what the customer is saying to make sure he understands the complaint. Mr. Ryan also takes care to speak clearly with a strong sense of empathy. At one point he says, â€œI understand your frustration.â€ ± When he explains that the buyer will have to wait some time for a final resolution of the matter, he makes sure to preface it with a heartfelt â€œIâ€™m sorry to let you know . . .â€ ± An observer listening to Mr. Ryan gets the sense that he is not acting. â€œIf you donâ€™t understand what they are saying, then you have a problem,â€ ± he says. Though he canâ€™t satisfy this customer then and there, he promises to talk to his supervisor and to call her back tomorrow with more information. 4 PM The day is done. Mr. Ryan finishes his last e-mail, closes up his desk and shoves on home. A new shift of workers picks up where Mr. Ryan left off, toiling from 4 p.m. to 12 a.m. When they finish, the customer-service staff in eBayâ€™s facility in Salt Lake City will take over. Tomorrow, Mr. Ryan will be back on duty at 8 a.m., downloading his first 10 e-mails. Read the accompanying article on a day in the work life of Bill Ryan. Then write a job description for the job of customer-service agent. Use the exhibits in this chapter to guide you in deciding what information in the story is relevant for job analysis. 1. Does the day diary include sufficient information? 2. Identify the specific information in the article that you found useful. 3. What additional information do you require? How would that information help you? Pick a teammate (or the instructor will assign one) and exchange job descriptions with your teammate.
1. How similar/different are the two descriptions? You and your teammate started with exactly the same information. What might explain any differences? 2. What process would you go through to understand and minimize the differences? 3. What are some of the relational returns of the job? Answer : Job Description for a Customer service agent Job Title: Customer service Agent Job Summary: Accountable for handling all kind of complains and queries of customers through e-mails and phone calls. Relationships: Reports to: The team leader 9 customer Service) Works with: The customer service team External Relationships: Customers of company H Qualifications: Any graduate with good communication skills. Responsibilities: â€¢ Pass information between buyers and sellers. â€¢ Answer questions. â€¢ Resolve occasional disputes.
Yes, the day dairy includes sufficient information.
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- Spring '17
- John DOe