As our familiarity with these different starting points increases, we are cultivating cultural fluency -- awareness of the ways cultures operate in communication and conflict, and the ability to respond effectively to these differences.
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The intangibility of services leads to difficulty in measuring and controlling quality. For example, with a telephone-banking encounter, a new call staff member will offer a different level of service than a long-term staff member who feels comfortable in their job. However, self-service technologies such as ATM's operate uniformly and are therefore easier to control quality.
The result of this ideal service encounter was not solely done by a single employee but created by a company policy to retain current customers and potentially earn new ones. To ensure that this type of satisfaction becomes a "rule," there needs to be clear communication within the Amazon organization so that customer service representatives are able to help customers like us in a quick and timely fashion. They need to be trained in problem solving and interpersonal skills so that communication between the customer and the representative results with the customer having a positive perception of Amazon and continuing to use their online service.
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Service encounter essay