Customer Service

timer Asked: Oct 17th, 2018
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Question Description

Answers must be in apa format with in text citations. Must also have 3 scholarly sources and be a minimum of 1000 words total. I have attached the reading that goes with the questions.

1. How can you create a positive imagine over the telephone?

2. In what ways can technology play a role in the delivery of effective customer service?

3. How can a small business benefit from the technology we have today?

4. How can you build customer trust? Given an example.

5. What are some of the key reasons that a customer remains loyal to a product, a service, or an organization? Give an example of your loyalty to a product, a service, or an organization.

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342 PART THREE Building and Maintaining Relationships LO 9-4 Technology Etiquette and Strategies CONCEPT Using technology ethically and with correct etiquette is important. As with any other interaction with people, you should be aware of some basic dos and don’ts related to using technology to interact with and serve your customers. Failure to observe some commonsense rules can cause loss of a customer. E-MAIL The e-mail system was designed as an inexpensive, quick way of communicating via the World Wide Web. E-mail was not originally intended to reS place formal written correspondence, although many organizations now T use it to send things like attached correspondence and receipts and to notify customers of order status, O to gather additional information needed to serve a customer, and for other business-related issues. No matter what the function, e-mail has itsVown set of guidelines for effective usage to ensure that you do not offend E or otherwise create problems when dealing with customers via e-mail.R Here are some e-mail tips to remember, as well as some etiquette for effective usage. , • Use abbreviations and initials. Since e-mail is an informal means of communicating, using acronyms and other short forms or abbreviations C States of America) works fine in some cases. (e.g., USA versus United Just be sure that your receiver knows what the letters stand for; otherA wise miscommunication could occur. Figure 9.4 lists some common abbreviations employed byR e-mail users who typically know and e-mail one another frequently (e.g.,Ointernal customers, friends, and family members). When communicating with external customers, you may want L to use abbreviations sparingly or avoid them altogether to prevent confusion, communication breakdown, and the perception that you are 2 unprofessional. • Proofread and spell-check 3 before sending a message. Checking your message before sending an e-mail may help prevent damage to your profes1 sional image. This is especially true when writing customers because you 3 are representing your organization. Poor grammar, syntax, spelling, and usage can paint a poor picture of your abilities and professionalism and T can leave a bad impression about your organization and its employees. S • Think before writing. This is especially important if you are answering an e-mail when you are upset or emotional. Take time to cool off before responding to a negative message (an insulting or provocative e-mail FIGURE 9.4 Common Abbreviations LOL BCNU FYI Laughing out loud or lots of luck Be seeing you For your information ROTFL TTFN TTYL Rolling on the floor laughing Ta-ta for now Talk to you later IMHO FWIW In my humble opinion For what it’s worth BTW ASAP By the way As soon as possible CHAPTER 9 Customer Service via Technology message is called a flame) or when you are angry. Remember that once you send an e-mail, you cannot take back your words. Your relationship with your receiver is at stake and the recipient can easily share your message with others (think about all the e-mailed messages you get regularly that have been forwarded to many other people and whose names appear in the text section of the e-mail). The latter is why you should never forward jokes, articles, or other materials that could be viewed as discriminatory or racist, or could cast a negative light on you and your organization. It is also why most companies do not allow personal use of their e-mail systems. • Use short, concise sentences. The average person will not read lengthy messages sent by e-mail. Scrolling up and down pages of text is timeconsuming and frustrating. Therefore, put your question or key idea in the first sentence or paragraph. Keep your sentences short and use new S of thumb is that if the paragraphs often, for easier reading. A good rule entire message does not fit on a single viewingTscreen, consider whether another means of communication is more appropriate. An option would O be to use the attachment feature so that lengthy documents can be V printed out. E writing a sentence or • Use both upper- and lowercase letters. With e-mail, message in all-capital letters is like shouting R at a person and could offend or cause relationship problems. In addition, reading a message , written in all-capital letters is difficult and is likely to annoy your customer, whether or not he or she perceives it as “shouting.” C letters, you should use • Be careful with punctuation. As with all-capital caution with punctuation marks, especially exclamation points, which A can cause offense because, like all-capital letters, they indicate strong R emotion. • Use e-mail only for informal correspondence.O Although it is becoming L more acceptable to send business correspondence (e.g., contracts, resumes, and other information) via e-mail, it is probably better to use a more formal format in most instances (see the additional information on 2 the Business Writers’ Workshop at For example, it would be inappropriate to send3a cancellation notice via e-mail. The receiver might think that the matter is not significant 1 enough to warrant your organization’s buying a stamp to mail a letter. However, this caution does not mean that you3should not attach letters or other documents to an e-mail. Just consider T the effect on the recipient. Another important thing to remember about e-mail is that it is S sometimes unreliable. Many people do not check their e-mail regularly, especially if they use free e-mail accounts offered by, gmail .com,, and other companies. Computer systems also fail and individuals often change service providers without notifying you. If your message is critical and delivery is time-sensitive, choose another method (e.g., a telephone call or express mail). If nothing else, call as a follow-up to ensure that the e-mail was received. Do not assume the addressee got your message. In some cases, e-mail that is not delivered is not returned to the sender, so you may not know why the recipient did not respond. If your computer system allows, you can also request a return receipt notification showing 343 344 PART THREE Building and Maintaining Relationships Customer Service Success Tip the time and date that a message was opened. The downside of that is that your receivers can cancel the return notification on their end and you will still not know if the message ever arrived. • Use organization e-mail for business only. Many companies have policies prohibiting sending personal e-mail via their system. Some companies have started to actively monitor outgoing messages and many now can use unauthorized use of the e-mail as grounds for dismissal. Avoid violating your company’s policy on this. Remember, too, that while you are sending personal messages, you are wasting productive time and your customers may be waiting. Unless you have security software that will decode and mask the information, hackers or others who do not have a right or need to know such information can gain access to it. A good rule of thumb is to never send anything by e-mail that you would not want to see in tomorrow’s newspaper. • Use blind courtesy copies sparingly. Most e-mail systems allow you to S send a copy to someone without the original addressee knowing it (a blind courtesy copy, or T bcc). If the recipient becomes aware of the bcc, your actions might be viewed as suspicious and your motives brought O into question. A customer might view your actions as an attempt to hide V something from him or her. Thus, a relationship breakdown could occur E if the original recipient discovers the existence of the bcc or if the recipient of the bcc misuses the R information. • Copy only necessary people. , Nowadays, most people are overloaded with work and do not have the time to read every e-mail. If someone does not need to see a message, do not send that person a copy with the “reply to all” function available inCe-mail programs. When you do the latter, anyone listed as a recipientA or copied will get the return e-mail. emoticons (emotional • Get permission to send advertisements or promotional materials. As menicons) Humorous characters that R send visual messages such as smiltioned earlier, people have little time or patience to read lengthy e-mail ing or frowning. They are created O someone trying to promote or sell them somemessages, especially from with various strokes of the comthing. This is viewed the Lsame way you probably think of unsolicited junk puter keyboard characters and mail or telemarketing calls at home. Companies should routinely have an symbols. “opt-out” check box available when they 2 are soliciting e-mail information from their customers. If your company does 3 not have this option, it might be well for 1 management to consider such an option 3 as a service to their customers and potential customers. T S • Be cautious in using emoticons. Emoticons (emotional icons) are the faces created through the use of computer keyboard characters. Many people believe that their use in business correspondence is inappropriate and too informal. Also, since humor is a matter of personal point of view, these symbols might be misinterpreted and confusing. This is especially true when you are corresponding It is so easy to send a potentially offensive message via the computer, with someone from a different culture. especially if you are in a hurry. What do you do to ensure that you follow Figure 9.5 shows examples of emoticons. accepted e-mail protocol and etiquette when sending messages? Never send financial, proprietary, or confidential information (e.g., credit card numbers, medical information, social security numbers, or personal or employment history information) via email since it is an unsecured method of communicating. CHAPTER 9 :-) :-( ;-) Happy Sad Flirting or wink :-} :-D <:-) Embarrassment or sarcasm Big grin or laugh Stupid question (dunce cap) O /\ :-O :-x Defiant or determined O:-) Angel or saint Yelling or surprised Lips are sealed >:-) :~/ Devil Really confused Customer Service via Technology • Fill in your address line last. This is a safety mechanism to ensure that you take the time to read and think about your message before you send the e-mail. The message cannot be transmitted until you address it. You will S message on the recipient. have one last chance to think about the effect of the T O FACSIMILE As with any other form of communication, there V are certain dos and don’ts to abide by when you use a fax machine to transmit E messages. Failing to adhere to these simple guidelines can cause frustration, anger, and a R breakdown in the relationships between you and your customers or others , to whom you send messages. • Be considerate of your receiver. If you plan to send a multipage document Csure that it is OK and a to your customer, telephone in advance to make good time to send it. This is especially true ifA you will be using a business number during the workday or if there is only one line for the teleRirritating to customers phone and fax machine. It is frustrating and when their fax is tied up because large documents O are being transmitted. If you must send a large document, try to do L so before or after working hours (e.g., before 9 a.m. or after 5 p.m.). Also, keep in mind geographic time differences. Following these tips can also help maintain good relationships with co-workers who may depend on 2 the fax machine to conduct business with their customers. 3 • Limit graphics. Graphic images that are not needed to clarify written 1 text waste the receiver’s printer cartridge ink, tie up the machine unduly, 3 any unnecessary graphand can irritate your receiver. Therefore, delete ics (or solid colored areas) including your corporate T logo on a cover sheet if it is heavily colored and requires a lot of ink to print. (If appropriate, S fax cover sheets.) create a special outline image of your logo for your • Limit correspondence recipients. As with e-mail and memorandums, limit the recipients of your messages. If they do not have a need to know, do not send them messages. Check your broadcast mailing list (a list of people who will receive all messages, often programmed into a computer) to ensure that it is limited to people who “have a need to know.” This is also important from the standpoint of confidentiality. If the information you are sending is proprietary or sensitive in any way, think about who will receive it. Do not forget that unless the document is going directly to someone’s computer fax modem, it may be lying in a stack of other incoming messages and accessible by people other than your intended recipient. FIGURE 9.5 Sample Emoticons 345 346 PART THREE Building and Maintaining Relationships Customer Service Success Tip When a customer calls or contacts your organization, you should personally accept responsibility and do whatever you can to help ensure that he or she gets the finest level of service available. Remember that, to provide quality customer service, everyone in the organization has to take ownership for customer satisfaction. The first person interacting with a current or potential customer sends a powerful message about the organization and may be the only person with whom that customer ever deals. The way that person is treated will often determine the memory of the organization and whether he or she becomes a supporter or spreads the word about the poor service received. S T List many strategies that O organizations are using to maintain a high-touch relationship with current and potential customers. V What are some commonsense rules related to using e-mail to deliver E customer service? R messages, what dos and don’ts should you When sending facsimile consider? , KNOWLEDGE CHECK 1. 2. 3. C A LO 9-5 The Telephone in Customer R Service O C O N C E P T The telephone is the second most important link in customer service. L Not all service via technology, and specifically the telephone, is delivered from a customer contact center. Although many small- and medium-size 2 organizations may have dedicated customer service professionals to staff their telephones, others do 3 not. In the latter cases, the responsibility for answering the telephone and providing service falls on anyone who is 1 available and hears the telephone ring (e.g., administrative assistant, salesperson, driver, nurse, 3 partner, owner, or CEO). Modern businesses relyT heavily on the use of telephones to conduct day-to-day operations and communicate with internal as well as external S customers. Effective use of the telephone saves employee time and effort. Employees no longer have to take time to physically travel to another location to interact with customers and vendors. By simply dialing a telephone number or typing in a text message on a cell phone, you are almost instantaneously transported anywhere in the world. And with the use of the fax and computer modem, documents and information also can be sent in minutes to someone thousands of miles away—even during nonbusiness hours. Figure 9.6 lists some advantages of telephone customer service. With these tools, more businesses are setting up inbound (e.g., order taking, customer service, information sources) and outbound (e.g., telemarketing CHAPTER 9 Customer Service via Technology Even though there are some disadvantages to telephone communication (e.g., lack of face-to-face contact with the customer), there are many advantages. Some of the advantages follow: • Convenience. Sales, information exchange, money collection, customer satisfaction surveys, and complaint handling are only a few of the many tasks that can be effectively handled by using the telephone and related equipment. If a quick answer is needed, the telephone can provide it without the need to travel and meet with someone face-to-face or to endure the delays caused by the mail. • Ease of communication. Although some countries have more advanced telephone systems and capabilities than others, you can call someone in nearly any country in the world. And, with advances in cellular phone technology, even mobile phones have international communication capability. • Economy. Face-to-face visits or sales calls are expensive and can be reduced or eliminated by making contacts over the telephone as opposed to traveling to a customer’s location. With competitive rates offered by many telephone companies S since the deregulation of the telecommunication industry years ago, companies and customers have many options for calling plans. ForT example, customers can purchase a calling card and use it from any telephone. All of this makes accessing O especially when combined customer services a simple and relatively inexpensive task, with the other technology discussed in this chapter. V • Efficiency. You and your customer can interact without being delayed by writing and E to kindergarten and grade responding. Telephone usage is so simple that it is taught school children. R , sales, customer service, customer surveys) telephone C staff. Through these groups of trained specialists, companies can expand their customer contact A and be more likely to accomplish total customer satisfaction. R O COMMUNICATION SKILLS FOR SUCCESS L with a customer, the Just as when you are delivering service face-to-face same skills apply to providing effective customer service over the telephone, especially the use of vocal quality and listening skills. Your cus2 tomer cannot communicate with or understand you if she or he doesn’t 3 accurately receive your message. To reduce the chances of message failure, think about the communication techniques discussed below. 1 3 correctly, you increase • Speak clearly. By pronouncing words clearly and the chances that your customer will accurately T receive your intended message. Failure to use good diction could decrease a customer’s comS prehension of your message and be interpreted as a sign that you are lazy, are unprofessional, or lack intelligence and/or education. If you are unsure how to improve your diction, do an Internet search to find helpful tips. • Limit jargon, slang, and colloquialisms. Technical jargon (terms related to technology, an industry, a specific organization, or a job), slang (informal words used to make a message more colorful; e.g., whoopee, blooper, bummer), and colloquialisms (regional phrases or words such as “fair to middling,” “as slow as molasses,” “if the good Lord’s willing and the creek don’t rise,” or “faster than a New York minute”) can distort your message and detract from your ability to communicate FIGURE 9.6 Advantages of Telephone Customer Service 347 348 PART THREE Building and Maintaining Relationships • • Customer Service Success Tip Avoid distractions while you are on the phone in order to help prevent breakdowns in communication. It is difficult to listen effectively when you are reading something, writing notes to yourself, using a cash register, typing, polishing your fingernails, and so on. • • • • effectively. This is especially true when your recipient speaks a language other than your native language. By using words or phrases unfamiliar to the customer, you draw the customer’s attention away from listening to your message. This is because, when people encounter a word or phrase that is unfamiliar, they tend to stop and reflect on that word or phrase. When this occurs, the next part of the message is missed while the mind tries to focus on and decipher the unfamiliar element it encountered. You must then repeat the missed portion or end up with a miscommunication. Adjust your volume. As your conversation progresses, it may become apparent that you need to speak more loudly or more softly ...
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School: Cornell University




Customer Service



Creation of a Positive Image over the Telephone
It is essential to portray a positive image while speaking to customers or potential
customers via the telephone. First, a person needs to be prepared and maintain a natural but
polite tone (Haemoon & Kawon, 2017). It is essential to use a professional and pleasant tone at
the same time while addressing the client. Maintaining a proper body posture helps the speaker
to gain confidence and articulacy in the conversation being made.
Additionally, answering the client's question politely and proactively makes the client
feel appreciated and well engaged. Then, ask the customer what they would want you to do for
them is also a portrayal of a positive image over the phone. The customer, often call to inquire
about certain services and products. Therefore, while speaking to a client, ask them what they
would like you to do for them and give them room to elaborate on what they need to be done. If
there is any misunderstanding, then be prepared to tackle and resolve any arising issues amicably
and professionally (Haemoon & Kawon, 2017). After all is said and the customer is satisfied
with the feedback generated then professionally conclude the call.
The Role of Technology in the Delivery of Effective Customer Service
In this modern era, technology plays a significant role when it comes to customer service.
Technology reduces the delivery time of information to customers (Foroudi, 2018). Before the
advent of technology, word of mouth was the main avenue of communication, and essential
information would be distort...

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Good stuff. Would use again.

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