Final answer:
Organizations use various methods such as reengineering call centers, developing customer-accessible websites, and using CRM programs for personalized surveys to manage customer service relationships. These methods are aimed at being professional, gathering customer information, and providing resourceful solutions to enhance customer service and internal managerial relationships.
Step-by-step explanation:
Organizations employ various methods to manage relationships with their customers at the customer service level. Each of these methods is centered around gathering information from customers, being professional and resourceful, and adapting to changing market dynamics. For instance:
- Reengineering or automating call centers entails analyzing past data to improve the efficiency and effectiveness of customer service operations.
- Developing websites that offer access to personal account information or other data points such as hours of operation and product details allows for enhanced customer self-service.
- Utilizing CRM programs to administer personalized surveys can help an organization to segment customers effectively and cater to their individual needs.
Additionally, thinking of your manager as your most important internal customer ensures that a high standard of service is upheld within the organization, potentially leading to positive feedback and career growth opportunities. This internal customer service is crucial for job satisfaction and professional development.
On a broader scale, the trend of outsourcing, which includes customer service roles, reflects the shift of these jobs out of the United States to other countries where technically skilled individuals are increasingly available.