what is the essence of customer service in a call centre industry??

Answer 1

Fix the issue as fast as possible if it's going to mean additional Sales (or retain an existing revenue paying Customer).

Get rid of the caller as quick as possible if the caller does not contribute to future revenue.

So Call Centre's setup to take Orders or resolve payment problems are usually staffed with the best employees = fast & efficient.

Those set up to resolve other problems (such as faulty goods, returns etc) are staffed by minimium wage slaves who's job is to get rid of the problem as fast as possible (unless, of course, it's a premium rate phone line ...)

Answer 2

Courtesy and politeness alongside with professionalism is what makes the essence of shopper help. maximum lawsuits people have against the customer provider industry is the varieties of persons who finally end up in those jobs. What bothers me is the rudeness of a few people who're in shopper help who have not have been given any sort of expert concepts-set in any appreciate and are quite chilly and impolite to people. shopper help could be extra effectual if companies that use them might exhibit people utilising for those jobs to work out if their character and ideas-set might fit in what the organisation expects of their shopper help group.