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Written Interview questions for Transportation Customer Service Manager
1. Please describe your experience in the field of customer to include duties and responsibilities and the years of experience in the field.
Every position I have held has given me the opportunity to grow, implent and excel using my customer service skills. During my 4 years of experience as restauarant manager I was center of operations which made me the contact for customer, including their complaints. Although stressful at times, it was a very rewarding experience which taught me the foundation for which I’ve built upon over the last 13 years. My responsibilities as a manager in the food service industry ranged from working as a waitress to payroll. There were
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I have encountered distressed customers and I feel it is important to individualize each situation and cater to the best of my ability to the needs of those customers. I consider myself to have a high tolerance for stress and I stay calm in these situations, take a deep breath and maintain my professionalism. For example, I once had a customer who became irate when his insurance company did not pay for a medical test he had performed. He was screaming and insulting the company for which I worked. I remained calm, apologized for the inconvenience and asked the customer to explain the situation. Without interruption I allowed him to speak and I in turn repeated the problem to show him that I had been listening and understood his situation. I have found it important to not interrupt the customer because they want to feel as if they have a voice and want to be heard. It is also important to be understanding and I explained he was not responsible for the costs incurred due to a clerical error in which we did not obtain a prior authorization. I then explained how I would correct the error. I made sure this solution was acceptable to the customer and the customer left satisfied. I believe it was due to my calmness and my ability to listen to the customers needs. In this particular situation I was able to resolve the customers …show more content…
Setting priorities and goals are solid groundwork for completing any project. The last project I was assigned independently was to create a system to track defibrillator and pacemaker checks which were performed by the patient in their home. The checks were scheduled and the patient had complete them on a specific date. Then they were scanned into their chart and billed. I successfully created a system for documenting all of the above actions to ensure there were no missed checks, they were performed on the correct date, successfully scanned into the patients chart and billed correctly. This project took approximately one month to complete. I set my goals as stated above, I laid the groundwork by collecting the required information on each patient including which device they had implanted, how often the device was to be scheduled and which charges should be incurred. The outcome was a successful tracking system which performed it's duty.
5. Please discuss any experience you may have providing training or instruction to other
help that customer find the product or service that caters to their needs and wants. Along with that,
...at.If they don’t get what they want, now, they get angry.Even the most patient customers have their breaking point.Though the customer might be “tired and cranky” from a long day, what they need to understand is that the employee is probably working all day too.So they both could probably in a bad mood.“If one of them looses their tempers, the other will soon go off as well.”If the customer and employee became more understanding, then mostly everything would run more smoothly.Things happen, and when a problem does occur, it is often unpredictable.If no one became quickly upset, and just waited for the problem to be solved, the store would run more smoothly in the end (so that the next customer could be taken care of).
During the past 3 years I have experience of working in the Customer Service Industry being able to interact with different types of customers and gain skills. I have gained skills like being honest, reliable and organised. I have shown being reliable to my previous managers by attending all of the time and picking up extra shifts to help out. This industry has also made me realise that through communicating with customers I like to be able to see that I can make them happy and this can be shown through Acting and people applauding you for the work you have
1.2: Explain the process of mapping the customer journey and its importance in delivering effective customer service
While working at White’s Restaurant, my new experience was interacting with a variety of customers while trying to provide excellent customer service and gaining acceptance. The “regulars” would have inside jokes and unique orders that were not on the menu, yet Mr. and Mrs. White knew exactly their “usual” order and what they were joking about. Another new experience was preparing food on a large scale and cooking on a professional grill. I enjoy cooking and experimenting with new spices and flavors especially on an outdoor grill, yet I quickly realized that frying eggs on a professional grill is much easier than in a frying pan. My most unusual experience was trying to appease a customer without success who requested her scrambled eggs to be slightly runny yet brown; consequently, after many attempts Mr. White stepped in to fry her eggs. I learned you must be adaptive to meet your customers’ needs and demands because the customer is always right. Additionally, in a small town, word of mouth is the best advertisement, and you need to gain the trust and respect of the clientele and the owners, in other words be accepted as “one of the family.”
The customer services styles are quite important when it comes to the direct dealing with customers. Besides the products or services that are being offered to the customers by the organization you are working for, the way in which the sales persons represent those products and services to the customers play a major role in the satisfaction of the customers. The customers often seek polite, genuine and helpful response from the customer service representatives and for that purpose the customer service representatives adapt different customer service styles depending on the priorities of the customers.
As a Branch Manager, I was required not only to oversee the work of the sales staff, but the service department as well. I acquired the skills to be able to hold sales meetings, coaching and mentoring with great assurance.
Currently, I am in the sales department in a jewelry store called Pandora. The duties here require that I initiate service through socializing with the customers and learning as well as remembering the knowledge of Pandora. This way, the customers get the feeling of trust and can thus move ahead with the purchase processes. This is where I assist all the customers that are settled on jewelry on building their bracelets and finally check out the bill for the customer.
Customer service representatives are in charge of collaboration with customers by means of telephone, email, fax, mail, or in individual. They are the first purpose of contact of the customer with the company. It is their obligation to answer inquiries, settle issues, handle complaints and react to requests. Customer service representatives are required in all fields; finance, assembling, medicinal and protection, just to give some examples. Bosses depend on them to secure helpful communication in the middle of company and customers. I have interviewed Mr. Jacob Dawson who is working as operation manager in customer care services department at Universal Techno Outputs (UTO).
At any given time interview can be done with those in customer service and one thing will always remain there will always be unhappy customers. Anyone can search the internet and easily find many stories of customer complaints. There is even a website that allows small business to post complaints of those customers that are never happy. This brings the question is the customer always right? Looking at the current nature of business technology has made so many advances. Yet according to Bloomberg Business the upset customers are on the rise (Bloomberg). The industries that seem to be the most affected are those of the retailers, cable and satellite providers, and banks. This is in large part to the inability for the company to give the customer a lasting experience. The customer is left with unanswered question or the feeling of being swindled. The golden rule gives a great guideline to any manager facing an angry customer. How would you want to be dealt with? The manager can turn things around easily if they take the time to understand the issues in which the customer is upset. According to Forbes there are seven ways to handle u...
Abstract: The purpose of the paper is to focus on the customer relationship management in manufacturing industry in Jaipur. Establishment the customer relationships have always been a vital aspect of business. Hence, this article purpose to clarify the effect of CRM practices to organizational performance in the manufacturing industry. The main purpose of the paper is the explain of the current state of customer relationships and utilizing of CRM in manufacturing industry. This paper explain the problem in practical conditions and determines potential opportunities for improvement in CRM.
At Franklin Templeton, I have a number of daily duties which I am required to fulfill. I have broadened my knowledge of interacting with customers and obtaining the necessary information to fulfill their requests. My involvement with my colleagues has also allowed me to work in a group setting and learn to communicate effectively as well as accept constructive criticism.
Customer Relationship Management primary purpose is customer retention and the firm’s profitability. This is accomplished through the use of personal, technology; in addition, different tools process, and activities. To be successful at customer relationship management the firm must be selective with their investments. The focus of customer relationship management shifted from just new customers to retaining the customers. This is to build up their loyalty to the firm’s brand. The relationship between the two impacts both parties and can be affected by individual and several transactions. This style of management emerged from relationship marketing which has focused on the lifetime connection with the customer. This type of marketing became popular in the 90’s because firms began to realize the value of their customers as tangible assets they could control.
Irene Hau-siu C. et al. (2007) stated that having a good quality interaction between customers and employees will lead to desirable outcomes such as satisfaction, repeat patronage and profit. It will have affect for service employee development. The employee’s service skills are important to provide a high quality service. Employee training for provides good service as a supplement to service employee and then he or she were ability or skill to provide a high quality service. Besides that, the ability of employees to provide a high quality service to their customer and also to meet the customer’s needs more effectively and friendly, can be improve through the training and development experience.
...e customers, and showing empathy to each customer is a great technique to calm them down. Sometimes you have to place yourself in their shoes, and feel what they are feeling. Not all of my customers are irate, but some can be a bit difficult to work with. Having this ability to relate to others is important to me because, I have a chance to help my customers, employees, and everyone else. It does not bother me when I run into conflicts with people. According to the SDI self-assessment, when things are going well, I am very altrusitc-nurtung, which states that I have a concern for others. I am very friendly, helpful, considerate, supportive, and sincere; therefore, that is why I enjoy helping customers in our store. I strive hard to create a better working environment. I enjoy helping people! When I run into conflicts, I strive to maintain peace and harmony. (SDI)