Opportunities in Customer Service Careers by Blanche Ettinger

By Blanche Ettinger

Examines the realm of purchaser provider and some of the forms of positions, discusses academic necessities, and development possibilities, and provides suggestion on activity searching.

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In effect, marketing is changing from manipulation of customer to customer involvement and the building of relationships. Service Vs. Product Service encompasses all strategies used to satisfy customersthe individuals who purchase, rent, or are involved in some aspect of the entire production and marketing process. Service is quality as well as the intangibles that lead to communicating information, creating a service reputation, and developing confidence in integrity of company. Frequently, customer service is difficult to control because of the large number of individuals Page 7 involved, especially in "high contact" industries like the hotel business.

Acknowledge a Customer's Presence. Greet customers, and if you are busy, just indicate you will serve them soon. Listening. Listen to everything your customer does and does not say. This is the best way to understand a person's feelings and problems. This might make a difference in the way you resolve the situation. Mirror the Customer. Through nonverbal communication, you can mirror the customer's feelings. If the customer shows enthusiasm, try to relate to the customer at the same level. If a person is reticent, don't push.

One individual must be made accountable for the events in the entire cycle. Through these cycles, the customer experiences the quality of service. The four factors belowidentified by Karl Albrecht in Service Withinimpact the quality of service experienced by the customer: 1. Complexity. A complex cycle may make it less likely that the customer will be happy. 2. Number of Players. The fewer people involved, the greater probability for customer satisfaction. People need to interact with one another and need to communicate information.

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