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Customer Experience
In the present day, the expectations of the consumer are significantly dissimilar from the retailer-controlled marketplace of a number of years back. Contemporarily, the consumers have come to have total control and expect the companies to not only satisfy their daily demands, but at the same time want their future needs prior to asking for them. For this reason, customer service has come to be as significant as price, as the consumers have the supremacy to impact the company's reputation than never before, in a constructive and in a disparaging manner. Taking this into account, customer service personnel, irrespective of whether they are on the telephone or online, ought to attentively listen to customer worries and needs, instantaneously resolve their problems, and undertake all of it in a manner that reverberates as honest (Achievers, 2015). However, there appears to be an extensive disconnect between the significance of a constructive customer and the pay that is earned by several customer service personnel.
In accordance to monster.com (2016), customer service representative generally earns about $14.70 for every hour, which amounts to an average of $30,580 for the whole year. More so, this pay varies and is centered on the level and years of experience that the...
It can be argued that this wage compensation does not match the obligations and responsibilities that are bestowed upon customer service employees. A good example is a job position advertised in monster.com for a Customer Service Representative I position. Kelly Services is a company set in the banking industry and requires this customer service representative to discern customer needs, cultivate solutions and execute plans to satisfy and surpass customer objectives and prospects, hold and exhibit a constructive outlook in managing change, functioning and connecting with others and observing to guidelines, processes and customer service principles. They are also expected to aggressively advertise and market the company's products and services within the mission and vision of the sales division. Lastly, the employees are required to vouch for quality loans for approval, as determined by misbehaviors and other contributing factors (Monster.com, 2016).
The focus can be shifted by offering a better and more significant pay to the customer service representatives, as they deserve. According to Fagan (2013), statistics indicate that 55% of the consumers are willing to pay more and a higher price in order to obtain better customer service.…
References
Achievers. (2015). Disengaged Employees Fire Customers. Retrieved 14 January, 2016 from: http://www.achievers.com/system/files/resource/whitepaper-service-workers.pdf
Fagan, L. (2013). Customer Service Stats: 55% of Consumers Would Pay More for a Better Service Experience. Salesforce. Retrieved 14 January, 2016 from:https://www.salesforce.com/blog/2013/10/customer-service-stats-55-of-consumers-would-pay-more-for-a-better-service-experience.html
Monster.com. (2016). Customer Service Representative I. Retrieved 14 January, 2016 from:http://jobview.monster.com/Customer-Service-Representative-I-Job-Duncansville-PA-U.S.-161352760.aspx?mescoid=4300715001001&jobPosition=6
Monster.com. (2016). Customer Service Representative Jobs. Retrieved 14 January, 2016 from:http://jobs.monster.com/v-customer-service-q-customer-service-representative-jobs.aspx
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