A customer service programme Introduction What is a customer service programme? Customer service is what your business delivers to achieve customer satisfaction. How does a business achieve customer satisfaction? • Giving the customer what they want and need. • Listening to the customer.
Customer service and customer relations are the key to success for a business. In this paper, I am going to discuss how to have a successful customer service department in your business. For example, behaviors the employees will need to know; having a customer driven mindset; how to communicate effectively with customers and co-workers; phone etiquette; the importance of building relationships with customers; dealing with difficult/unhappy customers; having a customer engagement model for feedback; and building customer loyalty. Knowing these things can lead to a successful customer service department and a successful business. Behaviors Your Employee Needs to Know According to Dahlke (2007) an ideal customer service representative chooses to be courteous, respectful, considerate, and helpful to others.
Companies specify which behaviors are acceptable, and which are not, when they first start the hiring process for a new employee. Some even give a summary of what is expected conduct in the job descriptions An employee may have to stand for values that match those of the company. Maintaining one’s self-respect, accepting responsibility for the task, respecting others and respecting the experience that the work offers are ways by which one can be labelled ‘professional’. Some common sense rules of consideration for others, politeness and honesty also enhances the ethical, professional nature of the employee. Simple courtesies like
This will ensure that goals are met and high quality service is provided to external customers. 2.1 Describe the products and services offered by own organisation to internal customers Internal customer service is service provided to internal departments in our organisation or to employees in our organisation but a different department or to our service providers or suppliers who work with us to complete certain tasks and achieve certain goals within the organisation. By helping our colleagues and other departments, we are helping the company / organisation succeed. It also helps you develop your personality. Our organisation deals with all the areas of work or service in the (____________) and the (______________) that I work for is (______________).
Organisational requirements for dealing with complaints The aim of it is to ensure that complaints procedures are properly and effectively implemented and the service user feels happy and confident that their problems are being taken care of, and acted on promptly and fairly. When handling a complaint the company must ensure that the service user and the representative of the service user, carer and any one else involved is made aware how to complain and the company provides easy solutions to make a complaint. Complaints are dealt with properly and fairly, as this may cause distress to the service user and staff. Complaints should try and be resolved between the company and the complainant but If the complainant or company feels that it
Explain how an organisation monitors customer service against the standards set (16 marks) Monitoring customer service against the agreed standards is important to ensure the customers’ needs are being met and problems arising are being dealt with so they do not arise again. Many organisations monitor customer service via feedback. This feedback can take the form of after sales or service questionnaires or can be more informal such a phone call after a customer has bought a product or used a service to check they are happy and there is nothing the organisation can do to help further. Calling customers or speaking with them in person can be a useful method for collecting qualitative data on how and organisation is seen by their customers. Organisations collect a wealth of data on their customers during there day to day interactions.
Clean Desk Policy 1. Overview a. The purpose for this policy is to establish a culture of security and trust for all employees at <company>. An effective clean desk effort involving the participation and support of all <Company Name> employees can greatly protect paper documents that contain sensitive information about our clients, customers and vendors. All employees should familiarize themselves with the guidelines of this policy.
Employees report to two people who cause them to question which manager to go to. Organizational culture on behavior Business Dictionary (2014) describes organizational culture as, “the values and behaviors that contribute to the unique social and psychological environment of an organization.” Managers promote positive values from leading by example. Organizational culture upholds when hiring individuals who share the same core values. Previously, experts viewed organizational culture and behaviors as parallels. Newer
These can blend into work samples or problem solving tasks related to the job. Good situational interview questions are realistic enough that the applicant will actually experience the same emotions you are trying to represent. For example, in a situational interview designed to assess customer service skills, an applicant might be asked
This Person Specification is designed to help members of interviewing panels judge the qualities of interviewees in a systematic and consistent way and in accordance with the departments equal opportunity policy. It is given to all job