Customer service is a critical aspect of doing business for many organizations. This is where the consumer has contact with the organization, and if they feel like a problem or an outsider, their view of the organization will likely be diminished. Professional customer service workers will understand the process of responsive listening, a process that works to show the listener both hears and cares about what is being said (Stern, 1997). In addition to communication skills, customer service professionals need to be trained in conflict resolution. Customer service employees are the face of an organization, and having the ability to have consumers walk away satisfied, while remaining within authority is valuable. As the customer service professional has increased in value, problem solving has become a third skill that is needed, because those who work in customer service must identify trends and groups that are affected by issues (Blanchard, & Thacker, 2013). Ultimately, communication, conflict resolution, and problem solving is paramount for customer service, because individuals are expected to remain within their authority, ensuring the consumer walks away knowing their concerns were resolved in a non-judgment manner.
Case Study: Learning objectives for the New Customer Service Specialist training program
To address the concerns of students, a Midwestern University decided to create a new position, Customer Service Specialist (CSS). Individuals will need to initiate training that is based on ongoing training, improving both customer service functions and operational activities (Blanchard, & Thacker, 2013). There are three learning objectives needed for the position o...
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To conclude, training in communication, conflict resolution, and problem solving is paramount for customer service professionals to reduce the barriers identified by consumers. Workers must listen in a manner that consumers know their words are being heard, and that workers care. However, this must be done in a non-judgmental manner, helping to legitimize their concerns. If customer service workers fail to provide reactive listing methods, consumers can feel there is no concern for their problem, and thus shut down communication channels. This issue will only create new barriers, and prevent consumer concerns to be resolved, and must be avoided. In the end, customer service employees will require continual training in communication, conflict resolution, and problem solving, or the lack of KSA’s will prevent organizational goals from being reached.
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