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General Chat Thread, improving customer services in General; hi, please let me know what you think making a customer service call center more prompt and professional would do ...
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    andrew_91090's Avatar
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    improving customer services

    hi,

    please let me know what you think making a customer service call center more prompt and professional would do for the customer and the company.

    Thanks

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    Improve the experience?

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    andrew_91090's Avatar
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    no just to improve the actul customer service to a prompt and professional service, how does it befit the customer and the company?

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    Me thinks he means it would improve the experience recieved by the customer

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    Quote Originally Posted by eramandi View Post
    Me thinks he means it would improve the experience recieved by the customer
    I did indeed.

    OP: Can you put some context to it please; what you're trying to report on/ascertain specifically?

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    andrew_91090's Avatar
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    lol no i'm saying if there was a costumer service call centre, and it made the staff sound more professional and more prompt in the calls it recieved, how would it benifit the customer and company?

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    It would benefit the customer because they don't want to be on the phone forever, and would rather have a swift resolution to their problem.

    It would help the company because the customers would be happier.

    ...?

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    Quote Originally Posted by kmount View Post
    It would benefit the customer because they don't want to be on the phone forever, and would rather have a swift resolution to their problem.

    It would help the company because the customers would be happier.

    ...?
    yes this is what i mean, thanks alot

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    Okay,

    Customer:
    More confidence in the company in answering their queries promptly and effectively. (You didn't mention whether skills would be increased by the staff other than them being quicker and more professionally polite)

    Company:
    Potential to save money on less retention staff for customers annoyed with the level of service received from the call centre staff.
    Potential to handle more calls if the process is streamlined and made quicker.
    Potential to win awards if customers are happy with the level of service received.

    I'm out of thinking now, would still appreciate some context in why you're asking.

  11. Thanks to kmount from:

    andrew_91090 (1st July 2009)

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    Business studies coursework due in soon?

  13. Thanks to jamesb from:

    OutToLunch (1st July 2009)

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    Quote Originally Posted by kmount View Post
    Okay,

    Customer:
    More confidence in the company in answering their queries promptly and effectively. (You didn't mention whether skills would be increased by the staff other than them being quicker and more professionally polite)

    Company:
    Potential to save money on less retention staff for customers annoyed with the level of service received from the call centre staff.
    Potential to handle more calls if the process is streamlined and made quicker.
    Potential to win awards if customers are happy with the level of service received.

    I'm out of thinking now, would still appreciate some context in why you're asking.
    well i'm on a course at the moment and it's asking me to explain this and i didn't know what to put, this helped a geat deal, thank you.

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    Quote Originally Posted by andrew_91090 View Post
    if there was a costumer service call centre, and it made the staff sound more professional and more prompt in the calls it recieved, how would it benifit the customer and company?
    It wouldn't benifit either. Having people answer phones quicker and use longer words doesn't get the customer's problem fixed any faster or better.

    --
    David Hicks

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    Quote Originally Posted by dhicks View Post
    It wouldn't benifit either. Having people answer phones quicker and use longer words doesn't get the customer's problem fixed any faster or better.

    --
    David Hicks
    "professional" doesn't just mean using longer words!

    If the person answers the phone quickly, knows what you're asking for and can sort it then that (to me!) would mean they're being professional.

    I appreciate this isn't always what happens (you get 2 minutes of "happy to help" type stuff before you can get started) but it ought to be what happens :-)

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