Consider the job of a customer service representative who fields telephone calls from customers
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Consider the job of a customer service representative who fields telephone calls from customers of a retailer that sells online and through catalogs. What measures can an employer take to design this job to make it efficient? What might be some drawbacks or challenges of designing this job for efficiency? |
Explanation
The considerations by the firm in enhancing customer executive role can be explained as follows:
The script used by the executive can be enhanced based on the recordings saved by the firm, consequently developing customer relationships.
After a call is being taken by the executive, the firm should take feedback from the attendant in the form of surveys. This helps build a robust customer relationship model.
The disadvantages of implementation can be explained as follows:
The firm has to create processes for sending feedback forms and analyzing recorded calls, which may increase the cost for the company.
The tracking of calls may sometimes disturb the workflow of the firm by not providing useful information, resulting in wastage of time.
Sample Response
The points to be considered for making an effective model for customer care work may be as follows:
Recording calls taken by executives for training purposes
Considering feedback from customers post the calls
The challenges that could be faced while increasing the efficiency of the job are as follows:
Increased cost to the entity
Inefficiency in time management by the entity
