Customer Representative : Self Service

Consumers do, in fact, care about experience. In fact, in many ways the rise of quick-service formats and automated service has actually fuelled a greater desire for good old-fashioned customer service, particularly in face-to-face form.

For many companies, customer service is summarised in the following activities: responding to customer questions, receives commands, resolve disagreements about billing and handle claims. The service can be made directly at the customer’s house, at the supplier or through the media (telephone, fax, email, Internet, etc.) The increasing number of call centres demonstrates the importance that companies attach to customer service.

In this paper we will look at outrageous customer services and three principals of customer service. We will also cover intergrading principals of customer service personally and professionally. Often in this paper we will use Costco as a model to explore the concepts of customer services. The goal of this paper is to get a clear understanding of what outrageous customer service is and what it looks like in action through the Costco experience.

Two different customer service models that most retail and online retail organisations use are the cheap prices and convenience model and the personalized in-depth model. The cheap price model is controlled by management and ensures policies and procedures are in place that can be easily measured and constantly measured. This is the one that we at Flanagan’s use more than the other model. However, the other models the personalized and in depth model is used predominately by our other section of the organisation. This is the hotel and leisure and building maintenance side of the business. This is face to face and allows our agents/advisors to be more personal with them. Good use of

The same customer service skills that are needed when dealing with customers face to face are needed when dealing with customers on the telephone (Lucas, 2015). Arthur W. Page, the first vice

We will always deal with a variety of different personalities and behaviours here. I speak to most customers on the phone and they could be calling for any number of reasons for example, an issue has risen with one of the windows we installed, or perhaps they are looking for a quotation. I have to be able to deal with a variety of

Let’s start with the importance of personalized customer service. The goal is to create a personal touch with the customers. Starting with the simplest way of giving the customer a personal touch may be to greet the customer by his name. Furthermore, a more complex method would be for our staff to call the customer in the morning and encourage them to get to

Customer service often require speedy response. If a problem needs a superior’s approval or being reported to someone soon, a worker can contact the person and get a response quickly without leaving his or her desk. It helps customers avoiding waiting for a long time and it lead up to even their satisfaction.

These needs to be identified as often as possible; Innovative Widgets have decided every three months would be an appropriate amount of time between each over view. Staff who come in personal contact with customers, will be the staff who conduct this research and gather the information needed.

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

Good customer service has become something that is hard to find in today’s digital world. People are often being replaced by computers, recorded messages, and machines of all sorts that will do the job of the person who used to do it. The problem with this, as I’ve pointed out, is that you cannot bond and interact with a computer device. You will never get to know the computer, feel cared about by the computer, and you won’t ever feel compelled to tell others to go see the computer at a particular place because it will treat you right.

According to the Geneys Global survey, if a company push their customers to do self service instead of providing proper information from company side 60% of customers feel less loyalty towards the company and 15% are not willing to do business with company. Consumers are very much interested to communicate with company regarding the products and services. They love to ask questions and expecting a interactive relation. As per customer feedback, NzSales lacking good communication with the customers.

However, the self-service also owns some disadvantages and potential risks. Although, it brings consumers a more fashionable and convenient way to get commodities, some of them were still not clear about their role in the new service system. This is because people are more familiar with the traditional shopping approach, where all services are provided by employees rather than themselves. For example, one existing problem is that staffs and customers are

Regardless of the setting, the one thing that will always accompany someone is a cell phone. Cell phone use, in this day and age, is omnipresent and owning one is a basic necessity. In In a study conducted by Pew Research Center, in 2016, it was reported that 92% of Americans nationwide owned a mobile phone, a staggering increase from the 62% reported in 2002.

I have been a Patient Access Specialist for the past eight years, in that time I have learned much about self-management and customer service. I have held several jobs prior to the current positon I hold; I was a cashier at Burger King, new employee trainer, waitress, and team lead waitress at Applebee’s. I was a medical biller, medical coder, and office manager at Freeman Chiropractic. The last two position I held were at Michigan Heart and vascular and currently Otsego Memorial Hospital as a patient access specialist (Otsego Memorial Hospital). In all of my positions I grew as a person and learned how to work with others and communicate effectively. As a patient access specialist working midnights in an emergency room, I have learned how to work in a small efficient group to get big tasks completed quickly. I have to listen, assist when needed, talk clearly and effectively, and be ready in an instant for something to happen.