The telephone is one of the most common channels of customer service delivery in the modern world. Large corporations often have customer service call centers that can streamline the process of directing customers to the appropriate departments or representatives. Small businesses may also take advantage of the telephone for delivering customer service. For example, small businesses may use the telephone to contact potential customers, follow up with previous customers, and maintain an open channel of communication for current customers. In addition, small businesses may designate a specific line for customer service or may hire an employee to answer questions, note suggestions, and direct complaints to managers.
Customer service delivery via telephone is so prevalent because it can be more convenient than face-to-face; the telephone allows for direct, verbal communication without the need for travel, and also offers greater efficiency for transferring customers to the right department or representative. However, providing customer service over the telephone is by no means an easy task. Customer service representatives should be aware of a variety of ideas and techniques for effective telephone communication.
In this Assignment you will analyze the skills necessary for providing effective customer service over the telephone. You will examine a scenario featuring a conversation with a customer over the telephone and consider what could have been done differently to improve the result.
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