Unit 6 Customer Service Discussion Board information communicating through body language

And performance plans so that they can hire the best

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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. 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.
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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 Please Rate this Solution a. What are audience characteristics you need to consider? 1. Managers' background on the subject matter is high. They need to know effects on people and profits and they are seeking the professional judgment of the speaker. They are more concerned with practical matters. 2. Sales people background on the subject matter is also good. They need to know the details of the
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Unit 6 Customer Service Discussion Board information communicating through body language

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