1.In what ways can technology play a role in the delivery
of effective customer service? Explain.
The technology play major role in the effective customer service
in modern day fo many reasons. Technology makes the process easy,
convenient and quick communication and response is possible, it
allows better organization and the tracking
- increased automation- it uses call routing and voice
recognition technologies. these technologies improves customer
service by allowing them straight to the person who can handle
their needs.this saves the customers repeating request and also the
time and money
- customer empowerment: the technology also empowers the
customer, the customer will get what exactly they need from the
ompany. the process it too fast and the customer will quickly get
what exactly they needed, pay and buy the items without waiting for
the long time.The customer will have the control over how they
interact with the organization.
- Customer education- Companies will educate their customer about
their products as simple as operating hours. Airline and the hotels
uses online technology to reserve the ticket or reserve the room,
It will avoid the wastage of customer time. it also helps the
customer to remember the some important events, and also the
company website will have the information about the most current
events , affairs, and updates about the latest updates in the
company.
- More channel for ordering: the technologies such as internet,
social media , telephone and so on helped customer to to provide
the increased and more effective way of the ordering and purchasing
the items. Customer can order the product whenever they are
convenient. The technology also helps to provide the feedback about
the products , so that company can improve the quality of the
product and services..
2-What are some advantages of using technology for
service delivery?
- It improves the communication: Many organizations are using
variety of technology in order to change the way of communication
and interact while they are at the work. For examples employees in
an organization can use chatting service or the Skype in order to
share and exchange the information rather than going to the persons
chamber .
- It is convenient
- Efficiency will be more
- Encourage the creativity and the innovation
- saves the customer time
- provides the high quality of service at the reasonable
cost
- Helps to reaching the customer around the global
- appreciate the close link with the customer
- Provide the new way to deliver the service
3-What are some disadvantages of using technology for
service delivery?
- Lack of face to face communication- sometime leads to
misunderstanding
- Poor quality of the reception
- The maintenance cost of the technology is high
- It makes employee lazy
- It is risky when come to the data security
- understanding and appropriate gesture
4.What are some of the communication skills for
success?
- Listen atively
- Use apprpriate volume and tone while speaking
- Speak clearly and understandably
- limit Jargon
- Use voice inflection
- Pause ocationally
- smile
- make eye contact while speaking
- use good gesture and friendly hand movements
- project a positive attitude and image
- Use voice infletion
- use proper grammar
- Wait to speak
- learn to understand and appreciate others