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Good quality customer service is usually measured through customer retention. Customer service for some firms is part of the firm’s intangible assets and can differentiate it from others in the industry. One good customer service experience can change the entire perception a customer holds towards the organization. [3] It is expected that AI ...
Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and ...
In sales, commerce, and economics, a customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good, service, product, or an idea, obtained from a seller, vendor, or supplier via a financial transaction or an exchange for money or some other valuable consideration.
With aspects of relationship marketing and service-dominant perspectives, customer engagement can be loosely defined as "consumers' proactive contributions in co-creating their personalized experiences and perceived value with organizations through active, explicit, and ongoing dialogue and interactions".
[1] [2] Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email or text, via live chat, and through social media. [3] Qualifications include good communication, problem-solving, and computer skills. [1]
The gamification of customer service environments includes providing elements found in games like rewards and bonus points to customer service representatives as a method of feedback for a job well done. [48] Gamification tools can motivate agents by tapping into their desire for rewards, recognition, achievements, and competition. [49]
Service quality can be related to service potential (for example, worker's qualifications); service process (for example, the quickness of service) and service result (customer satisfaction). Individual service quality states the service quality of employees as distinct from the quality that the customers perceived.
The Customer Service Excellence Standard is made up of 5 criteria with 57 elements in total. Assessment is carried out via a desktop review by an authorised assessor followed by an on site visit lasting one, two or three days (sometimes more) depending on the size of the department or organisation being assessed.
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