Customers

Customers

• • Identifying Customers

  • Types of Customers

  • Customer Service

A short introduction to your week's topic.

Online/Phone Customer Service

When it comes to customer service, customers are seeking several things. Customers who are calling a call center with a problem have six basic needs:

• • • Agents who can make decisions – Customers want to talk to an empowered call center agent who has the authority to help solve their problems.

    • Knowledgable agents – Customers want call center agents to be prepared with information so the customer doesn't need to provide it repeatedly.

    • First call resolution – Customers want their problems resolved as quickly as possible.

    • Respect – Customers want to be treated with respect and do not want to be taken for granted.

    • Empathy – Customers want to talk to a kind and understanding human being.

    • Fair resolution – Customers want the resolution to be fair; not arbitrary or one-sided.

A list of activities you want your students to do for the week's topic. You can choose to make a table that has a column for activity/task, location (i.e. where to submit completed activity), and due date.

A list of assessments (for the activities) and the points for each. You can choose to make a table that has a column for the assessment and another column for the point value. The assessment text in the table can also be hyperlinked to a rubric document.

• • A list of additional resources/links related to the week's topic for the students' reference or for extension.