What Is Customer Service Agent? An Hr Manager?

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

Section 1 – Understand the factors that affect an organisation and the customer service role

policies and procedures. Staff to have the relevant training to be able to fill their role

1.3 Discuss with colleagues steps that team members can take to deal with different customers and different customer service situations

The main cause of these symptoms is the lack of motivation among customer service employees. As according to the results of employee survey and informal comments given by employees, we can conclude that most of the employees do not meet their job satisfaction. This is the main factor for the lack of engagement in doing their task, ended with poor performance in their customer service. The work effectiveness is strongly affected by employees’ work motivation and job satisfaction.

‘provide clear information, supervision and training for employees and ensure that suitably competent people are

3. In relation to your current organisation (or one that you are familiar with), outline the role that customer service plays in this organisation and its industry as a whole.

While being responsible for the function of a particular organization, it is highly important that an individual have a few particular skills and interest that will help them be efficient in this role.

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:

Customer Service takes an important stand in any business and it is essentially what my role revolves around. The first thing I do every morning is to turn on my computer and log into ‘Agent’ (the software we use to keep track of the time me and my colleagues spend on call and the type of enquiry it is), this way I can ensure that no Customer Advice calls will be lost as I will be readily available to answer any calls that come through.

Conduct anonymous CSR survey about working conditions and their own satisfaction levels along with an opportunity to provide ideas for

I have most of my work diarised on outlook ensuring that I am meeting objectives, deadlines and service level agreements. I set myself time limits of when to complete tasks by to ensure prompt and effective delivery of service.

4. I would allow employees to make decision on schedule and budgets that concerns them as a group.

3. Evaluate the strengths and weaknesses of Karen Mitchell and other candidates for head CSR.