing department, back in November 2016 we had a new system installed called EPIC. However, the company that created EPIC stated all through training this is the best system the hospital could have invested in for their billing system. As of January 2017 ,this system is not working, we cannot send claims to insurance carriers, and we are not receiving money we have over $28,000,000 million dollars in outstanding claims from November until now. Our director called a meeting with management staff to discuss the outstanding balance because he wanted to know why the claims were not being sent to the insurance carriers. At this point, he is very

As a group we all “preserved the dignity and respect of all members”, “Listen empathically”, “Seek out emphasize common ground”, and “Value diversity and differences” (DeVito, 265). Since we all followed these general rules we were able to complete the project with no serious problems. There was only one thing I believe that could be considered close to conflict, but never fully developed into one. While at the face to face communication Samantha was very quiet. She was working on her commercial the majority of the time. Due to what she was doing, and no one else in the group not knowing how to work the computer system she was using, the other members of the group couldn’t help as much as we would have liked to. Fortunately Samantha was able to finish the commercial, and as group we had all the pieces