Manage Quality Customer Service

Personal and dedicated customer care- treating every customer equal and to give him best in the world experience.

Service quality is defined as a comparison of customer expectations with service performance. The organizations with high service quality meet the customer needs and also remain most economical in terms of competition as improved service quality also makes the firm more competitive. High service quality is achieved by knowing operational process through identifying problems in service and defining measures for service performances and outcomes as well as level of customer satisfaction (Suneeta & Koranne, 2014).

Outcome 4: Understand the purpose of quality standards and timescales for customer service to external customers

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

9) Explain how to deal with different customer behaviours and personalities to achieve customer satisfaction.

Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations.

The goal is to achieve higher levels of customer satisfaction and create a uniform policy for all employees to follow when dealing with customers. This training will give the employees a deeper understanding of what

Customer service models and customer service standards both have different features. The customer service models can either increase customer satisfaction or decrease customer complaints. The customer satisfaction is increased by being responsive and helpful to your customers and brining out a bigger range of products that are value for money. The customer complaints are decreased by making sure that you are giving out the correct information and resolving any queries or problems that customers may have. An atmosphere of service may also be created by both internal and external customers. Services can include training for staff members and ensuring that the policies and procedures are being followed. Another feature of customer service models is ensuring that you provide excellent service to your customers. To do this, you need to meet your customer’s needs and expectations. You will also need to ensure that you have knowledge on the assistance and advice that you are able to provide for you customers. One feature of customer service standards is ensuring that you are continuously updating the policies and procedures to ensure that you meet the customer’s needs. This means that you will need to ensure that you conform to equality and diversity when dealing with customers. Also, you will need to ensure that you are dealing

Module description This module covers the skills and knowledge required to advise on and carry out customer service strategies and to evaluate those strategies on the basis of feedback and design for service improvement. Learning outcomes Students will, upon successful completion of this unit understand the needs of both internal and

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.

By applying balanced scorecards, KPIS, performance reviews and service level agreement, AC Gilbert Company should be able to achieve the expectation that they wants to be. And also, they should measure customers’ complaints in order to improve the current issue.

In consultation with the assessor/ your manager, develop a plan to enhance customer service strategy and suggest the monitoring actions requires for successful implementation within allocated timeframe

3. Develop a questionnaire to collect customer feedback related to KPIs and/or designed to uncover

To identify the reasons for the customer service complaints and find out the ways to improve its customer service standard and levels.

good income level. Apart from achieving customer service, a business might put in place a customer service policy to monitor staff performance within the business as well to identify training for members of staff. In order to achieve this, the business design policies and procedures that will help generate direction to best serve its customers. These policies would normally be a code of conduct that staff must follow when serving customers. The customer service policy may include how to deal with an irate customer who for some reasons want a refund for goods or services purchased or who want some questions answered.