Need by 23 Oct 2015 by 2300hrs EST in only approximately 300-500 words It is very helpful to watch a real Customer Service Representative (CSR) interaction with a customer. As an observer you can take a more detached perspective and observe and assess the interaction from both the CSR perspective as well as the customers perspective. Observing Customer Service Skills in Action Using your CSR Tool Belt, and the information regarding non-verbal behavior from your chapter reading, choose a favorite retailer in your town and go to their customer service department to observe an interaction and follow the checklist of instructions. You can download the Stellar CSR skills list (below)* to take with you. Here are also some general skills needed by CSRs: Communication skills Anger management skills Networking skills Negotiation skills Relationship skills Ability to multi-task Listening skills Problem-solving skills Computer skills According to the U.S. Bureau of Labor Statistics Occupational Outlook Handbook, CSRs pay can vary between around $9.00 per hour to more than $24.00 per hour depending on the complexity and/or regulations involved with the industry/job. This job ranks 8th out of 20 occupations with the highest number of new jobs projected between 2012 and 2022 with a 13% growth rate (2014). Reference: U.S. Bureau of Labor Statistics. (2014).Occupational outlook handbook. Retrieved from http://www.bls.gov/ooh/ home.htm Checklist: Go to your favorite retailers customer service department to observe a customer service interaction. State what the goal of the observed interaction between the CSR and customer are in your opinion and why. (You may do this after you observe and take notes so as not to miss anything.) Observe how the customers problems or needs are addressed by the Customer Service Representative (CSR). Note the verbal and non-verbal behavior of the CSR and the verbal and non-verbal response by the customer. Decide whether the goal of the interaction has been achieved and why. Was it a successful interaction in your opinion and why? How could the interaction and outcome have been improved (use your Customer Service Representative (CSR) Tool Belt and Stellar CSR skills from the Learning Activity)? * Stellar Customer Service Skills mentioned above: Know Your Target Customer: Personalize the service. Address the customer by name if possible and take on their problem as your own. Ask for a number in case you are disconnected. If they sound like they are in a rush, ask if it would be better if you call them back in a few minutes or perhaps on another phone. Find out who the end user will be. Listening: Active listening occurs when the CSR does not interrupt or finish the customers sentences but instead asks for corroboration when the customer has finished speaking. Ex: CSR: Let me see if I understand you correctly. You said you are frustrated because the product you in fact ordered was not the same product that arrived? Is that correct? [Remember not to interpret what the customer said but repeat back what they did say.] Problem Solving: CSR uses problem-solving tools from the CSR tool belt: 1. Define the problem or problems. Be curious get specifics more is better. Determine what the customer is seeing or experiencing from their end. Who is experiencing the problem; is it the end user or no? What do you need to accomplish? Compare it to the intended experience and then use the 5 Ws who, what, when, where, and why? Use open-ended questions (these are questions that the customer cannot answer with a simple yes or no) to obtain additional information. Use screen shots or pictures so customers can see what you are speaking about. Alternatively, have the customer send screen shots of the problem. In other words what does a resolution to the problem look like from the customers viewpoint? 2. Prioritize the resolution: When: When did it happen and how important is the process of resolution? What is the p…
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