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Customer service is the assistance and advice provided by a company through phone, online chat, and e-mail to those who buy or use its products or services. Each industry requires different levels of customer service, [1] but towards the end, the idea of a well-performed service is that of increasing revenues.
Customer service representatives, customer service advisors, customer service agents, or customer service associates are employees who interact with customers to handle and resolve complaints, process orders, and provide information about an organization’s products and services.
Early interactive kiosks sometimes resembled telephone booths, but have been embraced by retail, food service, and hospitality to improve customer service and streamline operations. Interactive kiosks are typically placed in the high foot traffic settings such as shops, hotel lobbies, or airports .
Functional managers and project managers have different roles and duties within an organization. Functional managers are accountable to manage people with specific skills and different resources within a department or section to meet functional objectives as well as corporate objectives.
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Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It is a measure of how products and services supplied by a company meet or surpass customer expectation.
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Customer service training (CST) refers to teaching employees the knowledge, skills, and competencies required to increase customer satisfaction.
Customer service representatives must be trained to value customer relationships and trained to understand existing customer profiles. Even the finance and legal departments should understand how to manage and build relationships with customers.
The Customer Service Excellence, (previously the " Charter Mark ") is an accreditation for organisations, intended to indicate an independent validation of achievement.