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Quality Customer Service: Some Insider Questions Featured

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 First impressions are often wrong, yet they are very important. A single action that wows a customer, especially a new customer, may go a long way to influence a favourable opinion about the business. A single mistake by a customer service associate can also completely turn-off a new customer. Perhaps nothing is more important in customer service than getting it right at the first attempt.

 It's common to see customers rate the same customer service associate differently, from 'very good' to 'very poor'. From my experience as a customer service associate, I know how much first impression counts. It can either win you friends or earn you enemies. I've had some customers asking for a feedback form to compliment or criticize my service quality. Occasionally I go out of my way to go the extra mile to meet customers' needs, probably because there's not a high traffic of customers waiting to be served.

There are also times, especially when the shift is understaffed, where I am unable to pay adequate attention to some customers because of pressure from other customers waiting, getting impatient, and physically agitated. When faced with attending to customers who have been waiting for a considerable time, what will you do? There's this customer before you, they need your help with something that demands you being out of your desk for some time to attend to his need. Then there's this long line of other customers before you and they are eagerly waiting to be attended to. You know you're doing your best, but you're overwhelmed.

 Much has been said about seizing the moment of opportunity to wow customers and leaving lasting impressions with them. But when you are so pressured to the point that you are no longer in a position to deliver and your integrity is about to be compromised, how do you handle that? Quitting is not an option here. You love the job, you have a passion for it, you want to acquire the necessary experience and grow, but the environment isn't giving you the opportunity. What are the solutions?

 

Read 790038 times Last modified on Thursday, 11 June 2015 13:44
Wednesday, 10 June 2015 23:00

110550 comments

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    Jan Beutel was half-watching a live stream of Kleines Nesthorn, a mountain peak in the Swiss Alps, when he realized its cacophony of creaks and rumbles was getting louder. He dropped his work, turned up the sound and found himself unable to look away.
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    “The whole screen exploded,” he said.

    Beutel, a computer engineer specializing in mountain monitoring, had just witnessed a glacier collapse. On May 28, an avalanche of millions of tons of ice and rock barreled down the slope, burying Blatten, a centuries-old village nestled in the valley below.

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    Successive rock avalanches onto the glacier increased the pressure on the ice, causing it to melt faster and the glacier to accelerate, eventually destabilizing it and pushing it from its bed. The collapse was sudden, violent and catastrophic. “This one just left no moment to catch a breath,” Beutel said.
    The underlying causes will take time to unravel. A collapse of this magnitude would have been set in motion by geological factors going back decades at least, said Matthias Huss, a glaciologist at the Swiss university ETH Zurich.

    But it’s “likely climate change is involved,” he said, as warming temperatures melt the ice that holds mountains together. It’s a problem affecting mountains across the planet.

    People have long been fascinated with mountains for their dramatic beauty. Some make their homes beneath them — around 1 billion live in mountain communities — others are drawn by adventure, the challenge of conquering peaks.

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    “The whole screen exploded,” he said.

    Beutel, a computer engineer specializing in mountain monitoring, had just witnessed a glacier collapse. On May 28, an avalanche of millions of tons of ice and rock barreled down the slope, burying Blatten, a centuries-old village nestled in the valley below.

    Local authorities had already evacuated the village after parts of the mountain had crumbled onto the glacier; a 64-year old man believed to have stayed remains missing.

    But no one expected an event of this magnitude.

    Successive rock avalanches onto the glacier increased the pressure on the ice, causing it to melt faster and the glacier to accelerate, eventually destabilizing it and pushing it from its bed. The collapse was sudden, violent and catastrophic. “This one just left no moment to catch a breath,” Beutel said.
    The underlying causes will take time to unravel. A collapse of this magnitude would have been set in motion by geological factors going back decades at least, said Matthias Huss, a glaciologist at the Swiss university ETH Zurich.

    But it’s “likely climate change is involved,” he said, as warming temperatures melt the ice that holds mountains together. It’s a problem affecting mountains across the planet.

    People have long been fascinated with mountains for their dramatic beauty. Some make their homes beneath them — around 1 billion live in mountain communities — others are drawn by adventure, the challenge of conquering peaks.

    These majestic landscapes have always been dangerous, but as the world warms, they are becoming much more unpredictable and much deadlier.

    “We do not fully understand the hazard at the moment, nor how the dangers are changing with climate change,” said David Petley, an Earth scientist at the University of Hull in England.

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    Jan Beutel was half-watching a live stream of Kleines Nesthorn, a mountain peak in the Swiss Alps, when he realized its cacophony of creaks and rumbles was getting louder. He dropped his work, turned up the sound and found himself unable to look away.
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    “The whole screen exploded,” he said.

    Beutel, a computer engineer specializing in mountain monitoring, had just witnessed a glacier collapse. On May 28, an avalanche of millions of tons of ice and rock barreled down the slope, burying Blatten, a centuries-old village nestled in the valley below.

    Local authorities had already evacuated the village after parts of the mountain had crumbled onto the glacier; a 64-year old man believed to have stayed remains missing.

    But no one expected an event of this magnitude.

    Successive rock avalanches onto the glacier increased the pressure on the ice, causing it to melt faster and the glacier to accelerate, eventually destabilizing it and pushing it from its bed. The collapse was sudden, violent and catastrophic. “This one just left no moment to catch a breath,” Beutel said.
    The underlying causes will take time to unravel. A collapse of this magnitude would have been set in motion by geological factors going back decades at least, said Matthias Huss, a glaciologist at the Swiss university ETH Zurich.

    But it’s “likely climate change is involved,” he said, as warming temperatures melt the ice that holds mountains together. It’s a problem affecting mountains across the planet.

    People have long been fascinated with mountains for their dramatic beauty. Some make their homes beneath them — around 1 billion live in mountain communities — others are drawn by adventure, the challenge of conquering peaks.

    These majestic landscapes have always been dangerous, but as the world warms, they are becoming much more unpredictable and much deadlier.

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    Jan Beutel was half-watching a live stream of Kleines Nesthorn, a mountain peak in the Swiss Alps, when he realized its cacophony of creaks and rumbles was getting louder. He dropped his work, turned up the sound and found himself unable to look away.
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    “The whole screen exploded,” he said.

    Beutel, a computer engineer specializing in mountain monitoring, had just witnessed a glacier collapse. On May 28, an avalanche of millions of tons of ice and rock barreled down the slope, burying Blatten, a centuries-old village nestled in the valley below.

    Local authorities had already evacuated the village after parts of the mountain had crumbled onto the glacier; a 64-year old man believed to have stayed remains missing.

    But no one expected an event of this magnitude.

    Successive rock avalanches onto the glacier increased the pressure on the ice, causing it to melt faster and the glacier to accelerate, eventually destabilizing it and pushing it from its bed. The collapse was sudden, violent and catastrophic. “This one just left no moment to catch a breath,” Beutel said.
    The underlying causes will take time to unravel. A collapse of this magnitude would have been set in motion by geological factors going back decades at least, said Matthias Huss, a glaciologist at the Swiss university ETH Zurich.

    But it’s “likely climate change is involved,” he said, as warming temperatures melt the ice that holds mountains together. It’s a problem affecting mountains across the planet.

    People have long been fascinated with mountains for their dramatic beauty. Some make their homes beneath them — around 1 billion live in mountain communities — others are drawn by adventure, the challenge of conquering peaks.

    These majestic landscapes have always been dangerous, but as the world warms, they are becoming much more unpredictable and much deadlier.

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