December 1, 2008

3 Weeks to go!!

Customer service

Customer service is needed, it gives customers the chance to complain, and allows companies to receive feedback.

Customers wants to resolve problems and be satisfied.

Companies have different ways of taking care of complaints/feedback. Some ignore them…some actually read them and try to be better.

Dell outsources their customer service via 800 number.

Some provide live chats, FAQs (cheaper)

1. The Internet has the capacity to increase customer expectations about service levels and also to be the vehicle that delivers service that meets or exceeds those expectations. Take a position on this statement and be prepared to discuss it.

I agree, the internet has the capacity to increase customer expectations: the internet has Agent Technology(AI) helps automate certain computing functions and then applies preestablished decision rules to give the appearance of exercising judgment on behalf of the users, email response management systems helps organize large numbrs of email message coming into generic addresses re-routes them according to keywords, embedded service modules are hardware that are embedded in certain devices to fix itself, wireless applications the ability to reach customers/service from anywhere, push and polite push is a technique that allows sending of content to another without asking for it, streaming media is great for customer service in situations where customers need to now how-to do things, and voice activation is speech recognition software that translates speech into codes or words.

1. What is the concept of anticipatory customer service? What role can it play in successful customer service delivery?

The concept of anticipatory customer service is to build customer scenarios. Make customer service pervasive, fulfill common requests before asked, make service available to entire value chain. Design process for seamless escalation. Escalation Plan: Level 1-FAQs, Level 2-Web-based self help such as email, diagnostic routines, knowledge based, Level 3-Live Agent.

1. Can you identify any ethical issues that are inherent in sophisticated customer service programs?