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Customer retention and satisfaction research proposal
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Chime - What was your most recent customer support, account management or client relations position and what was your favorite part of the job? What was your least favorite piece? For the past 4 years, I was an Account Executive at Banorte Bank where I managed customer accounts ranging from small checking accounts to large business payroll deployments. I educated clients on the different product offerings and trained them on how to use our ebanking system while providing technical support throughout the entire on-boarding process. My favorite part of the job was creating a long lasting relationship with customers. It is rewarding to know that our customers trust us, and as a result, they remained loyal to our company. Sometimes, I’ll have customers who would visit my office just to say “Hi” to the team because they valued our …show more content…
How did you handle the situation and how did it turn out? I had a customer who got very angry because the credit card equipment that he ordered from us took a while to arrive - he needed it for an event and had waited for two-weeks before deciding to contact us. I understood his frustration and apologized for the situation, then reassured him that the credit card machine will be delivered before his event date. Then, I communicated to the team about the product delay and with their help, we expedited the process. To manage his expectation, I routinely followed up with him by mail and phone to keep him updated on the status of his delivery. Once the equipment was delivered on time, I made an in-person visit to make sure everything was working as expected. Although there was a slight hiccup in our delivery process at the beginning, he was happy that the equipment arrived on-time for his event, he continued to order new products and we kept a positive business relationship. - What are your long term career goals, and how can this position at Chime help you get
The common statement, “The customer is always right” is entirely wrong and this interpersonal situation is a perfect example of that (Kim, 2014). Bre is a customer service representative for a gym facility and is faced with an angry and rude customer and no matter what Bre said, it was not going to make things better for Emily. Emily made it obvious that she was angry by interrupting Bre while she was talking, cursing, clenched shut month when she was not speaking and for assuming that it is the establishments duty to call her and inform her about her account and expired credit card (Richmond, McCroskey, & Hickson,
Working this job for nearly two years, it made me significantly more responsible and taught me many things about being patient. Having to deal with many different things at once, I learned how to balance things and take duties one step at a time and not get overwhelmed. This job was like taking a two year class on how to be responsible and be patient when difficulties are stacking up against you.
As I mentioned earlier in the discussion boards, I work for an obstruction lighting company. We recently delivered an order of lights to a customer in Mexico. The order was carried out successfully in terms of numbers, delivery times, and quality. Although there were many things that were not done correctly during the elaboration of the lights, no one seemed to care and simply we went unnoticed. We had all met the goals we had set for ourselves. After shipping the order, it was worrisome to
Understanding, helpful, nurture, amuse and mingle. This is the trueness of a loyal and long term relationship. Relationships are the success of your business. So part of your job is to unleash the greatness in people who’ve never seen the greatness within themselves… Treat them right, be interested in them, show you care and they will remain loyal to you. The best gift in return is that you have given of yourself….
my managers and boss or simply the money that I’m making, my new job was and is a very
no time for customers. They acted as if it was a burden for them to stop and
Initially the bank’s core banking system was product oriented, but the need of the hour was to develop a customer oriented system, because the challenge is to build customer loyalty, cross sell, and enhance repeat business.
In addition to being customer centric, Amazon claims to hold a “high hiring bar”. Customer service for Amazon and be done via the website on the “Contact Us” page, sending an email, calling the Customer Service number or online Chat. According to Amazon’s webpage, they have been ranked “#1 Customer Service” by ForSee Experience Index: US Retail Edition for 9 consecutive years up to 2013. A personal experience with Amazon customer service, after receiving an email notification that the order was shipped and delivered, no box was found. However, since this was not the first time receiving an email before the box, I waited another day. When no delivery, I sent an email to request a replacement, only to receive an email that the order could not be processed and to call customer service. The representative was polite, professional and generally concern with having the gift for a friend’s birthday. With a few more verification of my information, and asked if I was willing to wait a few more days for an investigation with the delivery company, which I agreed. When the investigation was conducted, customer service returned my call and stated that they were unable to find the product on the truck, proof of delivery and another product was shipped out, without any additional charges. Amazon did demonstrate the “customer is always right” model when asking to
...ther or mechanical or even customs delay. Customers were upset of these issues when they were expected to have on-time delivery of their shipments.
...d growth opportunities at all levels in the Air Force (Tactical, Operational, and Strategic). This makes my job hectic and demanding and requires great customer service skills.
Communication modern technological tools that have been enhanced by Information Technology are having an impact on changing the very structure and communication of banking. That is, clients are enabled to make their banking transactions whenever and wherever they want. Bank clients, by just logging on their online account, can transfer any amount of money from their account to any other account, check their last processed banking transactions and apply for loans and other banking services. According to Keyes ( 2000, p.591) 'electronic checks provide consumers with the benefits of convenience and safety while allowing billers to maintain their existing depository relationships with their banks'. Further, e-mails has enabled bank employees to notify their customers of any new enhanced bankin...
I am a customer service representative at a health company funded by the state. I hear a lot and a lot is expected from me. My job description consists of talking to members over the phone. I explain about their benefits, services that we offer, obtain personal information, I verify authorization, look for provider and etc. With being the first point of contact I try hard to deliver the best customer service that I possibly can; so that I can show that I really cares about the members. The three core values that help me work with my customers are respect, honesty, determination, these three values has shaped me into the young lady that I am today, but most importantly they help me provide great customer services.
...r in financial services with assets of $2 trillion, and third largest deposit base U.S. banking institution behind Wells Fargo and Bank of America. My responsibility includes direct supervision of 15-18 bankers, ensure proper staffing coverage to meet service level requirements, provide ongoing training and support to bankers ensuring optimum level of customer satisfaction, analyze banker’s performance and develop action plan to improved performance gaps. Handle general administrative duties (i.e. employee file maintenance, management reporting, review and audit time sheets attendance records, communicate policy & procedure updates). Through this work experience I gained knowledge and skills in providing an effective and clear focus in developing the team’s performance. Guides, motivates, coaches and inspires subordinates to positive performance and development.
One of the reasons why banks adopted this new system, was the ‘boom’ in online shopping and the need for an online payment platform. For the bank themselves, online banking reduces customer service staffing levels, as well as improving speed and flexibility of business transactions. (Shih and Fang, 2004)
The Traditional Theory of Banking In this paper author review the traditional theory of banking and attempt to examine the theoretical reasons for why banks exist. As a financial intermediation, the natures of the banks are to provide financial services and conduct the intermediary functions in the whole financial system by accepting deposits and making loans. The question raised here are how they conduct these roles and why the borrowers and lenders do not come together without the banks for the saving of intermediation costs, why both of the two parties are ready to pay for their services and what’s the value added by the banks? The paper proceeds as follows. Section 2 offers a traditional view of banks and describes the nature of them.