Job/Task Analysis
Develop a job / task analysis
An entry-level job in a customer service call center
It is important for any organization that is set up especially with the aim of offering services to the people to have a care center for the customer. This central point serves as the point of contact between the clients and the service provider (Freese, 2010). The company or organization needs to have a customer care center since; communication is a vital process and tool for business. Questions and issues that need clarification are always bound to arise within the process of doing business. This significant department is thus very useful in delivering this important service to customers.
Customer service for the company is an identifying factor. A company or an organization whose customer care is spectacularly unique, especially if the competitors of the organization are offering the same quality products and at an equal price, the kind of treatment that the customer receives is what will give the organization an identity (Freese, 2010). It serves to create the competitive advantage that is missing in such situations for the organization. Moreover, companies whose quality of the department is high end up receiving more publicity from its customers as word of mouth really spreads and sells very fast and effectively. An organization with a poor quality care will experience difficulties in re-establishing their business since first impressions are difficult to change.
It is for these significant reasons that the demand for people to serve in the customer care service is very high. The job allocation posts for this profession are very many and wide spread all over the nation, and the world at large as every institution and business venture as well as governmental organizations are in the forefront to achieving the best from their daily activities. The jobs are readily available for the taking for any individual who is qualified.
With the very many job...
Thus the industry has somehow defined the objectives and expectations of the department (Freese, 2010). These objectives range from professional expectations and behavioral descriptions. The tasks of the customer care department and the personnel involve getting in touch with customers, and directly disseminating information to customers. The customer care will also receive complaints from customers.
Another task of the department is that of keeping records of the interactions between the customers and the institution in the course of doing business. The customer care records the details of the inquiries, protests and the remarks from customers and the actions taken in response. They also are charged with the duty of resolving customer billing issues by overseeing actions such as the actual delivery of the goods and services and the payments done and incase of adjustment of bills, they are responsible (Peppers & Rogers, 2004).
The customer care also has the duty to check and confirm that suitable changes are made in response to the problems and complains of the customer (Drucker, 2007). It is their duty to contact the customers in response to enquiries or in case of making notifications on changes from the company or a deviation from the initially agreed plans. The customer care also in case of situations that are beyond their scope, it is their duty to refer these cases to the designated branch for more investigation and resolution.
The behavioral skills expected of the individuals in the field include being patient. Customer service involves dealing with and meeting people as well as having to talk and respond to peoples complains or orders. In such processes, the possibility of experiencing disagreements is high hence with patience it becomes easy and effective.
In addition, expediency is also a key and important factor that is focused on.…
