Unit 6 Customer Service Discussion Board Posting

14 clear language speaking ability knowing what words

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14. Clear language speaking ability- Knowing what words means and know the proper verbiage to use. 15. Someone who may be multilingual – All companies in this day and time can you anyone that can speak Spanish. 16. The use of multi phone lines-multi-tasking- There could many calls coming at one time and you have to answer and ask to please hold, I will be with your shortly. 17. Competencies -Competencies are sets of measurable skills, knowledge, behaviors, and personal attributes critical to successful performance. Employees must have the right competencies in order to complete a job satisfactorily. Organizational leaders must pay close attention to this factor in the performance equation. They should carefully determine which competencies are important to achieving the results set out in strategic and performance plans so that they can hire the best people for the job, make effective work assignments, and establish individual development plans for employees that focus on the most important competencies. 18. Resources- Employees must be given the resources they need to do their jobs. A key management responsibility is to ensure employees have a work environment that contains the tools they need to be effective. If employees have all the competencies needed to complete the job, but lack the resources to perform, the job will not get done. For example, customer service representatives who do not have working phones at their desk will not be able to call their customers to ask if their needs were met. 19. Opportunity. Employees may have the competencies and the resources to do the job, but may never be given the opportunity to perform. For example, a public relations specialist assigned to facilitate public forums will not have the opportunity to perform that assignment if no public forums are held. Supervisors should be aware when situations arise that prevent a competent employee from performing assigned duties well. Behaviors : Customer Orientated – Customer Service Representatives have to live to serve the customer. This can be a customer of the traditional sort visiting your office for an appointment, or it could be an internal customer from another department. Whatever the case may be, customer service is at the core of this position.
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Frequent Interaction With Others - With the high degree of emphasis on customer service, comes frequent interaction with others. It is important that the next administrative assistant you hire enjoys frequent interaction with others. Organized Workplace - A receptionist is like the nerve center of an office. It is absolutely critical that this individual have great organizational skills to ensure the smooth flow of information throughout your organization. Diplomacy and Tact - This position often serves as a gatekeeper to upper managers and executives and can also bear the brunt of an upset customer's anger. For this reason it is important that this individual be able to handle difficult situations with diplomacy and tact. Reference : http://www.educationask.com/general/1211-general.html Reference: http://www.lifehack.org/articles/productivity/effective-is-not-the-same-as- efficient.html Reference: Dupraw, M. & Axner, M. (n.d). Working on common cross-cultural communication challenges : http://www.pbs.org/ampu/crosscult.html http://answers.yahoo.com/question/index?qid=20070604204527AA8XttX http://www.customerservicemanager.com/customer-service-skills.htm
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14 Clear language speaking ability Knowing what words means...

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