Date of Award/Publication
MS in Human Resource Development
The level of service that organizations are providing to their customers is critical to customer loyalty and customer retention. Providing quality customer service should be an organization's top priority. If organizations do not pay attention to the quality of service they are providing to their customers, they may run the risk of being put out of business. To provide quality customer service, an organization must consider the needs of its employees must be addressed internally in order to project a positive image externally. Addressing the needs internally shows that an organization cares about its employees and wants them to grow both personally and professionally. An organization also wants to show a customer that they care about them. This is projected to a customer in the manner in which an organization's customer service representative interacts with that customer. Customer service representatives communicate with customers via the telephone and the Internet. Telephone customer service encompasses any individual who communicates with a customer over the telephone. The discussion of telephone customer service is not limited to call centers but incorporates any type of communication that takes place via the telephone. Internet customer service refers to addressing customer queries, problems or concerns that are brought to an organization's attention via E-Mail or by Web site queries. The purpose of this study is to determine what competencies organizations consider most important for representatives providing customer service via the telephone and Internet. In addition, data were compared to determine if there is a difference in the competencies that are required for telephone customer service representatives and Internet customer service representatives.
Powers, Julie M., "An Examination of Communication Competencies for Telephone and Internet Customer Service Representatives" (1999). Education Masters. Paper 124.
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