Question

1. Why is it important for managers to use measurable customer service standards? Cite two examples of measurable standards you’ve followed in previous work experiences.
2. List the pros and cons of a call center work environment for customer service representatives.

Answer 1

1

Because how customers are treated is often the difference between organizations that succeed and those that fail. Examples of service standards:

• greet customers in a courteous and professional manner.
• The delivery of product must reach to customer, maximum within 3 working days.

2

A Call Center is a large room full of computer workstations, CRSs are sitting in front of one of them receiving and entering information, with a headset and a microphone hanging from the ear through which manages phone calls.

Pros:

• Thanks to the use of technology they can access a lot of information to quickly solve a problem.

• They can request the help of someone more experienced to solve any situation
• You learn excellent communication skills
• Gain transferable skills

Cons:

• CRSs have to work in very small spaces,
• They have to spend a lot of time sitting
• High level of stress
• Affectation of neck, shoulders, back, sight, hearing and voice