your own priorities‚ identify what the boss cares about most and pursue results in those areas. That way‚ your boss will feel some ownership of your success. But don’t make the mistake of doing things you consider misguided or trivial. In part‚ your job is to shape your boss’s perceptions of what can and should be achieved. Aim for good marks from those whose opinions your boss respects. This is an aspect of building supportive internal coalitions. Your boss may have pre-existing relationships with
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Customer representative Introduction The Customer representative has to pick-up calls whither being performed internally or externally with regards to the organizational environment. In addition Customer representative further needs to respond against the customer queries through phone calls. He or she must be knowledgeable about the different products and services related to the organization in which the Customer representative is currently employed. Job description The job done by the Customer
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Job analysis is a concept used to develop a comprehensive description of a position that includes the job responsibilities and tasks performed‚ the tools utilized to perform those duties and the job ’s environment and working conditions. The information gathered can then be used to determine the knowledge‚ skills and abilities necessary to effectively carry out those activities (Dessler‚ 2005). It is also aids in identifying specific characteristics‚ personality traits and behaviors that have a significant
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right‚ scripting can become a powerful tool in the call center. In this case‚ a little goes a very long way. 1 to 1 Media recently tackled this issue head on‚ agreeing that a little bit of scripting can do quite a lot in the call center. The report explains‚ “Several organizations are still scripting their contact center conversations‚ either due to regulatory concerns or because they are worried agents will not say the right things to customers. While following a script ensures that an agent is
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emeraldinsight.com/0960-4529.htm Customers’ expectations of service in Greek fitness centers Gender‚ age‚ type of sport center‚ and motivation differences Yanni Afthinos University of Athens‚ Athens‚ Greece Expectations of service in Greek fitness centers 245 Nicholas D. Theodorakis Aristotle University of Thessaloniki‚ Thessaloniki‚ Greece‚ and Pantelis Nassis University of Athens‚ Athens‚ Greece Abstract Purpose – Aims to identify the aspects of service delivery deemed most important
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Customer Service at Datatronics Datatronics is an organization that serves their customers with Enterprise Resource Planning integrated solutions. Their growth is mainly attributed to acquisitions of smaller competitors. E-Z RP was such a company that despite its inferior size compared to Datatronics was able to succeed and outperform Datatronics on grounds of customer service and customer satisfaction. Datatronics recognized the fact and acquired E-Z RP with the aim to improve in that respective
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Customer service | Customer-Centric | An introduction on how to provide superior customer service skills. | | | | An informational essay on how to provide superior customer service using these seven skills: The right attitude‚ Understanding the customer’s needs‚ Clear communication‚ Dealing with difficult customers‚ Business telephone etiquette‚ Customer service and technology‚ and Serving diverse populations. The essay provided also uses examples of these situations and may include
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The Importance of Customer Service in E-commerce At least 28% of online shoppers abandon a purchase before completing it (Greenfield Online‚ 2000). Some consumers abandon purchases because they perceive it as riskier to shop online than shopping in stores or over the telephone where consumers can obtain direct and immediate information to offset the risk of the item not meeting their expectations (Greenfield Online‚ 2000). Other consumers find the checkout process confusing‚ and others abandon
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Minitex CRM stands for Customer Relationship Management. It is a strategy used to learn more about customers ’ needs and behaviors in order to develop stronger relationships with them. It plays an important role in understanding customer’s needs by gathering the information about the customers that helps in marketing and selling the company’s products. With an effective Customer Relationship Management strategy‚ an organization can increase revenues by providing better services and selling products
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sales and service markets. The sales market was cyclical and the service market was stable. In 1981‚ North American Operations‚ Otis’ second largest division‚ investigated the feasibility of using IT to establish a centralized customer service department to accept customer requests for maintenance during non-prime-time hours‚ for which Otis was earlier using a commercial answering service. Customers assessed the quality of the service offering based on Otis’ responsiveness to their calls‚ which also
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