In a professional environment to have an established process that encompasses goals, values, and efficiency. A business outlines concrete procedures on how their employees should act and complete tasks. The organization of these procedures creates the Process that resonates throughout all employees and operations. It involves key elements that are unique but are universal to successful businesses. Customer Service involves many facets and is incorporated in all areas of business. If you’re a profitable business, such as Infosys BPO Limited, you understand the value of excellent customer service in all functions of society. Our company believes that customer service is not a department or separate entity, but “a way of life”. It must permeate every aspect, function, and every person in the company. We also focus on delivering a great experience internally, we cannot deliver externally. The components of customer service are outlined and repeated throughout our tenure. Listed below are some of the components that every employee needs to have in some capacity. Effective Listening and Communication Problem Solving and Analytical Abilities Influencing, Team Building, Rapport Empathy Creative ability Trust Interpersonal skills, or people skills, also include proficiencies such as conflict resolution, negotiation skills, and strategic thinking. Infosys BPO offers structured training in customer service to improve processes globally in all areas of business. Telephony is a field of technology that utilizes telecommunications equipment to move sound from two different locations. As the name suggests, this is the field that produced the telephone but has also evolved into a digital format. Digital teleph... ... middle of paper ... ...n the client and the company of the expectations of the client and the acknowledgement of those guidelines from the company. The process of creating the contract involves negotiations between the two parties. The client states their wishes and the BPO considers them but may suggest changes to the initial request. The MSA differs from the SLA in that an MSA is the actual signed contract with the agreed upon terms. An SLA is used to determine the performance of the BPO company and how well they are following the agreed upon terms and conditions of the MSA. (Source: smallbusiness.chron.com) Source: docstoc.com After clearly defining these aspects, industries that require telephony will be ready to meet the challenge of a global market. “The process is pertinent just as much as improving a process.” Quote by: James Cushinery and Carmen Harris
telephone as a major constant business tool. This multi-line digital phone sets the new standard in easy
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).
Outstanding Customer Service shall define our business and we shall strive for 100% customer satisfaction.When customer talk we listen therefore we shall strategically align our business based on the customers voice
out the right solutions for that customer. Empathy is one of the qualities that a Customer
Phones have come a long way from their beginnings. When the first phone was developed, a mere phone call took up to ten minutes just to connect. The calls made on this phone would go through a system of connections where the caller would have to state who they were calling and where the person lived. It would be many years later that a telephone would be created that made use of a dial, which made calling easier. In 1963, the first pushbutton telephone was distributed by the company, Bell Telephone. In 1983, the first cellular device, the Motorola DynaTAC 8000X, was created, which took the world by storm. Soon later, miniature computers were being put in these devices, allowing the user to browse parts of the web while on their cellular device. Yet we wouldn’t see a product that allowed us to browse the web, communicate with others, and let us store music and run apps, until 2007. (ht...
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
Telecommunications gained mainstream attention in the early 90’s; however the initial key market was business men and women, who used their phones whilst being on the move and so allowing them to communicate with their companies with ease. Though in the modern era, telecommunication went through segmentation in the market trends, and now in this day and age it would be difficult to find someone who does not own some form of mobile technology. Many phone providers battle to provide the best service for their customers (Figure 1).
Close to the Customer: Customer satisfaction is very important throughout all the roles that the business plays. Many companies forget about their customers, whereas successful companies have an obsession with their customers. Excellent product quality and reliability will make a satisfied customer. Great service will keep the customer coming back.
Interpersonal Skills involve immaculate personal presentation, outstanding communication skills, initiative in social interactions and good teamwork skills. These skills can be honed through team and individual sports, public speaking, acting and debating.
There are many skills and techniques to learn before a business can have excellent customer service. If you are not putting the customer first and putting all else aside, it will show and slowly you will lose business. Learning how to speak positively, exhibit inviting body language, and listen actively are just a few of the skills that need to be taught to all employees that deal with customers. By providing adequate training and using that knowledge to the best of your ability, you can have the best customer relationships and a loyal following that could open new doors for new customers or even new stores. Giving outstanding customer service is a requirement if you want to keep your business open and prospering.
Entrepreneurship, innovation and economic development are the key factors of a successful business. These concepts are inter-linked and this essay will further explore and elaborate the relationship they have with each other. Additionally, sustainability also plays a role in this relationship and contributes greatly to a business’ success and reputation.
“Excellent customer service is the process by which your organization delivers its services or products in a way that allows the customer to access them in the most efficient, fair, cost effective, and humanly satisfying and pleasurable manner possible”, (Jack Speer, 2005).
Making a telephone call no longer should conjure up visions of operators connecting cables by hand or even of electrical signals causing relays to click into place and effect connections during dialing. The telephone system now is just a multilevel computer network with software switches in the network nodes to route calls get through much more quickly and reliably than they did in the past. A disadvantage is the potential for dramatic and widespread failures; for as has happened.
Fleming (2003) posited that there is a clear and important distinction that should be made that delineates the work of the project from the inside work of the company. This work is delineated by the “make work” and the “buy work” of the project. With this delineation comes different way in which legal aspects will be applicable to the project. With “make work” the amount of details required in the statement of work (SOW) is significantly less than that of the “buy work” (Fleming, 2003). Fleming (2003) stated that the tolerance for error is significantly and self-correcting when dealing with “make work” that is kept in house. Conversely, when dealing with “buy work” the SOW should list the entire scope of work in detail. Fleming (2003) posited that when dealing with “buy work” a company should know the full scope of work; furthermore, a company should be able to describe any requirements in detail to the seller. When writing a SOW for “buy work” the buyer should write the...