Subject: Business ManagementDate: 17th June 2015Topic: Customer
ServiceAim: Use all the content learn in this block to understand
its importance in customer service
EXERCISELIST 3 THINGS THAT MAKE YOU ANGRYWRITE WHY THEY MAKE YOU
ANGRYHOW DO YOU DEAL WITH THEM?someone did something to frustrate
you,someone said something to frustrate you, something you hoped
would happen didnt happen you feel frustrated about not having had
a good upbringing, and not having had the best chances in life you
feel frustrated about being stuck in a job you dont like you feel
frustrated about being unable to attract love into your lifeyou
feel frustrated at yourself for not being good enough at something
WHAT CAN MAKE SOMEBODY ANGRY?
WHAT CAN YOU DO?When you are angry say nothing.Be indifferent to
those who seek to make us angry.Use reason to stop angerLook kindly
upon Others.Value Peace more than anger.Always try to understand
those who are cross.Focus on Something Completely Different.Breathe
Deeply.Meditation.SmileCUSTOMERS ALSO GET ANGRY!EXPECTATIONS
ABOUTPRODUCT/SERVICECUSTOMER SERVICEONLINE ADVERTISINGCONSUMER
SECURITY TOOLS STUDIEDBuild brandCustomer loyalty, awareness,
e-commerceSubject: Business ManagementDate: 17th June 2015Topic:
Professional Telephone etiquetteAim: Use all the content learn in
this block to understand its importance in customer service through
professional telephone etiquettePROFESSIONAL TELEPHONE
ETIQUETTEVIDEO: Why apologising to customers is important? What is
the meaning of entering computer mode?For you, is it easy to act in
computer mode?Why is it helpful to say Have I done personally
something wrong to upset you?What is the meaning of empathy and how
is it helpful for customer
service?https://www.youtube.com/watch?v=ACKbkmO9rLgnullREADING:
Customer Service 101: Phone Etiquette for Small Businesses
DODONThttp://www.businessnewsdaily.com/6444-call-center-phone-etiquette.htmlnullCALL
CENTERWhat is a call center?A call center is an office where a
company's inbound calls are received or outbound calls are made.
Call centers are increasingly popular in modern society, in which
many companies have centralized customer service and support
functions.Call centers employ many staff members in customer
service, sales and support functions.nullCALL CENTER
Advantages
Call centers can provide various advantages to companies.
By centralizing telephone-based service and support in one
location, companies can easily adjust their staffing to match the
call volume.
Call centers can be located almost anywhere, allowing companies
to take advantage of time zones and cheaper labor rates in
different regions and countries.
They also centralize the technological needs of companies,
allowing major telecommunications setups to be installed in a
limited number of call centers instead of a in many smaller
offices. This helps make maintenance, upgrades and training
easier.SPEAKING THE CUSTOMER LANGUAGESubject: Business
ManagementDate: 19th June 2015Topic: Speaking the customer
languageAim: Use all the content learn in this block to understand
its importance in customer service through speaking customer
languagenull
The importance of language:- essential to every aspect and
interaction in our everyday lives.- We use language to inform the
people around us of what we feel, what we desire, and
question/understand the world around us. -We communicate
effectively with our words, gestures, and tone of voice in a
multitude of situation. Communication drives our lives and better
ourselves.nullnull
http://www.saywhydoi.com/why-do-i-get-angry-anger-management-techniques/http://www.srichinmoybio.co.uk/blog/inner-peace/10-powerful-ways-to-deal-with-anger/http://www.importanceoflanguages.com/BIBLIOGRAPHY
