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Afterword
Published in Joyce A. Hunter, Anger in the Air, 2016
Cultivating a warm, humane airline culture goes a long way towards decreasing confrontational situations. Two airlines, Southwest and Jet Blue, have had notable success fostering a people-friendly, “fun, not frills” atmosphere that has garnered top ratings in customer relations and profitability for many years now. Southwest in particular makes a point of listening to, respecting, and rewarding its employees. Happier employees treat passengers better because they enjoy their jobs. Southwest employees have fun, joking with and even singing to customers. When employees present this kind of friendly face to passengers, they create a warmer atmosphere that goes a long way toward short-circuiting the feeling of being anonymous and ignored that can lead to angry outbursts. Good humor in difficult situations can be contagious. Author Maya Angelou puts it well: “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Excellent customer service builds customer loyalty, fosters profits, and increases safety. It pays to study what works, and when it comes to reducing air rage, what works is good service.
Moving Products across Supply Chain: Distribution Network Design and Transportation Decision Making
Published in Samuel H. Huang, Supply Chain Management FOR ENGINEERS, 2013
When designing a distribution network, a company needs to consider customer service. After all, a company’s revenue is generated from its customers. It must provide satisfactory customer service in order to maintain market share. Customer service measures that are affected by the distribution network are summarized as follows: Delivery lead time, which is the time it takes for a customer to receive an order.Product variety, which is the number of different products or product configurations that are offered.Product availability, which is the probability that a product is in stock when a customer order arrives.Order tracking, which is the ability of customers to track their orders from placement to delivery.Product return, which is the ability of customers to return the merchandise they purchased when not satisfied.
Lubricant Storage
Published in R. David Whitby, Lubricant Blending and Quality Assurance, 2018
Vendors of WMS sometimes claim that the system(s) will: Reduce inventory.Reduce labour costs.Increase storage capacity.Improve customer service.Increase inventory accuracy.
The impact of AI-based conversational agent on the firms’ operational performance: Empirical evidence from a call center
Published in Applied Artificial Intelligence, 2023
Zhenyuan Zhang, Bin Li, Luning Liu
Before the introduction of AI-based conversational agent, the customer service structure of the call center was a combination of interactive voice response (IVR) and human. IVR prompt the customers to press the key by voice, judge the user’s intention according to the key system, then go to the knowledge base to match the answer and return it to the user in the form of voice. One of the main shortcomings is that customers need to press the button continuously to acquire the required knowledge level by level. The company carried out a random experiment on December 19, 2018 to test the actual performance of AI-based conversational agent. Specifically, customers with 1 and 7 were selected to use the AI-based conversational agent while those with 3, 5, or 9 were selected to use the IVR system on December 19, 2018. Before that day, all service calls were first connected to the IVR system where customers followed voice instructions and used keypad presses to select their service. In the period between December 19, 2018, and January 9, 2019, the call center introduced an AI-based conversational agent to replace the IVR system for a portion of customers. After January 15, 2019, the IVR system was completely replaced by the AI system. In order to facilitate understanding, we have made a schematic diagram of the human-computer interaction process (please see Figure 1).