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Customer Service: Tech Skills Not Enough
"One misspelled word and customers begin to doubt the validity of the information they are getting," warned Mary Jo Lichtenberg, former director of training, quality, and career development at CompUSA, in Plano, Texas. One of her big problems was training service agents with weak language skills. "Just because agents understand technically how to troubleshoot computers or pieces of software and can walk custom- ers through solutions extremely well over the telephone doesn't mean they can do the same in writing," she complained. "The skill set for phone does not necessarily translate to the skill set needed for writing e-mail."57 As more customers choose e-mail and Web chat sessions to obtain service and support, numerous service reps are finding it neces- sary to brush up their writing skills.
Your Task. In teams, discuss what communication skills are necessary for customer service agents troubleshooting computer and software problems as well as other companies offering chat and e-mail support. How are the skill sets different for answering phones and for writing e-mail responses? What suggestions could you make to a trainer preparing customer service reps for chat and e-mail responses?
You have been part of the orthopedic center for 5 years. In that time, you have seen the center grow and the need for expansion. Write a paper of 2 pages discussing the external forces that can impact the decision-making process for growth.
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What interviewing method will you use and why and What will you do to ensure a reliable and valid screening process is used?
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question oneyou are the manager of a local catering business in your specific state. the company as it is very small
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