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African-American Studies

What barriers are standing in your way of developing strengths in this area?

Introduction -Valuable leaders of customer service departments know how to motivate and monitor CSRs, as well as how to resolve conflicts that inevitably arise in any organization.” These leadership and management skills often come with experience, but not without careful self-reflection to identify and capitalize one’s strengths.
Then write a one-page (12-point font; double-spaced) reflection paper in which you address the following questions: According to the results of your Leadership Strengths Questionnaire, are you an Implementer, Innovator, Encourager, Analytic, or Mediator? Did these results surprise you? Why, or why not? In what ways do you think this strength would put you at an advantage as a manager of Customer Service Representatives (CSRs)? In what category did you score lowest on the questionnaire? Is this what you expected? Why, or why not? What barriers are standing in your way of developing strengths in this area? How might you overcome them? As a new manager, how would you use the results of the Leadership Strengths Questionnaire to set measurable standards for the CSRs you supervise?

Categories
African-American Studies

When it comes to customer service, do you agree that low effort is associated with greater loyalty?

“best-in-class global service is all about delivering the right information in context to optimize business processes, applications, and activities that support service.” Yet, in the global business environment, you can be sure that the way customers view service will vary across cultures, personality types, and distinct generations. For that reason, it is crucial for organizations to adopt a comprehensive customer service approach that embraces diversity and promotes inclusion. Then post a response answering the following questions: When it comes to customer service, do you agree that low effort is associated with greater loyalty? Why or why not? Are you surprised that customers value an engaged and authentic interaction over one that is focused but impersonal? Why or why not? Out of the four personality types (analytical, driver, amiable, expressive), which one do you most identify with? Given your personality type, in what ways should you adapt your service skills to meet the needs of other personality types? Using examples from the video and your text, explain how generational differences might influence customers’ preferred method of service. Given your characteristics, how you might adapt the delivery of your services to meet the needs of other generations? https://www.youtube.com/watch?v=bm87yqR38qo&t=1s