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Essay / Research Paper Abstract
A 7 page paper providing a memo to new customer service representatives at L.L. Bean, a speech made to them by the training supervisor and a poster reminding new employees not to leave customers on hold for too long. Bibliography lists 1 source.
Page Count:
7 pages (~225 words per page)
File: CC6_KScomCustSvBean.rtf
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Unformatted sample text from the term paper:
to be visible. Outline I. Memo A. Customer Service Representatives are the company in the customers view. B. Contact will be by telephone, Internet, email and "snail mail." C. The
"customer is always right." D. Use call center information properly. E. Take ownership of the customers problem. 1. Provide name and service number. 2. Call customers with answers rather than
leave them on hold or transfer to another department. F. Practice and reflect quality. II. Speech III. Poster To: New Customer Service
Representatives From: Subject: Customer Service Principles at L.L. Bean Date: As a customer service representative,
it is you who represents the company to the customer. There are occasions when a customer will contact Customer Service for the purpose of giving praise, but most contact
with customers will be as part of the customers need to ask a question or lodge a complaint. The mark of customer approval is a repeat order; if a
customer has had a problem with an order it is Customer Service that has the opportunity to retain the customers business. You will
be in contact with customers by telephone, Internet, email and "snail mail," with the most common forms of initial contact being by telephone and Internet. Email communication is most
common for follow-up contact; standard mail is the least-used method of communicating with customers but is no less important than the other methods.
You already know that L.L. Bean is an old company that operates on old-fashioned principles. One of those principles is that the "customer is always right." Most of
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