Customer Representative Self Service - 940 Words

Introduction This report examines why customers prefer to use self-service rather than calling in to speak with a live customer representative. The reasons being are self-service is more efficient and gives the customer control of the situation. Furthermore, some service leaders believe that their customers prefer calling rather than self-service. That is true to some extent as customers are forced to call because there is no self-service option or the self-service option available is not simple to use. â€Å"It turns out that most customers don t just like self-service—surprisingly often, we go out of our way to self-serve. How customers want to be served, and how they want to engage with companies, has changed considerably in the past decade,† writes Dixon, Toman Delisi (2013, p. 12). Customers Are Channel Switching Service leaders need to be aware that customers who use self-service or calling in are not different customers. Majority of customers use self-service first and call in as a last resort to resolve their issues. â€Å"It s called channel switching—when a customer initially attempts to resolve an issue through self-service only to have to also pick up the phone and call—and it s plaguing the customer experience in a way few service leaders fully understand or appreciate,† writes Dixon, Toman Delisi (2013, p. 13). These customers have a negative impact on businesses because they increase operational cost and have lower overall customer loyalty. Service Leaders’Show MoreRelatedThe Importance Of Self Service For Handling Their Issues897 Words   |  4 PagesIntroduction Customers prefer to use self-service for handling their issues rather than calling in to speak with a live customer representative. The reasons are self-service options are more efficient and gives the customer control of the situation. In contrast, some service leaders believe that their customers prefer calling rather than self-service. This is true to some extent as customers are forced to call because the self-service options are unavailable or available but not simple to use. â€Å"ItRead MoreStaffing Plan Paper1347 Words   |  6 PagesLoyalty will consist of marketing, customer service, distribution, and accounting. Specific strategies to recruit the appropriate applicants including the legal compliance of said strategies will be developed in this paper. Initially HR has to understand the need for the division called Loyalty. The loyalty division will meet the needs of customers who have been with the company for more than two years. The emphasis on these customers is necessary because customers typically join a cell phone providerRead MoreAnalysis and Recommendations for Improving Performance Through Better Technology Management1686 Words   |  7 PagesAnalysis and Recommendations For Improving Performance Through Better Technology Management The customer service team of 25 professionals is struggling to gain the performance improvements that the technology investments made previously promised. The large-scale investments in systems has begun to lose its effectiveness, the CRM systems are leading to greater confusion regarding escalation paths, and there is literally no single database or analytics application that can be used for finding theRead MoreJob Design And Hrm : Case Study Essay1260 Words   |  6 PagesUniversity September 17, 2016 Job Design and HRM The customer contact center, also referred to as a call center, is the primary method for clients to interact with their customers on an immediate basis. As a result, the call center agent typically sets the expectations that the customer will receive with the company. Therefore, it is important to staff the center with professional and knowledgeable customer service representatives. Specifically, It is essential that call center personnel haveRead MoreStrategic Plan and Recommendations for Improving Customer Service Performance with Effective Technology Management821 Words   |  3 PagesStrategic Plan and Recommendations for Improving Customer Service Performance With More Effective Technology Management The one area of any organization that most shows a lack of coordination and effective use of information technologies (IT) in general and Customer Relationship Management (CRM) specifically is customer service. As the team of 25 customer service agents struggle to get value from the installed IT and CRM systems, customer satisfaction suffers. The intent of this analysis is toRead MoreUnit 2 - P2, M2 Employibility Skills1083 Words   |  5 PagesIn this assignment I will describe the main employability, personal and communication skills required when applying job role as described in P1 * The company I have chosen for my task is Tesco and the vacancy that I am applying is Customer Service Representative in Tesco. Main Body/ Background Research Personal skills means the skills used by a person to properly interact with others. These personal skills are the character traits possessed by an individual. They determine how one addressesRead MoreAVON STRATEGIC ANALYSIS1303 Words   |  6 Pagescreate lifelong customer relationships. Promoting equality in the work place, maintaining our growth and profitability through effective representatives and latest technology. We will remain socially responsible to the community. Actual Vision: The Avon vision is to be the company that best understands and satisfies the product, service and self-fulfillment needs of women globally.   Proposed Vision: To be the premier direct seller of beauty products that will enhance satisfaction and self-fulfillmentRead MoreFinal Project It 284 Handling Difficult Customers Essay1398 Words   |  6 PagesFinal Project IT 284 Handling Difficult Customers Handling Difficult Customers Vutha Dingman Axia College of University of Phoenix May 9, 2010 IT 284 Consumers are customers that are buyer’s influenced by their children, spouse, and other household members. Each consumer make decisions for certain products or the household may make the decisions together. Customer support really has to cater to wants and needs of the long time customers. Their loyalty can be forgiving if thereRead MoreImplement And Monitor Marketing Activities. Assessment1334 Words   |  6 Pagesthe machines that outsource from some packaging companies. Chef Vending s mission is to be the leader in introducing innovative, quality vending machines and restaurant equipment to the market. Through close customer contact and excellent relationships, we will meet the needs of our customers wherever we can. Chef Vending will secure sufficient profits from free cash flow from operations, to sustain its stability and finance future growth. We will add value to our community by maintaining a friendlyRead MoreBackwoods Mail Order Company Essay1126 Words   |  5 Pagesforty people in the customer orders division who are primarily responsible for taking customer orders, answering questions and complaints, processing returns, and the like. The operating manager of Backwoods customer service department is Gerald Banks. Banks is interested in conducting a training program for his department in an effort to improve service. He would like to see an increase in overall effectiveness of order-filling. Likewise, Banks wants representatives to become more helpful