These can be explained in the following manner, 1) Listening skills: A service r
ID: 372794 • Letter: T
Question
These can be explained in the following manner,
1) Listening skills:
A service representative must have a very good capability and concentration to first of listen the exact requirements of the customer. This skill is most important as it will ensure the best services delivery to the customers. It prevents many bad services experience a customer might get otherwise in case a ill mannered service from a customer.
2)Communication skills:
In services management, a person must have an effective communication skill. It includes verbal and non –verbal communication skills. It impacts the customers in the term of a better informed and effectively communicating the expected services outcome for a customer.
3) Problem solving: When a service person encounters different complex problems related to the services delivery or expectations to the customers. Then he must be capable in delivering the right decision to the customer as per the service policy of the organization.
4)Decision Making
A customer relationship manger should try to choose a particular decision for the customer on the basis of available best alternative to the organization point of view. After analyzing the pros and cons, he will provide the best way to customer which will provide him a sense of satisfaction.
5)Negotiation skills:
Negotiation is a process in which two persons make a favourable outcome or business deal with each other. For example: A buyer may negotiate for the discount in prices from the seller.
In services, a Customer care executive must know how to make an effective persuasion to the customer so that a good business deal can be achieved.
Explanation / Answer
What are five characteristics/customer service variables stated in "customer Service Skills for Success (6th Edition)" by Lucas, Robert and what do they mean?
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