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There were inherent problems while performing my duties as a customer care representative. These challenges were mostly ranges from the large volume of task which you must perform under time constraints; customers impatience or temperament while trying to resolve their complaints; poor remuneration; stringent administrative rules and regulations (code of conduct), among others. As a good agent, you must have the ability to work under pressure with little or no supervision. You should have the ability to handle large volume of work possibly under time constraints. Indeed, you should be able to organize and complete multiple tasks by establishing priorities.
Cultural Change can not be underestimated. My last (current) role involved me coming in as a minority outsider to introduce Customer Service Excellence, or I would have settled for just good customer service! I found significant pockets of resistance, coupled with passive aggression and mistrust. For me this just re-enforced the need to win hearts and minds and build trust and rapport before even thinking about raising standards or introducing Business Process improvement. I developed the Manage it, Change it, Remove it model to combat resistance which I find highly effective. This together with an open and honest approach enables Customer Excellence to be built from firm foundations to which everyone is bought into.
I was working as room coordinator and handling some events for the past 4 years and my major challenges I have encountered so far is that when you arrange an event with the coordination of Hotels, Transportation Companies & Visa section even you go through with your checklist to avoid any missing requirements, there are still uncontrollable situation. In order to avoid any complaints, I make sure to have a smooth event operation through day to day communication with the suppliers & being present before the event start till event ends.
Major Challenges was face of Public. I handle that with care and honesty
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