Research Fundations

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

First and foremost objective is to reduce the increasing number of high frequency of repeat service calls and then keep it to minimum possible extent simultaneously motivating the technicians? Ensuring the first priority of Rogers Cable as customer service to maintain the loyalty has become a challenge.

Customer service is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage.

In customer service, the telephone is the second most important link (Lucus, 2015). Modern business use telephones in their day-to-day operations and to communicate with both internal and external customers (Lucus, 2015). Traveling to meet with customers and vendors face to face can be expensive and time-consuming (Lucus, 2015). With the technology of today, you can dial a telephone number or type a text into a cell phone and connect to a customer or vendor half-way around the world almost instantaneously (Lucus, 2015). With fax machines and computer modems, documents and information can be sent in a matter of minutes to customers and vendors miles away (Lucus, 2015). With all those tools, readily available more companies have set up both inbound and outbound telephone staffs (Lucus, 2015). Companies are expanding their customer contacts and are more likely to reach total customers satisfaction through those types of trained specialist (Lucus, 2015).

Customer service must satisfy the needs of the customers to ensure a service companies’ quality is maintained.

Customer complaints have over doubled in the last few years. This shows some big issues in the customer service management. Research which areas customers are most dissatisfied with and support the staff in gaining new skills to meet the customers ever changing needs.

Call centre workers must be able to listen well and communicate verbally. Speaking to customers on a daily basis we must make sure that we are able to problem solve and resolve and give any solutions to customers. On a daily basis we have to read scripts and make sure that we are offering a service that is compliant. We deal with so many different people from so many different backgrounds and we must be aware of this when speaking to them. It is important to actively listen to the customer, not speak over them and answer the questions using the right tone of voice. If a customer is angry then I will try to calm them down and try to resolve any issues within my remit.

4. 10:50am – 11:10am: Ideas for customer service improvement: Customer service is allowance companies or organizations to stem these arguments in shops through a cell phone,

The observation companies in this paper would be Verizon Wireless and Time Warner Cable. Both of the companies are in the similar industry, both of them are telecommunication providers. I am currently a customer of Verizon Wireless and Time Warner Cable for four and three years respectively. The customer service is a critical part of any business operation that involves customer as they need to keep customer’s satisfaction to ensure that they are able to make revenue. The observation of customer service in this paper is based on the experience with dealing both of the company’s customer service over the phone, and over the social media. The customer service through the social media is popular in the past few years. The paper will discuss

This team is responsible for 1) the proper routing of calls to call-center representatives based on their skill set—referred to skill-set gating—and 2) managing the call-center employees’ phone and off-the-phone schedules—referred to adherence and conformance. Damage to telephone lines, networking structures, and computers prevents the proper support of the call-center employees, which results in missed commitments with telephonic customers.

• Followed up on unresolved customer complaints in a timely fashion in coordination with the call center team

As part of this new strategy, the company has dedicated itself to the hiring of 5,500 new customer service representatives (CSRs) over the next three years, as well as boosting training for current and future CSRs. The company also plans to roll out technological upgrades to enhance the customer experience, including the ability to fix problems onsite immediately and offering customers a callback service to eliminate the need to stay on hold for long periods of time. Implementing financial monitoring and control strategies will also play a pivotal role in implementing these strategies.

After reviewing the case study and realizing that I had to gently let down my largest customer, I decided to use the telephone for my preferred electronic communication style. The telephone

Provide a means for customers to provide feedback after calls to acquire their satisfaction score on the overall service experience and allow them to point to areas that need improvement

It is important for the organization to understand that “change is a word that generates uneasiness in most of us. But most would agree that we can think of a time we had a good change in our lives” (Lotich, 2014). This is the message that needs to be relayed to employees is that as customer service is streamlined customer satisfaction will increase thereby lessening customer churn, while increasing our customer service reputation among consumers leading to an increase in users. This increase in the consumer base will allow XYZ Corp to allocate current employee focus on first call resolution for involved technical and billing issues while increasing the total of overall calls handled, the speed of answer and first call resolution satisfaction.