Graciela's Dilemma

Listens and tries to understand how things are from the service user’s point of view.

SERVICE. We are committed to providing the best experience and enjoy positively interacting with everyone we meet. We genuinely care about every customer we see and do our best to find solutions to any problem that might come our way.

Since Chern’s is at the top of its game in training associates to provide excellence in customer service, those skills need to be refined to meet Chern’s standard even though sales associates will already have a good foundation of the concept of customer service upon hire. Communication and Technology, while not as critical as customer service and sales, are still very important to the role but the organization and train on methods of communication specific to Chern’s as well as on the technology staff will use to make them more efficient on the job once hired. Below is a sample of the Job Matrix for Chern’s:

able to identify Wes’s issues and find the best solution. This is exemplified when Joy is

Promotes high levels of customer service due to considering customers’ health. Holds all parties accountable for their actions due to process review and refinement.

2. Empathy – You want them to put themselves in your situation so they can understand my situation – walk in my shoes. When I call with a complaint, treat me as a customer with a difficulty, not as a difficult customer.

| Inform her that you are currently dealing with a customer and that you would be with them momentarily. In the meantime you call an available associate to assist her.

- Actively listening. (6:04) The client gave Nancy a detailed description of what he wanted to do in terms of consolidating his debt via a refi. When Nancy warm transfers the call, she makes it apparent that she missed this key information that was provided, by telling this to the client she "wasn't able to give ____ the information you provided." Try taking notes, this is important so that we can set our team members up for success and demonstrate to our client's that we care.

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

I often received voluntary compliments from clients praising her outstanding level of service and follow-up. Her ability to calm irritated clienteles is unparalleled, and it is because of her merit in this area that I recurrently asked her to mentor new workers in the customer transaction department.

- ( :25) After the client advises why she is calling in, Nancy has a good specific initial acknowledgment. This demonstrates that she is listening.

Debroah does well with capturing the NAPE and following a script, however this comes at a cost many times to the caller. She will interrupt and phrase words that come across rude at times. She has been brought over to training to listen to one call imparticular and did apologize for her rude behavior. Deborah needs to listen to her her callers and not have a tunnel vision of capturing the information and not letting anyone disrupt that path. She has had a couple of q.c. errors on protocols as well. She has a good heart and wants to do well, but she must learn to develop kind customer service skills in any situation that she faces. Overall, she is a good agent.

Thompson, G. (2015). Gracie’s Story: Fighting to Survive Breast Cancer. PIXEL eMarkting INC. Tucson, Arizona.

Demonstrates the ability to analyze and understand data and information quickly. Uses information, insights and knowledge in a structured way to identify options, make recommendations and make robust, defendable decisions

Ability to provide optimal client service with excellent communication skills in both oral and written forms.