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Customer Service Interview - Coursework Example

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Case Study on Customer Service Companies provide customer care services to accomplish their commitment of quality service. That is the only way to gain the trust and loyalty of customers. There is a method called Customer Service Management (CRM), which is designed to create awareness on the primary consumer needs (Jha, 2008, p…
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Customer Service Interview
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Download file to see previous pages Once the customers are given excellent service, they will be happy to do another transaction with the company and even recommend it to their friends and colleagues (Zemke & Woods, 1998). Still it is already assumed that every once in a while customers will ask or complain about something that is obviously the reason why companies have customer care services. To have an idea on how customer complaints are handled, an interview with Ms. V. Siva, a customer service representative of Dish Network was conducted. According to her, customer service representatives play a vital role in an organization. As a part of the customer service team, it is their responsibility to provide outstanding customer service and help the management obtains ideas for product innovation from the given customers feedback and recommendation. Ms. Siva often receives calls from customers who wish to cancel their subscription. Other customers complain about their bills, while some are just asking for information regarding their services and packages (personal communication, July 8, 2011). Those are the common day-to-day dilemma of the Dish Network subscribers. It shows that there are really no exemptions when it comes to customer service complaints, no matter how big a company is, because customer complaints cannot be avoided although it can be lessened. ...
Its major competitor is DirecTV Group, Inc. (“Profile: Dish Network Corp,” 2011). Last April 2011, the company was able to purchase Blockbuster a home video and video game rental services company (Henry, 2011) and just recently, the company acquired ownership of Terrestar Network, a mobile communications company (Avery, 2011). Dish Network’s consecutive acquisition of bankrupt companies allows them to venture into other forms of home video and television services, attracting more and more subscribers in the country. As the people of this modern era seek for convenience and entertainment in the comforts of their home, Dish Network is able to give them the many available options for home entertainment. Even though the company has undergone major developments, it does not mean that they are exempted from receiving customer complaints. Customer complaints are part of the business cycle. The interview proves that like any other company Dish Network also has issues with their customer services. It is the common perception of most companies that when they are able to earn a profit that is more than enough to sustain the overall operation of their organization, their marketing strategy is effective. Actually it is true, their marketing strategy is effective but what is overlooked in this situation is in the area of customer service. Well it is good to focus on how to increase profit but it would not be good to set aside the concerns of the customers. If the company is serious with its intention to fully satisfy the customers, it must be able to provide outstanding customer services. On a positive note, one can say that the complaints encountered by the company are not ...Download file to see next pagesRead More
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