Customer Relationship Management and Supply Chain Management
Member of Group :
1) Elizabeth Clarabelle S
2) Hans Christian J
3) Monica Tiffany
1. Review the six categories of customers . Which kind of customer are you ? Do you think it would be advantageous to speak with a customer service representative who has a personality similar to yours ? Why or why not ? According to the six characters of customers, that are emotions-driven, thoughs-driven, reactions-driven, opinions-driven, reflections-driven, actions-driver, We think that thought-driven is kind of customer we are , because we are the kind of customer that want facts and analysis and do not waste time on pleasantries . Also, we think it would be advantageous to speak with a customer service representative who has a personality similar with us because the customer service won’t waste their time during answer about the question that we ask, and the customer service explain based on the facts and analysis. So, the answer won’t be false or dissatisfication because the customer service’s answer is the facts.
2. Should companies inform customers about the use of Eloyalty software in their call centers ? Why or why not ? Support your answer . We think that companies should inform customers about the use of Eloyalty software in their call centers . Because Eloyalty is a company that provides complex software which is not only can define a specific complaint , but also can analyze a caller’s personality. Also, this software has reduced call center expenses by up to 20 percent by making the calls shorter and more productive.
Call centers are expensive . An average call center seat (representative) costs about $50,000 per year to maintain. The biggest companies, such as AT&T, with 100,000 seats, spend billions of dollars to placate iritated customers.
Based of the problem that is call centers are expensive and average...
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