Haku

Hyvä ja laadukas asiakaspalvelu on tärkeä kilpailutekijä kiinteistövälitysalalla, ja ensiasunnon ostajat ovat keskeinen ja tärkeä asiakasryhmä. Opinnäytetyön tarkoituksena oli selvittää, mitkä asiat vaikuttavat ensiasunnon ostajien päätöksentekoon...
Good and high-quality customer service is an important competitive factor in the real estate brokerage industry, and first-time home buyers are a pivotal and important customer group. The purpose of the thesis was to find out which factors affect the choices and decision making of first-time home buyers when looking for buying their first own home. The aim was to find out how customer contacts with first-time home buyers could be developed through research. The material for this study was collected by interviewing people who had already bought their first home as well as people who are currently looking for buying their first home. The data collection was through a semi-structured interviews. The research itself is a qualitative case study. The results of the thesis provide the employees of the commissioning organization information on what first-time home buyers value and which factors influence the purchase of a first-time home, and thus how customer interaction could be developed when dealing with first-time home buyers. According to the research results, first-time home buyers value the role of the broker in a housing transaction. The most important factors influencing the choice of a home are the location and the price....

Kommunikaatiotarpeet liiketalouden alalla ovat muuttuneet dramaattisesti maailmanlaajuisen pandemian myötä. Joudumme uudelleen määrittämään, mikä on korrekti tapa kommunikoida yrityksen sisällä ja miten voimme ottaa kaikki tasa-arvoisesti huomioon...

Organisaatioiden asiakaspalvelussa kirjallinen vuorovaikutus on tulevaisuudessa kasvussa. Kirjallisen neuvonnan hyötyjä ovat muun muassa joustavuus, kustannustehokkuus, saavutettavuus sekä riippumattomuus ajasta ja paikasta. Palvelukanavan pitää...
In the customer service of organizations, interaction in writing will play an increasing role in the future. The benefits of written customer service include flexibility, cost-effectiveness, accessibility, and independence from time and place. The service channel must also be efficient so that the customer gets the answer they need as effortlessly and quickly as possible. The best situation is when the customer service situation is successful in the opinion of both the customer and the customer service representative. This important role of the customer service representative in the research has been studied from the perspective of written customer service. The purpose of this thesis was to develop Kela's customer service by researching the possibilities of written customer service as a service channel and to find development ideas for the organization to develop its operations from this perspective. In my thesis, I investigated the interest and ability of Kela's customer contact centre employees to do more written customer service in a changing work environment. The results achieved from the thesis can also help in future recruitment, as they provide a better picture of whether more attention should be paid to the readiness of jobseekers to produce a written text during the recruitment phase. The information bases examined the characteristics of written customer service and the importance of interaction in customer work. In the research section, written customer service was examined by means of a case study, among other things, from the point of view of competence development. The key finding was that the organization has existing potential for doing written customer service and an interest in adding it to telephone service in the future. Written customer service brought variation to the job description, which was perceived as a factor increasing well-being at work....