Customer Service

Più simili a questo

Layered Application

da Daniel Sima

Security and Encryption - Revision

da Jarod Farrer

Big data security

da Tânia Esteves

Security Architecture and Design

da Robert Mccausland

Customer Service

Conflict is present everywhere in the world around us. We experience conflict on a daily basis, and it can be minor or major.

Conflict in a story is a struggle between opposing forces. Characters must act to confront those forces and there is where conflict is born. If there is nothing to overcome, there is no story. Conflict in a story creates and drives the plot forward.

4. Ways of Providing Cs

In this type of conflict, a character must take on society itself, and not a single person. The character stands at odds with societal norms and realizes the necessity to work against these norms. This is an external conflict.

Indirect Contact

Give examples of man versus society conflict in the real world.

Messages

Get the contact details of the person, pay attention on Company represented, content of the message, the time

By writing, letter, fax or email

Precision and clarity in words

By telephone

The most common method of transmission

Direct Contact

Give examples of man versus society conflict in a literary work.

Personal appearance

Perfectly uniformed

There is no one right way, it depends on the job, country

The appearance reinforces the image of the company

The Place

Physical aspects

(avoid physical barriers, Prepare courtesy gifts, Comfortable environment, Privacy in every interaction)

The workplace is a reflection of the company image

Initial phase

Take care of this first moment of contact

Having the client present has advantages

Listen directly, interpret easier non-verbal communication

Face to face

5. Key Elements to Provide excellent CS

This situation results from a protagonist working against what has been foretold for that person. While this conflict was more prevalent in stories where gods could control fate, such as in ancient Greek dramas, there are still examples of this type of conflict in more contemporary literature.

Customer interaction model

Since in real life we can't say that such examples of man versus supernatural, there are some superstitions that can influence a person's life.

Give examples of these superstitions.

Welcome, Address (Mr /Ms, Sir/ Madam), Reflect professionalism, Solve problems, Help them decide, etc.

Elements for a good service and that influence the quality perceived

Give examples of man versus fate conflict in a literary work.

Accessibility, Professionalism, Ability to respond, Courtesy, Credibility, Reliability, Security

6. Customer Service Attitudes and Skills

A more contemporary type of conflict, this situation results from humans involved in a struggle with man-made machines. This is an external conflict.

Professional attitude

Motivation (Positive attitude)

Attention to details

Tasks finished in an adequate way

Well informed employees

Well planned job positions

Well trained staff

Respect

As this conflict is more science fiction based, in real life we can't find such examples.

However, as technology became a big part of our lives there are some situations that man made machines affects our lives.

Find such examples.

Accept rules that help with society coexistence

Behave with tolerance

Show a fair, cared, equal treatment

Service attitude

Give examples of man versus machine conflict in a literary work.

Updated and trustful information

Establishing clients needs

Courtesy and kindness

Maintain an agenda with priorities.

Active search for solutions

Simplify tasks

Keep a positive attitude

Assume responsibilities

3. Types of Information

This conflict develops from a protagonist’s inner struggles and may depend on a character trying to decide between good and evil or overcoming self-doubt. This conflict has both internal and external aspects, as obstacles outside the protagonist's force them to deal with inner issues.

External

Give examples of man versus self conflict in the real world.

Information about area resources and companies

monuments, restaurants, transport, infraestructures

Internal

Give examples of man versus self conflict in a literary work.

Information about the company available for employees and clients

Procedures, policies, norms, Company´s services, facilities and activities.

2. Staff Characteristics to Provide correct CS

In this type of conflict, a character is tormented by natural forces such as storms or animals. This is also an external conflict.

Motivated personnel

Give examples of man versus nature conflict in the real world.

A greater degree of responsibility and professionalism and they get more involved with their work.

Employees identify their own objectives with those of the company

A high level of social skills, they empathize with their co-workers and the client.

Identify themselves with the corporate culture and with the image of the company

Informed personnel

Give examples of man versus nature conflict in a literary work.

The personnel must be informed on all the products and services

Be aware of the objectives of the company

1. Definitions of clients and Objectives of CS

A situation in which two characters have opposing desires or interests. The typical scenario is a conflict between the protagonist and antagonist. This is an external conflict.

Objectives

Give examples of man versus man conflict in the real world.

Personal and professional development (More qualified and efficient staff)

Staff mentality for continuous improvement

Flexibility to adapt to the market and to the clients

To know client's needs, motivations, and expectations

Definitions

Give examples of man versus man conflict in a literary work.

Consumers

Customers

Clients