Customer contact Essay Example | Topics and Well Written Essays - 500 words

Customer contact - Essay Example Since customer contact employees are the front-liners in every business experience, they should have the qualities which can help ensure the retention of old customers and attraction of new ones. According to DMG Consultancy LLC, customer contact agents should â€Å"demonstrate service excellence; apply in-depth product, procedure and system knowledge to produce optimal outcomes and process outstanding oral, written and interpersonal skills†. In order to give excellent service, an employee must know the basics of his task such as job descriptions, extent and limitations of his jurisdiction and other important matters. â€Å"The contact center is a critical area where the customer’s experience and attitude towards the company are developed† (Prunty & Pritchard).Therefore, one should be trained for him to be able to properly and efficiently perform his duties for a highly satisfactory service. It is not enough that an employee knows the primary information about co mpany and his responsibilities but one should also study the customers because â€Å"a problem is created when contact centers take action without really understanding their customers† (Prunty, et.al.). In addition, applying in-depth product, procedure and system knowledge cannot simply be done by informing an employee about them. He should be trained to perform such duties so that he will not waste his time experimenting on what must be done and perhaps during the process, jeopardize the business. The customer contact employee has the power to make a business a failure or success (DMG Consultancy, Prunty, et.al.) depending on one’s training or the lack of it. Training employees give them a well-defined description of their tasks, empowering them to achieve gains for the organization and customers (Blancero & Johnson). It must be noted that in the world of business, more and