Customer Service Ch 9 – Flashcards
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Customer contact center
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A central point within an organization from which all customer service contacts are managed by various forms of technology is the:
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The fee-based 900 numbers:
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Allow customers to call for information for a fee
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messages, media player, Internet
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The iPod telephone allows the user to access the following features
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Answer questions quickly and openly, Ask pertinent information, Avoid asking for personal information
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Customers can be reassured about security of the technology if
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things to remember about e-mails
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Think before writing, Do not use e-mail when a more formal format is appropriate, Sometimes e-mail is unreliable
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suggestions to help serve your customers effectively
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Be prepared, Have someone listen to you or a tape to provide feedback, evaluate yourself
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Offshoring
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The term that refers to the relocation of business services from one country to another.
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Outsourcing
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A term that refers to the practice of contracting with third-party companies or vendors outside their organizations.
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Automatic call distribution
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This system routes incoming calls to the next available agent based on the number called.
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ways to use voice mail
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Managing incoming mail, Planning your messages before you pick up the call, Avoiding telephone tag
