ENHANCING CUSTOMER SATISFACTION:

AN IN-DEPTH ANALYSIS OF CUSTOMER

SERVICE REPRESENTATIVE
INTERACTIONS IN CALL CENTERS
BY: JOHN JESTER M.SOBERANO
AB ENGLISH 2A
Theoretical General Research Conceptual Key Terms: Methods:
Framework(s): Objective: Questions: Framework:

Explore theoretical Investigate the a. How do the Develop a a. Communication Research Design: Employ a
Skills: The ability of mixed-methods approach,
perspectives on impact of customer communication conceptual combining quantitative
skills of customer CSRs to effectively
customer service service framework convey information,
analysis of customer
feedback and qualitative
service
communication, representative illustrating the actively listen, and insights from interviews with
representatives address customer
relationship interactions on influence relationships customers and
concerns. CSRsParticipants: Engage
management, and customer customer between CSR with both customers and
customer satisfaction and satisfaction? communication b. Empathy: The CSRs to gather diverse
perspectives.
satisfaction in call loyalty in a call b. b. What role does skills, empathy, capacity of CSRs to
understand and share the
center center. empathy play in customer feelings of customers
Data Collection Methods:
Utilize customer feedback
environments. resolving satisfaction, and data, surveys, and in-depth
customer issues loyalty. c. Customer Satisfaction: interviews to capture the
and fostering The overall contentment nuances of CSR-customer
interactions.
positive with the service received
interactions? from the CSR. Data Analysis Procedures:
c. . How can Apply sentiment analysis to
customer feedback, statistical
training programs analysis, and thematic
be optimized to analysis for qualitative
enhance CSR- insights.
customer
interactions and
overall customer
experience?