How to Answer the Most-Asked Customer Service Interview Question

How to Answer the Most-Asked Customer Service Interview Question If you’re applying for a customer service position, you should be prepared to defend your commitment to the profession and its values. That’s why most customer service interviews will throw at you the popular question, â€Å"What does customer service mean to you?† This question is meant to weed out the employees who will be passionate about excellent customer service from everybody else. You definitely want to be in that first category.Here are some strategies for how to prove your passion.What to Emphasize in Your AnswerYou’ll want to emphasize, first and foremost, your previous experience. Maybe tell a story from a past job or scenario in which your skills are particularly visible, one that shows your commitment to the relevant ideals.You should also frame your answer from the point of view of the consumer.Be sure to display an awareness of the product or service in question, as well as whatever experience you have that would be particularly suited to t hat company.Make sure to mention something about efficiency, good attitude, and problem-solving skills- particularly under fire.Prepare a substantive answer so you’re not stuck breezing through the most important question of your interview.What to Avoid in Your AnswerBe careful not to bring up any negative experiences you might have had- though we’ve all had them.You must not speak negatively of former bosses- or, especially, customers.Also be sure not to downplay any of your strengths or skills.Anatomy of a Sample AnswerFirst talk about the  importance of a positive attitude, going above and beyond. Then move on to discussing  the importance of knowing the job and the product inside and out, and  being the most valuable liaison and give the customer everything they need. Finally, end with some sort of anecdote that emphasizes your skills in action. You’re sure to get bonus points if you sell your interviewer on how you would bring and keep businesses for the company by keeping their customers sweet.Be confident, and stress your commitment to the company and the profession. Good luck!

Attitude change Essay Example for Free

Attitude change Essay Technology also brought about a change in attitude to many employees because of its personal approach where despite the fact that it allows teams to work together it is also an ideal partner for individual tasks to get done. Craiger JP (2006) claims that technology resulted to a generation of employees who are self starters and problem solvers. By using technology employees learned to work independently, even if they are also dealing with their work teams and welcoming team initiatives on the side. For instance, an employee who does not have a desktop computer or does not know how to use one will have to depend on an encoder or a secretary for files to be encoded, taking two people to finish one document. When errors occur, it will be an accountability of two people. Often, when the margin of error was crossed is impossible to determine. On the other hand, an employee who has a desktop computer and knows how to operate it can type documents himself and be accountable for the whole task. It will also take just one person for the task to be completed. Computer users and the technologically inclined employees are not the only ones who had an attitude change. Those who do not have access to technological innovations in their respective departments were also encouraged to learn how to operate the new gadgets to be able to contribute to the growth of the company and, of course, to avoid being left behind. For fear of being retrenched or laid off by the company for the benefit of accommodating people who can work with the innovations that the organization is adapting, employees are more open than ever to learn new skills specially those that are technological. The same attitude change affects job applicants, who are otherwise not yet members but intending to become members of an organization. Job applicants are now putting more effort in getting at least the simplest technological skills and know-how to get an edge in their job-hunting process, especially with the fact that the younger graduates are more competitive in this area of knowledge. Issues Most of the changes brought about by technology to businesses were positive. The claims cannot be far from the truth. Technology was created to bring in convenience and efficiency, which is what it delivered right from the very start. However, there are also notions as to how technology has largely affected the way in which employees and organizations function, albeit on a negative light. Communication? Contrary to above claims that technology helped the culture of teams to flourish, and that communication became easier through new innovations that companies were investing on, computers and other technological equipment is also blamed for the downgrade in organizational communication. Craiger JP (2006) stressed that computers did not allow employees to communicate until networks were created. There was a great divide between employees who are operating the new facilities, and those who are not. There is also a sub-divide between employees operating the new equipment. The great divide between employees occurs from the very start, when not all employees have access to technology. People who have the know-how are roomed in with the computers, and those who are still on manual work stay in regular cubicles where other employees are present, allowing for interpersonal communication. After much development, majority of employees in many organizations gained access to computers. The problem which turned out later on concerned the transferring, sharing, and merging of files and information within the organization. Born is the network, and things went well. Employees can drag and drop information from and to a colleague, and even share pleasantries with each other on the side. This is where the communication problem began. The problem with technology is that it allows people to be convenient. In fact, employees felt too much convenience that the simplest things are often put on the hands of technology. For instance, instead of dropping by to the nearby cubicle of a co-employee, one just has to click on some icons and send her message through the computer. The technologically-driven workplace also slowly transformed into an impersonal workplace where every bit of thing was coursed through technology. This posed miscommunication problems—messages and files which were not received, lost files, misinterpretation of messages, errors in routing messages, and so on. The list is boundless, but the solution is not far from reach as well. To aid this problem, companies must orient new employees and train existing employees on the art of effective communication, as well as the proper use of company technology. With proper information and education, it is possible for companies to be technologically inclined but still effective in their communication. Re-trainings and new hiring A necessity for many companies who are just starting their technological stance is the re-training of employees. Companies cannot expect all of their employees to be familiar with the jargons and processes of technology once it is initiated in the company. There is also the need for people to maintain the equipment and to troubleshoot them in case something wrong happens. Thus, even if majority of the existing employees know how to operate technological equipment, the company still needs to hire additional people or get an outsourced service for these. This, however, does not sacrifice the cost-effectiveness of business technology. Even if a company spends for additional people or service, the costs that it will incur will still be offset by the multiplicity of role that business technology can undertake. A good way to minimize the costs in this area is to train employees, including those knowledgeable, on the proper use and maintenance of the equipment and by developing guidelines for reporting any problem or damage so that proper and timely intervention can be made. Telecommuting woes A point of debate in the technological workplace is the telecommuting option for employees. This has long been a trend, which proved to be convenient for both telecommuters and their companies. With off-site jobs, telecommuters need not travel to their workplace and be stuck with an office routine. They can also perform personal tasks while working, and avoid the pressure of being confined in an office cubicle. For companies, it saves them the office space the employee needs, and the costs of electricity and other provisional expenses of keeping an employee on the job site. However, human resources managers have one problem with keeping and working with telecommuters and off-site employees in the organization: performance appraisal and monitoring. When an employee works off the job site, he holds his time and place. He may be calling a client for a presentation while waiting for the kids for a drive to the school, and meet the client for a lunch meeting just before going to the grocery for some things needed for dinner. While this requires incredible discipline for tasks to get done, there is no guarantee that all telecommuters have the required character it takes. This brings about the importance of monitoring and performance appraisal, which is an equally grueling task for human resource persons to do with telecommuters. But for many companies, the solution is easy. Monitoring and performance appraisal can be largely dependent on one thing: end product. Telecommuters should be given deadlines and work expectations, and they should in turn give back results. This can prove when an off-site employee has the discipline it takes to work away from work, of he needs to work with the boss around. Privacy issues The ease of organizing work teams is undoubtedly one of the better benefits of modern technology to organizations, but it is not also ideal at all. With the convenient dragging and dropping of information throughout the network of technologically driven companies, it is easy for information to leak and for privacy seals to be broken. On a smaller scale, it can be as simple as one employee stealing the proposal of another employee; or one team member taking full credits to the collaborative work of a work team. On a larger scale it can be the theft of significant company information, or the leak of personal information of employees. This is a possibility to which all companies are susceptible. The exposure of an organization to modern technology, especially that which binds the company to networking, also puts many of its information and exchanges out in the open. Companies, however, need not fret. As privacy has been an utmost concern for many developers of technology, many solutions are now available for companies to protect themselves and their systems. A wide range of products are available to suit many companies’ generic needs, and many developers have come up with security measures that can be customized according to the needs and preferences of an organization. It should be noted, though, that security software and technology does not erase the possibility of privacy issues from taking place. While it can secure much of a company’s information, proper care and understanding of privacy clauses and measures by employees are equally important. Too fast and too furious Another issue concerning companies is the fast turnover of technological trends. New computers and gadgets are introduced everyday, and what is trendy today can be obsolete in a matter of months. While there are companies who are true to their subscription of technology, and strive to invest in newer, better models to improve their standing and service, not all companies can keep up. It can be disheartening for an organization to invest thousands of dollars in innovations, only to find themselves looking for an upgrade months after. Technology’s game is simple: the newer, the better. However, this game should not work for companies as well as they have financial books to consider. For business technology, the key is that whichever fits the company best is the better alternative. Unless very necessary, companies should not feel pressured in constantly buying new equipment every so often to keep up with competition. Delivery of good products and service is what matters most. Attitude change. (2017, Apr 14).

Management in the 21st Century Essay Example | Topics and Well Written Essays - 1250 words

Management in the 21st Century - Essay Example It is evident that this is after the interactions between the public, universities, students and the private employer organizations on the theme of employability. The principle of potentiality is now a comparative indicator for university performance. The principle is also used to compile university league tables as an obligatory dimension for the justification of higher education. This helps the HRM’s to have the ability to expand out of the organizational habitat into the wider social body.1 The enquiry into the HRM’s ethics is boosted as the expansion occurs due to dissemination of the system of ethical values to a new set of stakeholders. The ethical values are based on employment and the possibility of work as a fundamental part of the meaning of students’ whole personal lives. How the HRM handles the younger generations has revealed the dynamic formation of an ideal ethos of work in an environment the HRM is culturally free from its normal organizations and constrains. It is apparent that in the sphere of employability HRM is unrestricted by the formal context governing an employment contract. Jones says that there is need for the transformation of the category of ‘ethics’ into that of ‘ethos’ to investigate HRM’s ethical apparatus in this new domain.2 Employability discourses approach the relation between work and subjectivity very differently. The demands of mechanical uniformity cease to be replaced by new forms of address inciting the audience to a dynamic personal ethical engagement with work and self, instead of bureaucratic obedience to impersonal rules. The emphasis on individual potentiality leads to basic orientation towards work as an opportunity for self-perfection and self-realization. By understanding ethos as a dynamic principle then HRM’s ethics is no longer a matter of static systems of rules. It

Capital asset pricing model Essay Example | Topics and Well Written Essays - 250 words

Capital asset pricing model - Essay Example Capital Asset Pricing Model is a tool extensively used to value assets in the financial sector. It has been extensively used in calculating the required return of investment products. The capital asset pricing model was introduced in the 1960s by William Sharpe; Required Return: Risk free rate + ? (Average Market Return –Risk free rate) Where ? is the beta value of the financial asset The basic assumptions of this model pose as disadvantageous for this model to be considered as a perfect representative of required return calculation. One of its basic assumptions is that investors are holding diversified portfolios that are emulating the average market return; implying that the unsystematic risk is eliminated from the risk versus return calculation of the investor. On the whole, investors do try and make diversified portfolios in such a way that it portfolio return complements or exceeds the market return. Therefore, this assumption is not a big concern and is fairly reasonable (Eugene, 2010). Another assumption is that it can only account for single period transition horizon and usually a single year is used for comparison between two securities. This is another reasonable assumption as investors usually quote returns on an annual basis even if they hold a security for a longer period (Eugene, 2010). The assumption that the average investor can borrow at risk free rate is misleading.

Wind Power Essay -- Wind Energy Global Warming

The Power of Wind Wind energy is a free and limitless power source. No matter where you go, there will always be wind. In the past, wind was captured and controlled through the use of sails for the powering of ships. Now that larger amounts of energy have been found, through the burning of fossil fuels, the art of sailing has faded to a recreational sport. Wind has also been used in the past to power mills, which have been used to pump water and grind grains. Though now these techniques of harnessing wind’s power are now not widely used, even though it is an effective power source. Wind is created by the uneven heating of the earth’s surface, and; therefore, is an unlimited source. The problem with fossil fuels is that they are pollutant and will eventually run out, whereas wind is clean and abundant. The technology and efficiency of windmills has improved significantly over the numerous years that they have been around. Figure 1: Windmills of the Past, Figure 2: and Present (University at Buffalo) The Power of Wind 3 Figure 3: Mills and the Power Generated (University at Buffalo) The windmill is a large vertical structure that can stand up to 500’ tall with blades as large as 250’. As the wind passes the rotor blades, the blades are forced to spin, therefore rotating the main shaft. Now, do to modern computers, windmills have been able to utilize a gearbox, improving the effectiveness of wind energy. These gears will control how fast the high-speed shaft will spin, the faster it spins in the generator, the more power that is produced. Then, the power is transported down the tower and directly into the city grid system. The Power of Wind 4 Figure 4: Structure of a Wind Turbine (University at Buffalo) Advantages and Dis... ... (The Economist, July 26, 2007) Wind in the Future Wind energy is definitely going to be a valuable resource in the future. The New York State Energy Research and Development Authority has a Renewal Portfolio Standard which requires that 25% of our electricity be produced from renewable sources by 2013. This shows that the US is already converting to renewable resources such as wind and solar. The Power of Wind 6 References University at Buffalo, UB Green: Wind Energy. (2007, July) http://wings.buffalo.edu/ubgreen/energyforthefuture/technologies/wind.htm July 26, 2007. Where the Wind Blows, The Economist. Retrieved July 30, 2007, http://www.economist.com/science/displaystory.cfm?story_id=9539765 July 26, 2007. Trapped Wind, The Economist. Retrieved July 30,2007, http://www.economist.com/science/displaystory.cfm?story_id=9539806&CFID=16468099&CFTOKEN=46305302

Ecotourism & people Essay

Ecotourism is a branch of tourism which seeks to extend the concept of sustainability to the tourism industry. In recent years, concerns such as the planet’s sustainability, preservation of its natural resources, balancing human activities with Mother Nature’s needs and so on, have reached all-time highs. It is exactly concerns such as these which have led to the development and growth of ecotourism. There is no single universally accepted definition of ecotourism. Indeed, several researchers, tourism providers, environmental agencies and local bodies have formulated different definitions, which vary slightly in their scope and breadth. However, three key elements are central to most of the definitions encountered in a review of the existing literature, namely: sustainability of the ecotourism location; creating an appreciation among ecotourists of the need to preserve the natural environment; creating respect and/or contributing to the development of the local cultures (Eastwood, 2009). These characteristics of ecotourism quite obviously place it into sharp contrast with traditional mass tourism. Mass tourism often attracts tourists to locations that have been extensively developed in terms of infrastructure, facilities, communication networks and so on. In doing so, the natural and physical environment of such locations is dramatically altered, in ways that are irreversible. Moreover, large amounts of energy may be consumed to sustain such establishments. In contrast, ecotourism seeks maximum preservation of the natural environment of designated locations. Indeed, the very charm for an ecotourist lies in visiting a location that still remains largely untouched by modern development. Mass tourism also makes no claims to educate tourists with regard to the environment. The main offering of mass tourism is typically entertainment and leisure. Individuals availing this form of tourism typically use their holidays to take a temporary break from their commitments, choosing to relax and unwind during the interval before returning to their routine lifestyle. Unless the tourists specifically choose to embark on an educational journey in areas of personal interest, most journeys do not have serious objectives, and this factor is reflected in the marketing appeals used by mass tourism providers. Finally, while tourists in the realm of mass tourism are most certainly exposed to different cultures and people, this interaction is generally viewed as more of an exotic exposure rather than anything more meaningful or substantial. There is no pressing need felt by the tourists or the mass tourism providers to contribute to the different communities visited or to be concerned about their development. On the other hand, most genuine ecotourism initiatives are geared to the development of host communities, with long term planning and financial resources being channeled towards this objective (Schellhorn, 2010). Part Two: The Ecotourist Experience The unique aspects of the ecotourist experience and its implications for host communities are explored next. Motivations are not homogenous: It would be misleading to assume that all tourists visiting ecotourism locations have the same motivations. An analysis of tourists at Al Maha, an ecotourist resort in Dubai, revealed that the average tourist is simply motivated to come and enjoy the desert setting more than anything else. Many of the tourists are rich individuals, primarily businessmen and women, who simply desire an exotic temporary accommodation as an alternate to hotels in the city. While at the resort, such individuals do not sever ties with their corporations, or typically immerse themselves in the indigenous culture as the ideal ecotourist is expected to do. Another segment of tourists at this resort consists of honeymooning couples looking for a romantic getaway – again, not the stereotype of the dedicated ecotourist (Ryan & Stewart, 2009). Since the motivation itself is lacking, the Al Maha ecotourist resort is hardly able to change the tourists perceptions regarding sustainability or the need to preserve and appreciate the natural environment and local cultures. Scale of development: The Al Maha resort example discussed above also raises an import concern: the scale of development within ecotourism locations. Al Maha is extensively projected as an ecotourist destination; however, it has been extensively developed, almost resembling a luxury resort! The resort also consumes vast amounts of energy in maintaining its facilities, which runs somewhat contrary to the concept of sustainability of resources. Those in support of large scale ecotourist destinations claim that expansion of such projects is almost a prerequisite if such projects are required to have a substantial impact globally (Buckley, 2009). Tourist behavior may be counter-productive: A study conducted at three ecotourist destinations in the Himalayas revealed that, in some instances, so called â€Å"ecotourists† were actually creating compounding problems of pollution by littering and improper disposal of non-biodegradable items. Ironically, the management of hotels was doing no better either – discharge of untreated waste water was rampant (Batta, 2006). Such behavior is in complete violation of the spirit of ecotourism. It not only spoils the experience of true ecotourists who may also be frequenting such resorts, but is also a social issue since it creates discomfort for the local residents. New income may not be channeled in sustainable activities: Whereas income generation for the local community members at ecotourism locations is an expected and desired outcome, this new income may defeat the objectives of sustainability if it is channeled in undesired activities. For example, a case study conducted in Brazil and Peru revealed that locals used the income generated from employment at ecotourism locations to engage in needless, extravagant consumption of goods. Moreover, earning income from this means did not deter them from engaging in activities such as hunting or unsustainable exploitation of natural resources (Stronza & Pegas, 2008). This study highlights the need to educate the local communities involved in ecotourism initiatives if the full benefits of these initiatives are to be realized. The negative impacts of overcrowding: The ecotourist’s experience is most fulfilling if the location is perceived to offer a serene, calm environment, where one can get away from hustle-and-bustle and really connect with nature. This is precisely the reason why overcrowding can seriously deter the ecotourist’s enjoyment of his/her experience (Ormsby & Mannle, 2006). Managers of ecotourism locations are placed in a quandary, particularly if they are aiming to generate significant amount of funds from attracting tourists. On the one hand, they want their destination to become popular and attract the optimal level of tourists; on the other hand, if overcrowding occurs, then the destination loses its appeal for true ecotourists. Ethical dilemmas: In her article entitled â€Å"Ethics and ecotourism: connections and conflicts†, Stark (2002) proposed a series of questions pertaining to ethical concerns in the realm of ecotourism. A few summarized questions, pertinent especially to those in the tourism industry who provide travel packages claiming to be ecotours, are as follows: What is the â€Å"carrying capacity† of a specific site (or in other words, how many tourists it can support), beyond which the local environment would be prone to harm? Is ecotourism simply being projected as a fashion statement or something which is â€Å"in†? Are local cultures simply being objectified rather than truly appreciated? What are the net costs and benefits of ecotourism activities? Do local communities benefit, and are they involved at each level of implementation? Is care being taken, particularly in developing countries, that sites which have rich traditional or cultural heritage are not being exploited for commercial purposes? These are just some of the numerous questions which come to the fore when choosing a destination for ecotourism and designing and implementing a strategy which is ethically sound. It is an accepted fact that the development of any form of tourism, even ecotourism, has long-lasting impacts on local communities. Therefore, it is vital for ecotourism development agencies to take the locals on board and determine in advance what nature and level of changes are acceptable to them (Butcher, 2006). Unsuitable nature of education provisions: Stem et. al (2003), in an article entitled â€Å"Ecotourism and education for sustainability: a critical approach†, that most of the insights and educational experienced provided at ecotourism locations currently are not up to par and sufficient to generate a proper understanding of sustainability and environmentally friendly activities among tourists. Some tours provide theoretical data, others provide adventure and thrill, whereas still others merely encourage tourists to immerse themselves in their surroundings and appreciate natural beauty. What is lacking is the kind of education which would motivate attitudinal and behavioral change among tourists, not only while they are on tour but something which they can appreciate, act upon and tell others about as well once the tour has ended. Longitudinal studies could be employed to find out whether ecotourists actually change and maintain their changed behavior over an extended period of time after a given trip, but such studies have largely been lacking to date (Buckley, 2009).

Emergence of Crime Prevention and Community Safety in the UK during 1970 and 1980 Free Essay Example, 2500 words

Lea (2007) mentioned that there has been increasing concern with rising crime and falling police cleanups during 1980 and argues that opportunist offenders were the ones difficult to be traced who indulged in mass property thefts which were untraceable and identical with other products also. Reiner (2000, p. 82) mentioned that recorded crime rates rocketed during free-market triumphalism in the 1980s which was mainly in property crimes. Economic deprivation, family breakdown, rapid population turnover contributed to the general decline of the processes of informal social control by which local communities discouraged criminality. Figure 1 shows the increasing trend in property crimes during 1980 s which was noticed by Margaret Thatcher and was the agenda of her election campaign. Figure 2 shows the annual percentage change in property crime from 1978 to 1990 which is growing year by year. According to research conducted by Police Federation of England and Wales, household consumpti on is recognized as the principal economic indicator of economic well being thereby increasing the expectations of lifetime income and value of goods for theft (www. polfed. org). The inexorable rise in recorded crime that began in the late 1950s was kick-started by a number of consequences of the development of mass consumerist affluent society which had several implications for the growth of property crimes constituting the bulk of offending. We will write a custom essay sample on Emergence of Crime Prevention and Community Safety in the UK during 1970 and 1980 or any topic specifically for you Only $17.96 $11.86/page