Review Questions 1. In what ways can technology play a role in the de- 6. What i

Question

Review Questions 1. In what ways can technology play a role in the de- 6. What in livery of effective customer service? Explain. service delivery? for service delivery? formation should you always get when tak- ing telephone messages? why? formation should you give? 2. What are some advantages of using technology for 7. When transferring calls, what should you avoid and 3. What are some disadvantages of using technology 8. When you leave a 4. What are some of the communication skills for er the an you project a more positive image over the message on voice mail, what in- tag, and how can it be avoided or 10. How are small businesses benefitting from today's 9. What is telephone reduced? success? 5. How can you project a more positive image ov technology? telephone?

Explanation / Answer

1) Technology always provide advanced features and if customer make use of the advanced technology it helps in faster resolution for customer needs. For Example, there was a time where if the customer wants to talk to anybody from the company to check the query, they had to call the customer service representative. With the technology has improved and the moment customers call the customer care number, there will be an IVR facility which solves most of the customer queries. Most of the answers to the question will be feed in to the IVR facility and it becomes easy for the customers. It saves a lot of time for the customers due to faster customer service

2) The advantages of using technology in service delivery are,

Faster customer service and helps in customer satisfaction

The chances of making errors are very less since there will not be manual intervention

Technology helps the company as well with respect to cost. Technology is always one time investment. This will reduce the no of employees required for work and reduces the cost to company.

Use of technology makes things easy for customers. It helps customers to know the number of options available and educate the customers as well.

3) Since technology keeps updating and the existing technology gets older, it becomes difficult for customer to follow

With the use of technology the relationship with customers will not exist since everything goes through technology

There are chances of getting adversely effected by technology. Technology can be used either ways good bad. There are many instances where technology was used negatively and it has impacted the customers.

4) Too much usage of technology leads to not understanding the customer taste by the companies

Being a good listener

Talk good English

Understand and Deliver

Clarity and conscious

Open- Mindedness

5) There are few qualities one should have to project a positive image over telephone. They are,

Body language of the individual

The attitude one carries over the call

Vocal Tone

Vocal quality

Rate of speech should match according to customer

Usage of appropriate words has to be accurate

All of the above qualities are much required to project the positive image over telephone

6) When taking telephone messages it is quite common people end up taking only half information. To ensure there is no miss, one should know who is giving the message and for whom, what is the message all about, is there any course of action, does the message requires immediate action or it can wait, how confidential the message is and if possible make a note of all the information just not to miss.

7) When transferring calls waiting time should be avoided. There are many time we place the customer on hold to transfer the calls without even knowing the other person is available or not. This leads to customer waiting time long and there are chances customers get frustrated and disconnect the call. This also leads to customer dissatisfaction.

8) When you are leaving a message via voice mail, you will need to tell from where are you calling, the purpose of making call and also you will need to provide your contact number to revert if required. The basic telephone etiquette should be followed.

9) Telephone tag ringing back and forth by the same parties and ending up with no result. It can be avoided either by one of the party waiting for the call with another person. If both the people try at the same time this issue will occur. Instead one can wait and other person can still call

10) Small business really getting benefitted with the help of new technology. New technology are being used for the marketing purpose. It helps in marketing the company and its products to a greater extent and also it helps in attracting the customer with better offers and posting the offers via internet and social media. With the use of technology the small business have started providing better customer services which is leading to customer satisfaction and the customer are becoming the regular customers. With the help of social media the small businesses are making better marketing and reaching the smallest of the customer via online.

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