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customer service performance. Theyll usually do what is expected of them. Individual customer service performance is an outcome variable that is influenced by the previously mentioned variables. In other words, these 11 customer service metrics influence how your customers perceive your service. So how do we make customers happy? Multiple businesses have the same target market of customers, which is why it is important to show quality customer service.
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So, why is customer service performance money and Power so important? Overall, businesses measures success by their generated revenue. There are also factors on an organizational level that influence how customers feel about the service level, as demonstrated by Ployhart, Iddekinge Mackenzie (2011). Customer experience is formed by the unique interaction between customer and employee. A study by Liao Chang (2014) found that when individual customer service performance (8) was above average, that specific store outperformed the other stores in the sample. In other words: with everything being equal, a more conscientious and extroverted employee will provide a better customer service experience to the customer. Research has shown that extraverts perform better in jobs. Consumers hold the money and power and businesses develop products based on their needs. More skilled employees tend to provide better service (Ployhart., 2011). Riverbridge House, guildford Road, leatherhead, surrey, kT22 9AD.