Face to Face—You and Your New Job in Customer Service
You have assumed a new role in customer service at United Booksellers. The organization has been heralded for its high-quality service and friendly atmosphere. The facilities are nice, and the efficiency and helpfulness of the employees are notable. Each store has its own coffee shop where patrons can relax and read. The organization employs 3,000 people and provides extensive customer service training before employees are allowed to interact with customers.
Answer the following questions in 1,000 words or more using APA style and at least 2 references :
Are there any indicators of United Booksellers’ service culture? If so, what are they?
As an employee of United Booksellers, in what ways do you feel that you could contribute to the organizational culture?
If you were a customer, what kind of service would you expect to receive at United Booksellers? Why?
Sample Solution
Not surprisingly, face-to-face client service is exactly what it sounds like. It entails delivering more personalized support to customers. Face-to-face customer service, rather than relying on email, the phone, or the internet, necessitates the consumer and a trained representative of the company being physically present in the same location. While technology allows you a variety of ways to communicate with customers, a face-to-face method necessitates a customer visiting your place. It usually allows you to make a more personal impression on the customer who is seeking assistance. When it comes to face-to-face customer service, a few key traits are required to ensure that customers have a favorable experience. Let’s look at a couple of them.
