ADMS 1000 Lecture Notes - Lecture 38: Customer Service
3 May 2018
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ADMS 1000 Lecture 38 Notes –Questionnaire
Introduction
• She is also frustrated when the wrong person is sent to a job but feels she and the other
order processors are doing the best they can.
• We hae a uestioaie e’e supposed to follo ith the alls to fid out hat the
problem is and who needs to take the job, she explains.
• The ustoes do’t ko that e hae a stadad fo, so they thik e a ase
all their questions.
• Most of us do’t ko ay oe aout pluig tha the alle.
• If they do’t use the tes o the uestioaie, e do’t udestad hat they’e
talking about.
• A plue ould, ut e’e ot plues
• We just take the calls
• Customer service issues also involve the billing representatives.
• They are the ones who are responsible for continuing to contact customers about
payment.
• It’s ot y fault the og guy as set, says Susa MaAthu.
• If to guys et out, that’s to tips.
• If a plumber did the work, you pay plumber rates.
• Soe of these ustoes do’t get that I did’t take thei fist all, ad so I get yelled at
• The billing representatives also complain that they see only the tail end of the process
• So they do’t ko hat the oigial all etailed.
• The job is fairly impersonal, and much of the work involves recording customer
complaints.
• Remember—40 percent of customers are not satisfied
• It’s the illig epesetaties ho take the ut of ustoes’ egatie eatios o
the phone.
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