Deliver and Monitor a Service to Customers

3. For your current organisation (or one that you are familiar with), describe the policies and procedures that relate to customer service. Why is it important to follow these policies and procedures?

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 is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage.

However it is not just external customers you should give a positive impression to; all people will respond better to positivity and so it is also important to give a positive impression to internal customers who will usually be colleges from outside your work team but within the same business. Giving a positive impression to them will in turn make themselves want to give a positive impression internal and external customers, it will also help to build better internal relations which will benefit the business by allowing better communication which will then allow the business to operative smoothly and effectively.

External customers are individuals or businesses who do not work for you but buy goods or services from you. As a manufacturer you may purchase your components parts from other companies and become their external customer. You then produce your product which you sell on to your own external customers. This can also apply to services, like hiring booking services as opposed to employing someone, you then become the bookkeepers external customer.

Internal customers are staff members of NBC. This can range from the Chief Exec, Leader of the Council and Councillors, to neighbourhood wardens, customer facing staff and admin assistants.

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

Customer service must satisfy the needs of the customers to ensure a service companies’ quality is maintained.

3. For your current organisation (or one that you are familiar with), describe the policies and procedures that relate to customer service. Why is it important to follow these policies and procedures?

Since we’re living in a technological time of high expectation, the same applies to customer service. People want to see how their needs are being taken care right away. I know this isn’t always possible, but at least we should try to find a balance between the client’s hurriedness and the office responsibilities. Therefore, as one of my goals is the patrons to feel their questions are taking care as soon as they mailed to us. I quick message lets them know that we receive their request, and to wait for

We will always deal with a variety of different personalities and behaviours here. I speak to most customers on the phone and they could be calling for any number of reasons for example, an issue has risen with one of the windows we installed, or perhaps they are looking for a quotation. I have to be able to deal with a variety of

Customers want to be treated in a friendly manner with honest, straightforward information and responses. They appreciate a customer service representative who is willing to admit mistakes and work to correct them. Customers who believe they have been misled stop doing business with the company. These ‘critical incidents’ are experiences that make the customer walk away and never return. They don’t complain, they just leave and share the negative service experience with others. The bad news spreads, leading the organisation to lose more customers and deterring prospective customers. Critical incidents can include broken promises that annoy and anger customers. Customers expect to be informed if a promise cannot be fulfilled. Finally, customers expect understanding and empathy from a customer service representative who is willing to see things from their point of view, especially when there is a problem.

3. 10:30am – 10:50am: Research on features of excellent customer service:Effective announcing in consumer service depends upon a thorough tolerant of the wants and attitudes of consumers, thus, what is significant figure to them and their apprehensions in terms of assistances, manufacture quality or announcing and take the way of through. Many organizations carrying on surveys to conclude what users believe strongly and how well they are achievement at meeting those presumption.

The customers verify in two types, internal and external. Here we will consider the internal customers for its direct effects on the company and its ongoing processes as employees, managers and technicians.

1.Identify the sources of internal and external data for all three (3) types of customers.