A Prostitute, a Servant, and a Customer-Service Representative:

2017 ◽  
pp. 40-49 ◽  
Author(s):  
Carmen R. Lugo-Lugo
Keyword(s):  
Customer Service ◽  
Customer Service Representative ◽  
Service Representative

Automated customer service at the National Library of Medicine

First Monday ◽  
2006 ◽  
Author(s):  
Terry T. Ahmed ◽  
Carolyn Willard ◽  
Marcia Zorn
Keyword(s):  
Customer Service ◽  
Drug Information ◽  
Lessons Learned ◽  
Web Pages ◽  
Consumer Health ◽  
Medical Database ◽  
National Library ◽  
Online Catalog ◽  
Customer Service Representative ◽  
Service Representative

The National Library of Medicine (NLM) launched a virtual customer service representative (vRep) named “Cosmo” in February 2003. Cosmo is a navigation tool that guides users to information on NLM Web pages. These Web pages contain information on programs, products and services provided by NLM. Cosmo directs users to information on consumer health, drug information, medical database instruction, grant information, online catalog access, exhibit details and onsite library information. Medical librarians manage the Cosmo knowledge base to link to this information. To ensure that we meet customer needs, staff review the user “conversation” log daily and modify answers as needed. This paper describes the lessons learned during Cosmo’s development and may help others who create and maintain a virtual representative.

scholarly journals Pengembangan Learning Object pada Training Basic di PT.Circleka Indonesia Utama

2020 ◽  
Vol 3 (1) ◽  
pp. 36-44
Author(s):  
Rafii Ramandika ◽  
Mulyadi, M. Pd ◽  
Kunto Imbar Nursetyo M.Pd
Keyword(s):  
Customer Service ◽  
Development Program ◽  
Learning Object ◽  
Expert Review ◽  
Group Evaluation ◽  
Basic Circle ◽  
Final System ◽  
Prototype Design ◽  
Customer Service Representative ◽  
Service Representative

Pengembangan ini bertujuan untuk menghasilkan produk berupa Learning Object pada Training Basic di PT.Circleka Indonesia Utama. Produk Learning Object ini difokuskan pada pengembangan video pembelajaran mengacu pada model Rapid Prototyping yang memiliki lima tahap antara lain Assess Needs and Analyze Content, Set Objectives, Construct Prototype (design), Utilization Prototype (research), dan Installing the Final System. Produk Learning Object ini telah melalui tahap evaluasi yang melibatkan para ahli dan pengguna (Customer Service Representative Circle K). Hasil uji coba expert review yang diperoleh dari ahli materi sebesar 3,56 (sangat baik), ahli desain pembelajaran, ahli media pembelajaran 3,49 (sangat baik). Kemudian pada tahap uji coba pengguna (one-to-one evaluation) memperoleh nilai 3,20 (baik) dan (small group evaluation) dengan nilai 3,49 (sangat baik). Hasil evaluasi formatif menunjukan bahwa produk Learning Object ini dapat digunakan pada Training Basic Circle K sebagai bagian dari Store Development Program (SDP) PT. Circleka Indonesia Utama.

Chelsea Bank: Scans and Workplace Knowledge

1997 ◽  
Vol 17 (4) ◽  
pp. 357-369
Author(s):  
Larry Mikulecky ◽  
Paul Lloyd ◽  
Jennifer M. Conner
Keyword(s):  
Customer Service ◽  
School To Work ◽  
Traditional Classrooms ◽  
Workplace Skills ◽  
Student Groups ◽  
Bank Teller ◽  
Work Transition ◽  
Customer Service Representative ◽  
Service Representative

This study examines the extent to which student groups working with the Chelsea Bank computer simulation were able to use school-to-work transition skills. Chelsea Bank is a workplace simulation for schools in which groups of students at a computer play the role of a bank teller or customer service representative, dealing with customers who appear on their screen. Data consists of videos of students working on the simulation scenarios. Results show that students using this simulation demonstrated substantial involvement with workplace skills as defined by SCANS (U.S. Department of Labor's Secretary's Commission on Achieving Necessary Skills). Students were also considerably more actively engaged with learning than students in studies of traditional classrooms.

Construing negotiation

2017 ◽  
Vol 7 (2) ◽  
pp. 137-162
Author(s):  
Jenny Yau-ni Wan
Keyword(s):  
Customer Service ◽  
American English ◽  
Voice Quality ◽  
Call Centre ◽  
Prosodic Features ◽  
Quality Framework ◽  
English Speaking ◽  
The Voice ◽  
Customer Service Representative ◽  
Service Representative

Abstract The call centre conversation is a telephonic exchange of voices between the customer and the customer service representative (CSR). Both lexicogrammatical and prosodic features are used to construe emotional and attitudinal recognition. Studying these features can investigate how the call centre discourse is construed, and how the interpersonal meaning takes shape through the text. The spoken data are constructed by Filipino CSRs and American English-speaking customers. The findings show that participants tend to make specific paralinguistic voice quality choices to express their emotions in dialogue. This article first discusses the voice quality framework for its semiotic features in relation to interpersonal meaning, reviews previous voice quality studies and later delineates how voice quality relates to interpersonal meaning in the calls.

scholarly journals CONSUMER COMPLAINT BEHAVIOR (CCB) PELANGGAN MINIMARKET DI JOMBANG

2018 ◽  
Vol 15 (1) ◽  
Author(s):  
Rahayu Rahayu
Keyword(s):  
Mass Media ◽  
Customer Service ◽  
Psychological Factor ◽  
Business Development ◽  
Consumer Complaint ◽  
Complaint Behavior ◽  
Consumer Complaint Behavior ◽  
Retail Company ◽  
Customer Service Representative ◽  
Service Representative

The business development are getting very competitive especially in retail…….; the businessman must be responsive to the customers complaint and handle the unsatisfied service given. In this research, the categorized of cause of complaint are: the price labeling, the miscalculated by cashier, the services and products problems. Alternative of Cunsomer Complaint Behavior which is taken by the customers influenced by simple complaints and asking compensation to fix demographic factors or some situation of CCB is also influence by choosing complaints alternatives. Some alternatives action of CCB done by the customers with dissatisfactions are : complaining by phone, meeting cashiers directly  (the most popular alternative), meeting the retail employees, meeting the customer service representative, calling the retail company to obtain the procedure on how to complain, meeting the supervisor, complaining by mass media (radio, newspapers), using the mediation service by the consumers complaint service. Customers have many CCB hierarchies, however, the procedures and actions intensity are varies. The action intensity is the next step of hierarchy and the situational to the customers. The economics and psychological factor is the most basic consideration to differentiating steps of CCB which need for the customers doing complaint.

scholarly journals CONSUMER COMPLAINT BEHAVIOR (CCB) PELANGGAN MINIMARKET DI JOMBANG

2017 ◽  
Vol 15 (1) ◽  
pp. 84
Author(s):  
Rahayu Rahayu
Keyword(s):  
Mass Media ◽  
Customer Service ◽  
Psychological Factor ◽  
Business Development ◽  
Consumer Complaint ◽  
Complaint Behavior ◽  
Consumer Complaint Behavior ◽  
Retail Company ◽  
Customer Service Representative ◽  
Service Representative

The business development are getting very competitive especially in retail…….; the businessman must be responsive to the customers complaint and handle the unsatisfied service given. In this research, the categorized of cause of complaint are: the price labeling, the miscalculated by cashier, the services and products problems. Alternative of Cunsomer Complaint Behavior which is taken by the customers influenced by simple complaints and asking compensation to fix demographic factors or some situation of CCB is also influence by choosing complaints alternatives. Some alternatives action of CCB done by the customers with dissatisfactions are : complaining by phone, meeting cashiers directly  (the most popular alternative), meeting the retail employees, meeting the customer service representative, calling the retail company to obtain the procedure on how to complain, meeting the supervisor, complaining by mass media (radio, newspapers), using the mediation service by the consumers complaint service. Customers have many CCB hierarchies, however, the procedures and actions intensity are varies. The action intensity is the next step of hierarchy and the situational to the customers. The economics and psychological factor is the most basic consideration to differentiating steps of CCB which need for the customers doing complaint.

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