The requirements of a customer care system are ultimately determined by consumers, and all of us are consumers in one way or another. We associate the following characteristics with good customer service:
The customer service representative is friendly.
The customer service representative knows about previous contact sessions and is able to continue a session from where it was left off.
The customer service representative is capable of completely servicing the call.
The customer service representative provides immediate change in the service for most service requests.
The customer service representative is experienced, and calls are completed in a timely manner.
The customer service representative provides accurate commitments.
The customer service representative provides accurate information.
The customer service representative does not transfer calls to others.
The customer service representative does not put the call on hold for long periods of time.
Many of the above characteristics seem to be CSRdependent and to require extensive experience. However, with a good customer care system, these characteristics manifest externally to the customer even from relatively inexperienced CSRs. The only capability that cannot be implemented in a customer care system is the first characteristicfriendly customer service representatives. As a result, an effective customer care system requires that service providers select CSRs more for their interpersonal skills than for their technical skills.
MORE TO COME
Shy,
Acha Plagiarism you must quote source- be fair na kwenye posts zako nyingi hii umezoea!
Yaani cut and paste kutoka ktk mtandao!
You can do better Shy!
Shy,
Naming sources is important, less you be branded a plagiarist, unless you authored the below PDF.
The text you provided is copyrighted by the Internet Engineers Consortium.
http://empoweringsoho.files.wordpress.com/2007/06/cust_care.pdf
Kilichotuharibya customer service ni udugu wa lazima tuliyo=anzishiwa na nyerere, sasa kama kila mtu ni ndugu yako, customer service itoke wapi, ikiwa wote ni ndugu nani ni mteja? Na ndio maana mpaka leo hata zile huduma ambazo ni haki yako kabisa kupewa, iwe ni ya serikali au sekta binafsi, basi unatarajiwa kuiomba hiyo huduma, na si haki yako ambayo unaweza ukai-demand.Hivi ni lini Watz tutambua kuwa customer service ni focal point ya maendeleo ya uchumi? Ukweli ni kwamba nchi yetu ina CS mbaya mno. I mean, at 21st century, who doesn't know that Customer Values are the most important forces in any organization?
Na vipi kuhusu huduma kwa wateja kwa makampuni ya simu? Mie huwa nakereka sana napoomba kuhudumiwa, halafu unakutana na wafanyakazi waliochoka na wanakuwa na majibu yenye nyodo! Specificaly I talk about Celtel.
Speaking of mobile phone service, hivi ni kwanini haya makampuni ya kibongo huwa yana disconnect number pindi isipotumiwa kwa muda fulani? Huwa ninakwenda nyumbani kila baada ya miezi 6. Na kila nikienda inabidi niende office za Vodacom kujaribu kuirudisha number yangu.
Well, mara ya mwisho wamenishauri kwamba niwe namwachia mtu SIM card yangu ili awe anaitumia at least every other week. Sasa hiyo si inaleta matatizo ya privacy?
Sasa huu si usumbufu?
Kwani hivi ndivyo inavyokuwa kwa prepaid phone service zote duniani?