Excellence in Customer Service & Organisations Often Fail to Get Close to Their Customers and Correctly Read Their Expectations

Satisfied customers can be the best advocates, which is why customers’ needs should be satisfied every time.

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

The company knows the demands of the customers and they are well orientated in the service and the knowledge of the products and this is the element that makes them prosperous. Jean’s Rare Find Books belief in customer service and satisfaction enables a comfortable and peaceful atmosphere and in return produces a strong customer loyalty for the company. Customer satisfaction and customer retention externally and internally is measured by the perspective of the customers and thus implements the reason for the company’s prosperity. Customer perspective is a key factor on how the customer views the company.

o obtaining customer feedback, including a feedback questionnaire o updating the plan that includes: – contingency changes due to unforseen events – routine reviews with no more than annual intervals. All policies and procedures should: Be clear and unambiguous Be realistic and achievable Contain prescriptive instructions for realistic scenarios Contain decision trees and / or flow diagrams. Your assessor will be looking for a plan that: Is clearly written in plain English Is easy to navigate Has correct spelling and grammar Contains sufficient evidence to meet the outcomes listed above Shows consistency in the use of: o fonts o bullets o headings Has any charts and tables produced. HMQCS Manage Quality Customer Service Student Guide v 2.0 August 2010

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

In this assignment I am going to produce report which identifying the expectation of client for my chosen organisation which Tesco and I will link the expectation of client to the organisation and the method they use to provide the Services and meeting the needs and expectation of the customers.

Asking for feedback, good or bad and then act on that feedback to ensure things are enhanced for the customer.

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

Understanding and listening attentively to the customer is important to the success of a business.

We need to provide excellent customer satisfaction to ensure that the customer is happy and that we can get recommendations from the work we have done. We want to continue to build up our reliable customer base from which we know approximately 60% is purely from recommendations so customer satisfaction is crucial to move forward the business.

It is important that you allow customers to voice their concerns as this shows that they are interested in what

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.

Also getting consumer feedback on their wants and needs will be important. Setting department goals to achieve customer satisfaction will be a form of measurement.

According to the model, the four gaps add up to the service gap. It implies that a method to reduce the service gap could be to reduce the four gaps, called the company gap.

It’s essential that companies or businesses today listen to their customers. No company or business today can afford to disregard the importance of customer satisfaction and loyalty. Aren’t they the same thing? No, they are absolutely not and they are enormously