Reference no: EM133223517
Assignment:
1. Describe the ?ve major elements of body language presented in the module? How should a customer service representative use each of these elements in their service encounters and how should the customer interpret them?
2. Why is it important for a company to have a dress code? Research the dress codes of three international companies of your choice. List each and summarize their dress code policies. What do they have in common? What are their differences?
3. Describe business etiquette and soft skills and their importance in customer service. Research several company websites. Locate at least ?ve job descriptions for customer service representative positions posted within the last few months in a major city near you. Choose descriptions that request soft skills, such as punctuality, positive attitude, willingness to learn, cooperation, etc. List the descriptions you ?nd and point out any noteworthy ?ndings.
4. You are a CSR at Smith Communications, a local phone and internet service provider. Using proper phone etiquette skills presented in this module, what would be an appropriate way to respond to the following three phone-answering situations:
a.) A customer calls. How should you answer each call?
b.) A customer calls and says her internet is out. How should you respond?
c.) A customer calls and says she would like to be transferred to your manager (but your manager is not available}. How should you respond?
5. Research and describe: two examples of Internet Voicemail Services, two examples of Voice over Internet Protocol Wow}, and two examples ofVoice Response Systems?
6. Describe the difference between Inbound telemarketing and Outbound telemarketing Provide a real customer service example of each telemarketing activity.
7. Research and describe the ?ve Web- driven service technologies presented in the book that companies use. Put them in order of their popularity and effectiveness in today's customer service world and discuss why you placed them in that order.