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Any employee who interacts with a customer is a candidate for customer service training. In addition to customer service representatives, this includes other positions such as receptionists, technical support representatives, field service technicians, sales engineers, shopkeepers, waiters, etc.
Workforce management (WFM) is an institutional process that maximizes performance levels and competency for an organization.The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.
The perception of success of the customer service interactions is dependent on employees "who can adjust themselves to the personality of the customer". [2] Customer service is often practiced in a way that reflects the strategies and values of a firm. Good quality customer service is usually measured through customer retention.
A Firestone customer service representative in Berkeley Heights, New Jersey. Customer service representatives, customer service advisors, customer service agents, or customer service associates are employees who interact with customers to handle and resolve complaints, process orders, and provide information about an organization’s products and services.
Training and development involves improving the effectiveness of organizations and the individuals and teams within them. [1] Training may be viewed as being related to immediate changes in effectiveness via organized instruction, while development is related to the progress of longer-term organizational and employee goals.
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Effective communication is vital for the success in various situations. Individuals undergo communications training to develop and improve communication skills related to various roles in organizations. Good executive communication helps garner trust between bosses and employees and between team leaders and their direct reports. [1]
Failing to address this issue lead to decreased productivity, increased rates of absenteeism and associated costs, increased conflicts in the work environment, increased customer or consumer complaints, and increased employee turnover rates and costs associated with selection and training replacement staff. [3]
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related to: customer service coaching for employees