Half.Com Customer Service

929 words 4 pages

Half.com Customer Service
Ramona Russell
Davenport University
Professor Rhonda Bunce

One of the customer – service agents for Half.com, Bill Ryan, is “one of 30 customer - service agents at Half.com, an online market-place owned by eBay Inc., the Internet auction company” (Milkovich, Newman, & Gerhart, 2011). Half.com lists all the products from sellers for the public, on their website and acts more like an intermediate between the buyers and the sellers. Half.com receives all inquires about the products sold on the website from customers, then the customer service agents contact the sellers with the questions and lastly, once the information is received, Half.com contacts the customer back to pass
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Employee like Mr. Ryan, that care and are passionate about what they are doing provide the best service and make the company look good; they are valuable, key pieces of the company. Companies that carefully select their employees are looking for those traits in individuals. In addition, companies provide, or hire another company to provide stellar training on “how to handle unhappy customers”.
The Customer Service Agent case has provided with information about a typical day at Half.com. Mr. Ryan is enjoying his job, and takes pleasure in researching answers to inquiries received via e-mail. Sometimes he gets phone calls from, usually, upset customers demanding a fix to their problem. Mr. Ryan remains calm and immediate comforts the callers with his listening and speaking skills he learned in seminar prior to his employment at Half.com. Mr. Ryan tactfully plans his day, by downloading ten e-mails at a time, responding to them, and alternates between quick coffee and bathroom breaks, and lunch.

Milkovich, G. T., Newman, J., & Gerhart, B. (2011). Compensation (10th ed.). New York, New York: McGraw-Hill/Irwin.

The customer service agent will be responsible for: * Confer with customers by email or telephone to provide information about products or services, cancel accounts, or obtain details of complaints * Keep records of customer interactions or


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