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Why are consumers increasingly dissatisfied with the quality of help they get from customer service departments? The authors? surveys and interviews with contact center personnel worldwide suggest that companies don?t hire the right people as frontline reps, nor do they equip them to handle the increasingly complex challenges that come with the job. Every rep can be classified as one of seven types, say the authors. Supportive ?Empathizers? constitute the largest group, and managers prefer them. But take-charge ?Controllers,? who make up only 15% of all reps, actually do best at solving customers? problems. To expand their numbers, companies need a fresh approach to hiring? one that involves crafting job postings and screening applicants differently. Companies should also revamp their training practices, using new curricula and on-the-job coaching to help all types of reps learn to act more like Controllers. Another key step is building a culture that values and rewards Controller behavior. That might mean evaluating reps on their ability to use good judgment rather than follow a script, and soliciting their ideas to improve the organization.
Ketersediaan
| Call Number | Location | Available |
|---|---|---|
| PSB lt.2 - Karya Akhir | 1 |
| Penerbit | : Harvard Business Review 2017 |
|---|---|
| Edisi | - |
| Subjek | Management Psychology Customer services Quality control Employees Customer service Personality assessment Personality & occupation Other management consulting services |
| ISBN/ISSN | - |
| Klasifikasi | - |
| Deskripsi Fisik | - |
| Info Detail Spesifik | - |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas | Tidak Ada Data |