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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 answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email or text, via live chat, and through social media. Qualifications include good communication, problem-solving, and computer skills.
Shutterstock In a world where every customer interaction is caught on camera, video, microphone or social media, it takes a special group of people to work in customer service.
Customer-centric relationship management (CCRM) is a nascent sub-discipline that focuses on customer preferences instead of customer leverage. CCRM aims to add value by engaging customers in individual, interactive relationships.
Social media. Social media are interactive technologies that facilitate the creation, sharing and aggregation of content, ideas, interests, and other forms of expression through virtual communities and networks. [1] [2] Common features include: [2] Online platforms that enable users to create and share content and participate in social networking.
Customer service training (CST) refers to teaching employees the knowledge, skills, and competencies required to increase customer satisfaction.
Within a dynamic perspective, customer satisfaction can evolve over time as customers repeatedly use a product or interact with a service. The satisfaction experienced with each interaction (transactional satisfaction) can influence the overall, cumulative satisfaction.
P21's Framework for 21st Century Learning P21 skills. 21st century skills comprise skills, abilities, and learning dispositions identified as requirements for success in 21st century society and workplaces by educators, business leaders, academics, and governmental agencies.
Communications training or communication skills training refers to various types of training to develop necessary skills for communication. Effective communication is vital for the success in various situations. Individuals undergo communications training to develop and improve communication skills related to various roles in organizations ...
Technical support, also known as tech support, is a call centre type customer service provided by companies to advise and assist registered users with issues concerning their technical products. Traditionally done on the phone, technical support can now be conducted online or through chat.