interview questions on customer service skills

Ngày tải lên: 24/11/2014, 01:39

... FRAMEWORK Customer care or customer service definition Customer service is the provision of service to customers before, during, and after a purchase According to Jamier L Scott (2002), Customer service ... improvement An excellent customer service must be accurate, prompt, polite, and convenient for customer Good customer service means profit because once customers satisfy with customer service quality ... questions The answers for closed questions will provide researcher with customers’ data including their personal information such as name, gender, age, and communication information such as telephone...

Ngày tải lên: 15/04/2013, 13:51

... framework Customer care or customer service definition Customer service is the provision of service to customers before, during, and after a purchase According to Jamier L Scott (2002), Customer service ... improvement An excellent customer service must be accurate, prompt, polite, and convenient for customer Good customer service means profit because once customers satisfy with customer service quality ... designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." In opinion of customer A, customer service can be a high quality...

Ngày tải lên: 17/02/2014, 12:43

... problem resolution The "80/20" rule Successful customer service doesn’t require the ability to answer every conceivable customer question online More than 80% of all customer questions are usually ... information posted onto your site or responding to incoming emails, your service solution must enhance your ability to respond quickly Don’t confuse this with the rapid posting of information marketers ... put on your site Quality customer service requires the rapid posting of customer- driven content Make customer service resources easy-to-find and easy-to-use Great content isn’t much use if customers...

Ngày tải lên: 28/06/2014, 12:20

... problem resolution The "80/20" rule Successful customer service doesn’t require the ability to answer every conceivable customer question online More than 80% of all customer questions are usually ... information posted onto your site or responding to incoming emails, your service solution must enhance your ability to respond quickly Don’t confuse this with the rapid posting of information marketers ... put on your site Quality customer service requires the rapid posting of customer- driven content Make customer service resources easy-to-find and easy-to-use Great content isn’t much use if customers...

Ngày tải lên: 28/06/2014, 17:21

... impact on customer satisfaction in term of Check-in service, Boarding service and In-flight service Service quality has weak impact on customer satisfaction in Airport service due to this service ... quality, Customer satisfaction 2.2.1 Service quality (1) Definition of service quality Service quality can be defined only by customers and that it occurs when a service organization provides service ... 2.2.2 Customer Satisfaction (1) Definition of Customer satisfaction Customer satisfaction can be identified as the customer' s evaluation of a product service in terms of whether that product or service...

Ngày tải lên: 05/07/2014, 10:08

... service customers receive in TGN2305 restaurant system Following past research on the concepts and the operation of the construction quality of service received impact on customer satisfaction, ... company’s services to other customers The consumer satisfaction for the emotional service for company business services based on each contact or dealings with that company (Bitner & Hubbert, 1994) Service ... quality Customer Complaints Customer satisfaction (ACSI) Perceived value Customer expectations Customer Loyalty Fig The ACSI (American customer satisfaction model) The ACSI uses customer interviews...

Ngày tải lên: 05/07/2014, 10:08

... 1996) H2: Relational dimension of service quality has a positive impact on customer satisfaction Relational dimension refers to additional services and experience which the bank brings customer besides ... dimension of service quality and mortgage customer satisfaction is confirmed with Pearson’s correlation coefficient value of 0.512 Tangible dimension of service quality has a positive impact on customer ... model on determinants of customer satisfaction on mortgage lending service of ANZ was formed out with independent variables of core dimension, relational dimension and tangible dimension of service...

Ngày tải lên: 26/05/2015, 08:32

... banking Information Provision: Information provision has become one of the key elements of online service quality as customer would need the right information that enables them complete online banking ... Service has positive impact on customer satisfaction in internet banking Hypothesis (H2): Customer Service of Online Service has positive impact on customer satisfaction in internet banking Hypothesis ... Assurance of Online Service has positive impact on customer satisfaction in internet banking Hypothesis (H4): Preferential Treatment of Online Service has positive impact on customer satisfaction in...

Ngày tải lên: 23/10/2015, 15:38

Ngày tải lên: 03/10/2012, 15:19

Ngày tải lên: 03/10/2012, 15:19

Ngày tải lên: 03/10/2012, 15:19

Ngày tải lên: 03/10/2012, 15:19

Ngày tải lên: 03/10/2012, 15:19

Ngày tải lên: 03/10/2012, 15:19

Ngày tải lên: 03/10/2012, 15:19

Ngày tải lên: 03/10/2012, 15:19

Ngày tải lên: 03/10/2012, 15:19

Ngày tải lên: 03/10/2012, 15:19

... expensive and inconvenient, it is, but it is less expensive than losing a customer and having to spend money and time landing a new one 5) Under Promise, Over Deliver Make your customers believe ... business, but your level of service will make it difficult to compete If 24-hour turnaround is excellent service in your industry, don't promise it in 12 just because the customer requests it (Copyright ... believe they are important to you by always appearing to go the extra mile Build a little cushion into a deadline and deliver early Estimate that a job will cost more than you think, and bring...

Ngày tải lên: 18/10/2012, 16:06