Job Analysis and Description: Call Center Attendant

Exceptional customer service skills Team Orientated Possess initiative and excellent memory retention Good food and beverage knowledge Upselling

Excellent phone etiquette with at least one year experience operating a telephone switchboard to answer, screen and forward calls, providing information, taking messages and scheduling appointments.

The employee especially concerns management because in customer service, the success of the products depends on the delivery. Thus, service organizations rely on their employees to create memorable experiences that develop a loyal customer base and ultimately carry out the organization’s strategic initiatives (Longstreet, Sturman, & Walsh, p.4, 2010). The group that will be receiving training for the training needs analysis will be the front of house staff. This staff includes: hosts, servers, bartenders and takeaway. This staff is considered the “front lines” and is directly in contact with customers on a daily basis.

The customer service personnel should be in a position to acknowledge their clients and pay attention well to whatever they say and put into practice active listening. They should also give a chance to the customers to respond to the services the company offers perhaps through the enterprise’s website. For any company to prosper, good customer relation is paramount in building a loyal

Customer service involves a consideration of what is needed to treat the customers in a desirable

You need to be knowledgeable and efficient and show the company in a good light. A good call could be the difference between keeping that customers business or losing it. You should use each call, whether making or receiving as an opportunity to offer great customer service.

A tour operator requires a holiday representative to work throughout the summer and winter season to ensure that holiday makers have an enjoyable trip. They are the first point of contact for customers so a holiday representative needs to be prepared to answer question and resolve problems. They usually start the day meeting the excited new arrivals at the airport and overseeing transfers to their accommodation. From there their duties may include, giving an introductory talk on the facilities and the

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.

I am writing to apply as a Cashier Receptionist (Temporary) (646819) at the Kaiser Permanente Medical Office located in Union City. I recently graduated high school, and am continuing my education at California State University, East Bay. I will be pursuing a degree in biology, for I aspire to become an optometrist. I am applying for this position with the intent to both gain experience and knowledge within the medical field and to provide assistance to others.

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

Customer Service: Michael actively listens and ask relevant questions to ensure understanding of the assigned task without interrupting other 's when speaking. He strives to ensure that all request are satisfactorily completed in a timely manner.

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

Hospitality Management is a difficult and competitive market, and any lack in customer service can result in defecting customers or the termination of a relationship between a customer and a service provider. In this paper we will look at Hilton a company that has continually ranked amongst the top ranking hotels and continues to improve. Hilton’s customer service ranks as one of the top hospitality providers in the United States. We will look at the history of how Hilton came to be the name brand it is today and some of their process the used to narrow the customer service gaps such as Hilton Honors, the Hiltons Reservation Customer Care, and RESMAX. We will look at how they look at how Hilton manages the customer expectations through the use of employee training and their decreased the customer service gap through employee retention. We will also look as how Hilton co-partnered with Citibank in order to offer its Hilton Honors member additional benefits in order to keep in line with the customer service that the customers have come to expect.

Customer service is not just a job description, it’s attitude. Having this trait is very high in percentage when dining at a restaurant. Again, OOKA’s, servers are pleasant, communicative, effective and knowledgeable. When and if making reservations, there staff is quick to pick up the phone, they respond in a courteous and professional tone, they listen to your needs

The customer service specialist position requires that the selected candidate meet the following qualifications: “Must have the knowledge of commonly-used concepts, practices and procedures within the customer contact center industry, Must be able to perform basic computer, keyboard, mouse and typing functions; Must be able to perform data entry functions, High school diploma or general education degree (GED), a Minimum of six months call center experience preferred, Excellent oral and written communication skills, including fluency in both Spanish and English, Ability to demonstrate care and concern for customers, and able to maintain composure during stressful situations ,” (Apollo Group, 2011). [Needs page number] .