Answer the following questions from chapter 9 In what ways can technology play a

Question

Answer the following questions from chapter 9

In what ways can technology play a role in the delivery of effective customer service? Explain.

What are some advantages of using technology for service delivery?

What are some disadvantages of using technology for service delivery?

What are some of the communication skills for success?

How can you project a more positive image over the telephone?

What information should you always get when taking telephone messages?

When transferring calls, what should you avoid and why?

When you leave a message on voicemail, what information should you give?

What is telephone tag, and how can it be avoided or reduced?

How are small businesses benefitting from today’s technology?

Explanation / Answer

Technology plays a significant role in delivering the customer service. Now a day the expectations of the4 customers have been changed. Now customer needs information, services at lightening fast speed. Let us have some example to make the answer more clear. Suppose you went to a retail store to buy some merchandise. You spend 2 hours to buy the stuffs you went to the billing counters but due to the poor technology used at billing counter it had taken 6 minutes there you will feel irritated because you may spend couples of hours at shopping but cannot wait couple of minutes at the billing counter. You want check out area to be smooth. Due to poor technology such as billing software, poor machines etc the checkout will not be smooth and there will be a long queue to make the billing of the merchandise. So here technology is very important in terms of service delivery.

Further technology allows two way communications. The seller and buyers can interact with each other and can remove any doubts, questions etc.

Further the technology gives the customers quick communication and response at very convenient level. So that is why technology is very important in terms of service delivery.

Here are some advantages of using technology for service delivery-

It will be cheaper, convenient. The communication will be very easy and efficiency will be increased..

If we take the disadvantages then technology will harm in terms of face to face communication. It may possible that the receiver may receive the message at wrong manner. If the buyer is poor in terms of technology knowledge then the service delivery in terms of quickness may be little difficult.

Here are some communication skills for success.

As per Chegg I can ask 4 questions in one go. I will feel glad to answer your rest questions if asked separately.

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