This website uses cookies to ensure you have the best experience. Learn more

Case The Customer Service Agent Essay

2133 words - 9 pages

Compensation Management
Assignment one
Case 1: The customer service agent

Case 1: The Customer Service Agent Case
Question one: Does the Day Diary include sufficient information?
The day diary conducted includes sufficient information. The day diary includes a full day for one employee working as a customer service agent. Through the information provided it reveals the different activities conducted throughout the day. These data can help to identify the different tasks, responsibilities and the work environment inside the organization. The data can support to have a whole picture on the organization main objectives, duties and some policies included in the organization. The given ...view middle of the document...

Job Content
* Tasks conducted in the job :
* Handling buckets of email.
* Answer phone call.
* Search the database.
* Reply to customer complains.
* Handling customers.
* Answer both the buyer and the seller.
* Inform the customer and the seller with action performed if any.
* Trust and safety work (Investigating fraud).
* Answer the customer questions.
* Pass information between buyers and seller.
* Resolve the occasional dispute.
* Personalize each message.
* Giving attention to the customer.
* Take more time to answer the customer specific questions.
* Activities conducted in the job :
* Giving the customer correct information such as the example that the customer service agent can request from the seller a date for the shipment and tracking number then send this information to the buyer in case of shipment delayed. Another example getting from the database an answer about the direct deposit linking the customers of half.com transaction with their checking accounts.
* Solve customer issues: through solving the customers problems, act as a mediator between buyer and seller. Calming the customer if needed. Resolve the dispute. Act as a crucial link between the customer and the website.

* Performance Criteria:
* In the day diary there was no clear explanation of the performance criteria. Based on the text we can interpret that performance conducted by an employee as Mr.rayan fields from 60-100 mails daily.
* Concerning phone calls the performance based on the diary is six phone calls daily.
* Most messages are answered within 24 hours.
* Employees receive quarter bonus beside the wages.

* Critical Incident:
* Insure excellence in customer service. Halfway.com try to favor the customer and maximize the customer service to have a competitive advantage over its competitors’.
* Fraud investigation. Contact both parties make sure no fraud occur between the buyer and seller.
* Refund customers in specific cases either through seller or the company itself in case if the seller conducted a dispute
* Conflicting demands:
* The customer service agent deals with different parties both are considered customers but totally different parties: the buyer and the seller. For example try to handle the buyer and send to the seller to take an action. After getting respond from the seller forward this respond to the buyer. This is considered to be conflicting demands.
* Working conditions:
* The physical work conditions can be considered to be very good based on the day diary. The employees have kitchen, cafeteria with lounge. The physical work condition also contains satellite television playing espn, bing bong table and foosball table. This indicates that the work environment is considered to be interested and include different activities to the employees allowing them to have pleasurable time in...

Other Papers Like Case the Customer Service Agent

Application Of 7ps In Western Union Money Transfer & Service Creation And Delivery

2408 words - 10 pages locations served * Physical and electronic channel * Customer control * Convenience * Channel partners or intermediaries. * Geographic locations served: Western Union operates through a network of approximately 485,000 Agent locations in 200 countries and territories. So, the customers can access the service of western union “Anytime, Anywhere”. Western union always opens for the customers. * Electronic channel: Western

Mobile Banking in Bangladesh Essay

1962 words - 8 pages , Banglalink and Airtel  Own agent of DBBL (3rd Party Agent)  Union Information Service centre (UISC) located at each of the Unions of Bangladesh. One can now withdraw remitted money from any of these agent points. Apart from above, one can withdraw remitted money from any branch of DBBL or ATM. How to check your account balance?  Citycell customer will send an SMS to 16216 by writing M or Blank SMS, Banglalink & Airtel subscriber will dial *322

Marketing

4208 words - 17 pages . agent offer quality and expertise | 3.00 | b. convenient service process | 3.05 | c. agent will serve me for a long time | 3.08 | d. avail of agent services based from past transactions | 2.97 | e. dealt with agent before so getting what I need is easy | 3.07 | General Weighted Mean | 3.03 | Customer Satisfaction |   | a. positive feelings toward the agent | 3.11 | b. I feel good going to my agent | 3.10 | c. Overall, I am

Ob Jajsdkasdasd

666 words - 3 pages Case Incident 2: Abusive Customers Cause Emotions to Run High Summary Telephone Customer service representatives have a tough days with the automated telephone system that create a labyrinth for the customer. It keeps the awaiting for a long period even though when it is urgent. For this system customers become stressed out and fall into abusing the CSR (Customer Service Representatives) in this highly psychological case we have seen how the

Good Or Bad Service

3215 words - 13 pages service on repair, this is the extra service that other normal customer would not have chance to enjoy it. At all First Bank in Baltimore, those customer who slotted as top customer get the option to click on a Web icon that direct them to a live service agent for a phone conversation. This service is just for so called “top customer”. At First Union, credit card customer has been codes in several colors. Green means profitable customer, reds

Whistleblower

818 words - 4 pages Principal-Agent Theory Applied to Whistleblower Case Britte Earp Capella University August 6, 2013 Abstract Principal-Agent Theory Applied to Whistleblower Case The principal-agent theory of public administration is based upon contracts, whether physical or mental contracts. Under this theory, generally within public administration, the principal is the public and the agent is the employee of the government. In recent years, however

President

1019 words - 5 pages The Personal Touch Alejandra Marroquin Velazquez Lasell College, MGMT703 March 30, 2015 Intro This case study presents that customer service is very important for FedEx, a global leader in shipping industry. FedEx is one of the largest organization with 275,00 employees and independent contractors handling an average of 6 million packages using 669 aircraft and 71,000 trucks. FedEx servers more than 220 countries and territories, while

Casw Study

1583 words - 7 pages As Principal and Agent:  When a banker performs Agency service he becomes Agent of his customer.  This may include collection of cheques and other instruments or payments on behalf of the customer with his standing instructions. As Pawner/Pawnee, Mortgagor and Mortgagee:  When a customer pledges goods and documents with the bank as security for an advance, he becomes the Pawner and the bank becomes Pawnee. Similarly, when advance to the customer is made against security of immovable property, the relationship becomes that of Mortgagor and Mortgage. -----------------------------------------

Waiting Line Systems

1840 words - 8 pages , thus reducing the chance of the customer or caller dropping out of the line. Challenges that a call center faces when using a waiting line model would be “agent variation.” Customers calling into a call center have no clue as to what type of experience they will have. The customers service representative could be rude, empathetic, easy to understand or barely intelligible. They may be connected with a representative who is attentive and

Ethics in Managerial Accounting

1258 words - 6 pages . In the case that the short lifespan of the component could eventually pose a safety risk, all stakeholders, including the community, will likely be affected. The purchasing agent will be responsible for correcting these problems by finding a higher quality component and would also have an unfavorable performance report when compared to that of his predecessor. In the case that the company investigates these potential problems and finds the

Sales Rep Start Up Paper

1015 words - 5 pages proceed with acquiring a business. My business plan has been completed. The plan includes details on maintaining a focus on customer needs, sales and marketing within the office. Recap of Visit to Agent Tom Voyen’s & Matt Boockmeier’s Office I have visited with State Farm agents Tom Voyen and Matt Boockmeier. Although their personalities were quite different, their words of wisdom were remarkably similar. Namely, insurance is a numbers

Related Essays

Investigation Of The Harvard Business School Case Study "Starbucks: Delivering Customer Service"

3563 words - 15 pages . Growth is estimated at a compounded annual rate of 20% for the firm.Customer ServiceThe crux of this case is Starbucks focus on customer service. Starbucks goes to extreme measures to ensure its customers are satisfied. Starbucks commitment to customer service is most evident in their employee-training program. The training program installs what are called "hard skills" such as operating the cash register and mixing drinks. However, it's the

The Impact Of Communication Styles On Customer Service

573 words - 3 pages The Impact of Communication Styles on Customer Service Unit 5 AB221 Malana Crofoot Kaplan University 02/07/2012 The Impact of Communication Styles on Customer Service Great customer service is a direct result of the communication style that the company uses. Do not get this confused with personality styles. That is something altogether different. Communication style is the way people interact with each other

Explain How Focusing On The Customer, By Providing Good Customer Service, Is Essential To Retailing

808 words - 4 pages Customer service is important because it allows the business to stay connected with its customers and to receive valuable feedback which could prove beneficial to the business in regards to any improvements needed to be made to their products and services. It is also important to carry out good customer since satisfied customers will make repeat purchases and recommend the product to friends, leading to additional word-of-mouth sales. For this

D2 Asess The Impact Of Different Sales Techniques And Customer Service

763 words - 4 pages P1 - The processes involved in recruitment planning I have chosen to look at Cheadle College and Tesco for my businesses. October 2004 the college changed its name to CAMSFC (Cheadle and Marple Sixth Form College.It was the largest further education college in the country in 2004, with around 9001 students. In 2011, the college commenced a consolidation of the two sites in Marple, entering into talks with Asda, aiming to sell the Hibbert Lane