Explain to your colleague what information you needed to know, return and inform your customer and ask them if they needed any further help. c) Explain to your customer unfortunately you cant answer their query but if they didn’t mind waiting a few minutes you would find out off a colleague what it is they needed to know. Return thank your customer for their patience, inform them with the information they required and ask them if they needed any further help. 3. Obtain help from a colleague if you are not able to deal with your customers request you would: a) Your colleague is also dealing with a customer, you interrupt them and ask them the information you need, thanking them for their time.
Which of these are the most appropriate and very common among businesses? Face to face, this form of communication not only gives your audience a chance to interact with you but if it’s something that is very important you can show them how concerned you are. Let’s say that there is a cap on raises and there could possibly be a lay off in the near future. How well do you think audiences will take this information let’s say by email? They are going to think that this person has no feelings and truly doesn’t care about their questions or anything.
Role-playing takes place between the manager, programmer, and salesperson that act out roles to explore a particular scenario. They each specialize in their field, but the problems are that they are not working together as a team. By acting scenarios, they are likely to respond to different approaches and miscommunications. Louise, the manager, should have not take sides after calling out Ricardo for Frank to continue his problem. Frank may be the leading salesperson who has to deal with the situation when it actually happens (customer dissatisfaction).
| Customers | Customers can stop buying products displaying the john Lewis logo, word of mouth means that john Lewis can be seriously damaged by customer shifts. They have a huge influence on the aims and objectives of john Lewis. However john Lewis may feel that it has sufficiently strong, brand loyalty to ignore customer input. | Employees | Employee can make john Lewis alter their aims and objectives to include staff needs and wants, john Lewis altered their company objectives to include the working conditions of its staff, however a set time when unemployment is high, employers are in a position of greater power as employment is harder to find. | Trade union | Unions mainly focus on the treatment and pay of the employees.
Beal (2004), said that “Convincing senior management of the value of a loyalty program requires organizations to get their data in order. Customer loyalty programs collect massive amounts of data but many companies aren't using it. Customer loyalty data provides insight into both share of wallet -- or customer penetration -- and lost customers.” This is where you must take the data collected and be able to separate the sales that are repetitive and the sales that are impulse buys. While we all love impulse buys, this is only a margin of the metric used to understand what and why your customers will come back. Larry Goldman (2008) explains that, “Your definition of a loyal customer will determine how you measure the success of your loyalty program.
The rules I have to follow are when answer the phone I must announce the company name and ask how I may help. When a customer comes into the show and I am dealing with them face-to-face I must always be polite and respectable and my uniform clean. 4.4 - I recognize when a customer is confused when they are asking many questions and actually stating they don't understand for example “I don’t understand why it’s that price" or " I don’t think I get how it’s going to look at the end". I notice when a customer is angry when they start raising their voices, stepping back away from the counter or shaking their head and refusing to pay the price for example. 4.5 - In our organization we try to respond to customers question they have send us via email as soon as possible as all questions and quotations are very important to
There is no training program for them that state any reasons why the culture of the company relies on customer satisfaction. So in this case some employees may feel resentment for having to put so much effort into making their customer happy. For instance, some Nordstrom employees may feel that it is too difficult to meet the needs of some of their customers. Employees are expected to go out of their way, even to work long hours or beyond their hours to meet their customers’ needs, but they do not get compensated for any overtime. The environment for this employee could be very stressful and cause them to not want to put much effort into sales.
I herded sheep with him’” (44). The death of Candy’s dog serves not only as another tragedy in the already depressing life of the old man, but also as a reminder that his time is almost up just like his friend. When Carlson takes the mutt out back to be shot in the head, Candy begins to realize that he too will soon outlive his usefulness and be fired from his workplace. As an old man with only one hand and a limited number of days, finding work would seem like an impossible challenge. So when the opportunity to own a piece of land with Lennie and George comes up, Candy is thrilled.
Miya Price IT/284 Assignment Week 3 How to Communicate Consider the following scenario: Bill, a project manager from a financial firm, calls the computer support hotline and expresses his frustrations with the software he has just purchased from your company. He is a new customer and has little experience with how to use the software. Note that communication is a key component to professional customer service. Write a 700- to 1,050-word paper describing an approach, without solving the issue, that might be used to build a relationship with Bill. Your paper must define and address any messaging technologies that would be applicable, as well as the following: Nonverbal versus verbal communication Effective questioning strategies Rapport techniques Active listening skills Click the Assignment Files tab to submit your assignment.
However, there are always circumstances where a policy may need to be bent in order to make the best possible outcome. A lame example would be a sick employee who used up all their sick time already and comes into work sick because they need their full pay check. While this is understandable from the employees perspective (everyone counts on their paycheck), a good manager would look at the schedule, see where it can be bent or another person can cover and send that person home (hopefully with pay) because he is being human and understands life’s circumstances and wants to help someone out. This is at least what I would do because the person is not faking it and they need help. Always help people out is my opinion, they will work that much harder for you and respect you that much more in the