Customer service : manual for a customer service specialist
Kleemola, Henna; Kleemola, Henna (2022)
Kleemola, Henna
Kleemola, Henna
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022060917214
https://urn.fi/URN:NBN:fi:amk-2022060917214
Tiivistelmä
The idea of the thesis is to make a customer service employee an instruction manual, the guide explains responsibilities and practices. This guide explains the tasks of customer service and explains how to act in different situations. Because there are many ways to act, this guide will help the new employee to understand different ways of working.
The topics of the manual were generally discussed in theory part. It went through different topics in the manual to get a theoretical basis for the topics. The theory is about customer service in general, purchase order, complaint, and electronic documentation.
In the survey, we examine different ways of working that can work in different situations. Based on the answers, the theory and the internal documents of the company, a guide for the customer service is compiled.
At the end, we report on the outcome and consider the responses to the survey. The produced manual for customer service, is not published in this thesis.
The topics of the manual were generally discussed in theory part. It went through different topics in the manual to get a theoretical basis for the topics. The theory is about customer service in general, purchase order, complaint, and electronic documentation.
In the survey, we examine different ways of working that can work in different situations. Based on the answers, the theory and the internal documents of the company, a guide for the customer service is compiled.
At the end, we report on the outcome and consider the responses to the survey. The produced manual for customer service, is not published in this thesis.