1.1 Describe what is meant by internal customers Internal customers can also be internal service providers and they are customers within the company / organisation or directly connected to the organisation or from an organisation that provides shared services. It can be a co-worker, a different department or a colleague from a different department, a service provider or a colleague from a shared service organisation, or a distributor who provides us with products or services so that we serve an external customer. Internal customer service needs to be excellent in order to provide excellent external customer service. There should be good communication between departments and between internal customers, they should work together with a positive attitude following policies and procedures and agreeing on them wherever necessary. This will ensure that goals are met and high quality service is provided to external customers.
Training Standards and training are very important for the employees to maintain as these are the two things that are essential to ensure that the service is maintained at the necessary level to keep the customers happy. The main aim and goal of customer service is customer satisfaction. Customer satisfaction is a term generally used to measure a customer's perception of a company's products and services. How to set up a customer service programme? 1.
To improve this experience could lead to a positive improvement from a lot of work related practices, for example safety, efficiency, quality, staff vitality and financial strength. Listen and pay attention to your customers, at the end of the day they pay your bills. Their comments and points of view on their experiences can highlight the urgency for a change, it can also engage the hearts of staff, and their output can be a very valuable asset to any strategy to improve patient and family experience. Why are HCAHPS important? You are in the people business and because of this, People represent a big intangible asset for your organization that could improve or decline the value of your everyday practices.
Human Resources The Human resources can improve the H&M’s performance in many ways. There are two main processes which are looked at when managing human resources. • Recruitment: H&M must manage this carefully to make sure that they get the right staff for the job, looking at all their CV’s in detail and asking the acceptable questions in interviews is very important and, as a result, will help the organisation run efficiently, have a better performance and provide customers better service. • Staff welfare: This is also very important and H&M manages this by looking after staff and making sure they are all treated equally and that no one is discriminated for whatever reason. Having an environment where everyone is treated fairly will result in employees of H&M feel more valued, happy and more willing to give a better service.
It also shows the important bases of the customers for continuous service improvement and dedicated customer efforts. It is recognized with the sufficient in-house experts to meet the market abilities and its requirements. It helps to provide high quality integration, large size of sample group; it has the ability to integrate successfully with the customers. The company also achieves important objectives with proper integration and methods such as:- * It improves the customer satisfaction through their feedback by providing better outputs. * It helps to achieve high level of performance and better quality standards.
1.2 Analyze the impact of individual employee characteristics on organizational performance. There is a link between employee satisfaction, customer service and improved financial performance. Organizational communication is the key to employee satisfaction and employee engagement, positive interaction between managers and employees are relative to goal setting and a positive organizational culture is a significant driver to keep employees engaged and performing at optimal levels. 1.3 Determine management methods based on individual employee characteristics. Management methods based on individual employee characteristics can truly prove to be the difference between a successful
The second use of CRM is to improve the quality interaction between service providers and customers. The company would be able to do this from information provided by CRM. CRM produces this information by using three major activities: obtain data about customer profiles and behaviours from call centre, email, web, and call data records; warehouse and process the data; provide accessible information based on the data (Baran, Galka, & Strunk. 2008). Additionally, the company uses customer profiling from CRM to understand about what the customer needs and
P2 Employability Skills Employability skills are the skills and atbumbshittitudes that enable employees to get along with their colleagues, to make critical decisions, solve problems, develop respect and ultimately become strong ambassadors for the organisation. Interpersonal Skills: Interpersonal skills are skills fuckshiut with other people and customers. Good interpersonal skills allows you to participate effectively as a member of a team, satisfy customers and clients' expectations, negotiate, make decisions, manage your time efficiently, take responsibility, and work effectively with other employees. Communication Skills: Employers look for people who can communicate well, both verbally and written. The ability to communicate both verbally and in writing with a wide variety of people, maintain good eye contact, write clearly and succinctly, demonstrate a variedbullshit and tailor your language to your audience are all essential skills that employers seek out.
Unit 1. 1.1 PWSC 1.1 Explain how communication affects relationships in your work setting Within the work setting communicating effectively with colleagues and clients is vitally important to ensure that the client’s needs are met. It is also important to effectively communicate in order to establish a relationship with colleagues and clients to build rapport and trust so that a fellow colleague or client feel comfortable communicating information relating to your duties within the work setting. Whilst in the work setting you may communicate differently with various individuals however it is important to communicate with all individuals with respect and appropriately at all times. When meeting a client for the first time it is important to establish how they prefer to be communicated with such as how they wish to be addressed whilst being aware of any difficulties they may have such as issues with their hearing
Group supervison promotes peer support whereas one to one supervision allows appropriate person centred support and more confidential and personal issues to be discussed. Supervisions allow workers to reflect on their practice and receive support to improve the quality of their work. It should aim to decrease the chances of staff ‘burn-out,’ promote safe practice, increase work satisfaction and enhance work performance. Supervision should promote personal development which in turn, enhances quality of the service that they provide and outcomes for service users. It also makes staff feel supported which motivates them to improve the quality of their work.