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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

Your Customer Service Plan should include: A vision and mission that refers to internal and external customers Product standards that include: o dimensions o tolerances o pricing o material o delivery Policies and procedures for: o identifying customer needs that conform to the RATER model o responding to customer complaints

For many companies, customer service is summarised in the following activities: responding to customer questions, receives commands, resolve disagreements about billing and handle claims. The service can be made directly at the customer’s house, at the supplier or through the media (telephone, fax, email, Internet, etc.) The increasing number of call centres demonstrates the importance that companies attach to customer service.

1.1 Communicate to customers their organisation’s service offer, how it balances organisational and customer needs and how it meets customer expectations

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.

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

Customer complaints have over doubled in the last few years. This shows some big issues in the customer service management. Research which areas customers are most dissatisfied with and support the staff in gaining new skills to meet the customers ever changing needs.

0 1.3. Explain the factors to be taken into account in setting customer service performance targets and objectives

Develop a customer service training implementation plan and determine how the method of training (i.e., presentation, discussion, case study, discovery, role play, simulation, modeling, or on the job training).

As with all policies and procedures, a proper assessment of the organization and its protocols needs to be completed. This should be done by a reputable third party who is certified and/or licensed to do so. This assessment helps to bring in a new set of ‘eyes’ to see any flaws in a current plan or to make suggestions to established policy.

The following project aims to develop a Customer Service Plan that demonstrates a thorough understanding of the policies and procedures that need to be established in order to provide quality customer service.

Followings are the points that need to be considered in order to provide quality customer service with regards to the company’s mission.

Provide a means for customers to provide feedback after calls to acquire their satisfaction score on the overall service experience and allow them to point to areas that need improvement

Service is defined in many different ways, all of which can be seen as accurate. An example of one of them pointed out by Cook (2008 p.185) “Customer service is what the customer says it is”. This assignment will be examining the importance of customer service, delivered by business and its employees and why customer satisfaction is important especially within the service sector. To illustrate this, an example of a bad customer service that was condoned by myself will be provided.

Client focus is almost like a buzz phrase these days. How often do we leave a business establishment and think, "Wow, that was just incredible customer service!"? Or, how often do we make a call to the customer service hotline and get off the phone thinking, "I feel I've been treated like a king!"? Chances are, not very often. If the companies not providing "WOW" customer service, then they are just providing service and that doesn't set them apart from the competition.