Customer Service : A Successful Business Essay

The customer service personnel should be in a position to acknowledge their clients and pay attention well to whatever they say and put into practice active listening. They should also give a chance to the customers to respond to the services the company offers perhaps through the enterprise’s website. For any company to prosper, good customer relation is paramount in building a loyal

Customer service involves a consideration of what is needed to treat the customers in a desirable

Active listening is the main key for understanding any kind of communication. Active listening means more than just hearing words. It means understanding what someone else is saying by making eye contact, body language and verbal responses.

product/ service bundles to meet customer needs. How can they do this and how can

Customer service is the provision of service to customers before, during and after a purchase. Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. Good customer service is

Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number.

Section 1 – Understand the factors that affect an organisation and the customer service role

There are a number of ways a business can gain a competitive edge: excellent service, top of the range products, professional sales techniques and efficient and effective marketing strategies can contribute to the business and make us a market leader. Listening to our customers and acting on feedback can not only keep our loyal customers but encourage new customers. Having a recipe that incorporates all the above is a simple but effective method.

Active listening is listening with a purpose. It is more than just hearing which the act of perceiving sound is. When you hear a sound or noise, you are receiving aural stimuli. Listening goes beyond just registering that there is a sound in the environment. It involves receiving and interpreting the aural stimuli, and creating meaning from the sound.

What is active listening, it the process of information, which uses all of our senses to convey a message through perceiving of sound? Our, hearing, smell, taste and touch are part of our senses that we sometimes use without knowing we are doing it. Moreover, listening correctly, can be a crucial part of encoding and decoding the message, for clarification and understanding what the message is conveying. While deciphering messages, you get a sense of understanding what the message is trying to express. Next, is trying to remember or recall what the message is so that you can retain it. Also, evaluating what you hear and decoded or deciphered it is essential to understanding what the message is. When we actively listen, there is some paraphrasing during this process, where you have to restate the information given by the speaker into your own words. Lastly, responding to the message with an answer, it could be for learning purposes, personal, enjoyment or even employment, it is important to listen to ensure understanding actively. As we respond, there is an answer and feedback given (DeVito 2016) as a response.

Active listening includes a variety of behaviors which communicate to the other that they are heard and understood, that the feelings which underlie the words are appreciated and accepted, and that regardless of what the individual says, thinks or feels, they are accepted as a person by the listener. Active listening demands that the receiver of the message put aside the belief that listening is easy and that it happens naturally and realize that effective listening is hard work. Good listening encourages the speaker, promotes trust and respect, improves relationships, and makes resolution of problems more likely. Good listeners are prepared to listen, show interest, keep an open mind, listen critically, resist distractions,

Active listening is an attentive and interactive form of listening. One of the primary objectives of active listening is establishing and achieving empathy among all parties engaged in communication together. The words a person uses during communication are important, yet active listening includes listening to a person's words as well as interpreting and intuiting what a person feels and thinks. Active listening is a highly engaging activity. Active listening requires the person doing the listening to have a very keen awareness of all aspects of the communication. Active listening then is a sensory activity that challenges the listener to see, hear, sense, perceive, understand, feel, empathize, and reciprocate.

Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular challenges of understanding, attracting, and keeping valuable customers. “Having satisfied customers just aren’t good enough”. Kenneth Blanchard and Sheldon Bowles, co-authors of Raving Fans, believe this concept is needed to have a successful business. I agree with this concept of customers being the focal point of any business. I would want more than just a satisfied customer; I want a “Raving Fan”.

Listening is more than just hearing. The process of listening involves receiving and constructing meaning, and responding to verbal and/or nonverbal messages. In other words, listening is not always easy and being a good listener is all about developing listening skills. To receive messages appropriately we have to listen actively. Active listening can be broken down into three important skills; first of all you have to reflect the feelings that the person is communicating, secondly reflect the content that they are communicating and finally ask good, meaningful questions.

Study findings show that strong leadership systems focus on customers, motivate employees, and implement their customer service vision. They also focus great attention on gathering the information needed to track customer satisfaction, and employees overall performance. Customer service should be designed and delivered seamlessly from the customer's point of view. Customer-driven operations lead to success. Decentralized, uncoordinated customer service provision makes for a most frustrating experience for customers.