Unit 6 Customer Service Discussion Board Posting

Especially in a culturally diverse work environment

Info icon This preview shows pages 2–4. Sign up to view the full content.

View Full Document Right Arrow Icon
organization. Especially in a culturally diverse work environment, one should be quite careful in terms of using non-verbal communication as it can be misinterpreted by people from other cultures. As the workplace becomes more diverse, and nonverbal cues become more diverse, people often find themselves in precarious situations with co-workers, employees and customers because they are not always aware of the nonverbal cues of others.
Image of page 2

Info icon This preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
2. If you were hiring a receptionist or customer service representative, what essential phone service skills would you look for in your top candidates? Explain In contrast, the customer expectations are only what the customer wants and expects, which is subjective and always changing. If you're a service provider, customer expectations can pose a major challenge. That's because expectations are wondrous creatures: They grow, they shrink, they change shape, and they change direction. They shift constantly, and they shift easily. And how satisfied (or dissatisfied) your customers are is determined by these expectations and your performance in meeting them. (Karten, 2003) Karten (2003) points out that customer satisfaction is influenced by a complex interplay of factors, so it is hardly as simple as plugging numbers into a formula and calculating the result. Nevertheless, this calculation serves as a reminder that your customers' level of satisfaction can be affected by changes in either their expectations or your performance. That means you have to pay attention to both. And that's where things can get tricky, because how you perceive your performance may differ from how your customers perceive it. In fact, discrepancies between your perceptions and theirs would not be at all unusual. Karten claims that she routinely encounters such discrepancies when she interviews a company's service staff as well as its customers. So, even if you're working yourself to the proverbial bone, she argues, if customers view you as unresponsive, then you are unresponsive — in their eyes. The reverse is also true: If you really are unresponsive, but customers perceive that you deliver superior service, then you do (in their eyes), and you gain little by trying to convince them otherwise. Karten reports that she is not advocating bubble-headed service, of course, but merely emphasizing that customer satisfaction is driven by their perceptions and expectations, not yours. Their perceptions are their reality, and any overlap between their view of the world and your own may be simply one of those delightful coincidences (Karten, 2003) Telephone conversation is a somewhat richer channel as it allows for immediate feedback and would be very good to get important, immediate responses. This choice is highly contextual and it is an important way of doing business. Many people often carry cell phones so that they can get important messages wherever they go. The telephone can be used to inform and to remind the audience concerned of the meeting that is going to take place .
Image of page 3
Image of page 4
This is the end of the preview. Sign up to access the rest of the document.

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern