255 Section 11.2 E-tail Customer Service Neck and Back The computer monitor should be adjusted so that the employee’s head is level, not leaning forward or back. The top of the screen should be near the line of sight. A chair that is comfortable and provides good back support is necessary for call center employees. The chair should be adjustable and provide armrests. Good posture is important. Employees should try standing up, stretching, and walking every hour. This also reduces neck and back strain. Legs Thighs should be parallel to the ground. Feet should be fl at on the fl oor or a footrest should be used. When taking a break, walk around to stretch the muscles and promote circulation. Checkpoint 11.2 1. Describe the unique aspects of e-tail customer service. 2. Compare and contrast asynchronous services with synchronous services. 3. Explain the difference in how e-tail customer service representatives acquire product knowledge compared to on-site employees. 4. Why is it important to have ergonomic workstations for employees in a call center? 5. Which areas of the body are at risk for injury from sitting at a desk using a computer for long periods of time? Build Your Vocabulary As you progress through this course, develop a personal glossary of retailing terms and add it to your portfolio. This will help you build your vocabulary and prepare you for a career. Write a defi nition for each of the following terms, and add it to your personal retailing glossary. call center customer service fl owchart asynchronous service automated e-mail synchronous service ergonomics ✓