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Customer Service Training
Customer service training (CST) refers to teaching employees the knowledge, skills, and competencies required to increase customer satisfaction. Audience 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. Content Course content typically includes greeting the customer (either by phone or in person), questioning to understand the customer’s need or problem, listening, confirming understanding, responding with value, using positive language, eliminating jargon, concluding the phone or face-to-face interaction, dealing with angry customers, and the importance of body language and tone of voice. Methodology Customer service classes can be taught in a traditional classroom setting with workbooks or DVD and a trainer, through various ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Service
Customer service is the assistance and advice provided by a company to those people who buy or use its products or services. Each industry requires different levels of customer service, but in the end, the idea of a well-performed service is that of increasing revenues. The perception of success of the customer service interactions is dependent on employees "who can adjust themselves to the personality of the customer". 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. 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. Customer service does not only focus on the external aspect of the organization, but also the internal relations that facilitate the business activity. For ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Satisfaction
Customer satisfaction (often abbreviated as CSAT) is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."Farris, Paul W.; Neil T. Bendle; Phillip E. Pfeifer; David J. Reibstein (2010). ''Marketing Metrics: The Definitive Guide to Measuring Marketing Performance.'' Upper Saddle River, New Jersey: Pearson Education, Inc. . Customers play an important role and are essential in keeping a product or service relevant; it is, therefore, in the best interest of the business to ensure customer satisfaction and build customer loyalty. The Marketing Accountability Standards Board (MASB) endorses the definitions, purposes, and measures that appear in ''Marketing Metrics'' as part of its ongoing ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Face-to-face Interaction
Face-to-face interaction is social communication carried out without any mediating technology. It is defined as the mutual influence of individuals’ direct physical presence with their body language and verbal language. It is one of the basic elements of a social system, forming a significant part of socialization and experience throughout an individual's lifetime. It is also central to the development of groups and organizations composed of those individuals. Face-to-face interaction not only allows people to communicate more directly, but has been shown to improve mental health and can reduce various mental illnesses, most commonly, depression and anxiety. Studies on face-to-face interaction Most research and studies on face-to-face interaction is done via direct observation; the goal is to explain the regularities in the actions observed in these interactions. The study of face-to-face interaction examines its organization, rules, and strategy. It has been of interest to ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Web Based Training
Web most often refers to: * Spider web, a silken structure created by the animal * World Wide Web or the Web, an Internet-based hypertext system Web, WEB, or the Web may also refer to: Computing * WEB, a literate programming system created by Donald Knuth * GNOME Web, a Web browser * Web.com, a web-design company * Webs (web hosting), a Web hosting and website building service Engineering * Web (manufacturing), continuous sheets of material passed over rollers ** Web, a roll of paper in offset printing * Web, the vertical element of an I-beam or a rail profile * Web, the interior beams of a truss Films * ''Web'' (2013 film), a documentary * ''Webs'' (film), a 2003 science-fiction movie * ''The Web'' (film), a 1947 film noir * Charlotte's Web (2006 film) Literature * ''Web'' (comics), a MLJ comicbook character (created 1942) * ''Web'' (novel), by John Wyndham (1979) * The Web (series), a science fiction series (1997–1999) * World English Bible, a public-dom ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Blended Learning
Blended learning, also known as technology-mediated instruction, web-enhanced instruction, or mixed-mode instruction, is an approach to education that combines online educational materials and opportunities for interaction online with physical place-based classroom methods. Blended learning requires the physical presence of both teacher and student, with some elements of student control over time, place, path, or pace.Friesen, Norm (2012).تیتبصتبخهثبتخهسثتبخسثبخهسثتبسثبخØ"Report:Defining Blended Learning"/ref> While students still attend brick-and-mortar schools with a teacher present, face-to-face classroom practices are combined with computer-mediated activities regarding content and delivery. It is also used in professional development and training settings. Since blended learning is highly context-dependent, a universal conception of it is difficult. Some reports have claimed that a lack of consensus on a hard definition of blended learning ha ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
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