Management of Customer Service at Senheng Electric

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

HQCS: Manage Quality Customer Service Student Guide BSBCUS501A: Manage Quality Customer Service Elements of competence Plan to meet internal and external customer requirements Ensure delivery of quality products and/or services Monitor, adjust and review customer service 1 BSB51107 Diploma of Management _____________________________________________________________________________________________ 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.

As stated in this case, the customer services business has grown doubled in the past five years as the advancement of technology allowed employees to investigate most software and hardware system faults from the center through remote monitoring. However, as the business grows, there are possibility of increasing work load and pressure that causes the rise of those negative feedbacks from both customers

Much of the information received by these call centers needs to make its way back to the parent company. This could be information needed to improve a flaw in a product, or a task that should be continued. The organization should be sure that all information is being properly relayed back and put into effect as needed.

Thus, in my workplace our shifts tend to focus more on intangible factors, such as employee productivity, customer satisfaction and repeat business. In the business of telephone customer service, we view our supply and demand in terms of how well we are meeting the demand of calls coming in and how well we supply the desire of our customers to have their issues resolved in a timely manner. During periods of high demand, such as the holiday season, we staff more employees to work the phones. Similar to the situation in scenario 2, we have to be certain that the number of representatives on the phone is still profitable by the business, so while there may be a small wait time for a customer to speak with an agent, it is more profitable for the customer to have a five minute wait than to put twenty more people on the phone to meet that increased business need.

In customer service, the telephone is the second most important link (Lucus, 2015). Modern business use telephones in their day-to-day operations and to communicate with both internal and external customers (Lucus, 2015). Traveling to meet with customers and vendors face to face can be expensive and time-consuming (Lucus, 2015). With the technology of today, you can dial a telephone number or type a text into a cell phone and connect to a customer or vendor half-way around the world almost instantaneously (Lucus, 2015). With fax machines and computer modems, documents and information can be sent in a matter of minutes to customers and vendors miles away (Lucus, 2015). With all those tools, readily available more companies have set up both inbound and outbound telephone staffs (Lucus, 2015). Companies are expanding their customer contacts and are more likely to reach total customers satisfaction through those types of trained specialist (Lucus, 2015).

|Commercial |Providing good quality customer service will make the organisation successful and able to keep their |

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.

Call centre workers must be able to listen well and communicate verbally. Speaking to customers on a daily basis we must make sure that we are able to problem solve and resolve and give any solutions to customers. On a daily basis we have to read scripts and make sure that we are offering a service that is compliant. We deal with so many different people from so many different backgrounds and we must be aware of this when speaking to them. It is important to actively listen to the customer, not speak over them and answer the questions using the right tone of voice. If a customer is angry then I will try to calm them down and try to resolve any issues within my remit.

keep an existing customer than finding new ones. A major part of the customer service, especially in a retailing

Let’s start with the importance of personalized customer service. The goal is to create a personal touch with the customers. Starting with the simplest way of giving the customer a personal touch may be to greet the customer by his name. Furthermore, a more complex method would be for our staff to call the customer in the morning and encourage them to get to

Customer service often require speedy response. If a problem needs a superior’s approval or being reported to someone soon, a worker can contact the person and get a response quickly without leaving his or her desk. It helps customers avoiding waiting for a long time and it lead up to even their satisfaction.

4. 10:50am – 11:10am: Ideas for customer service improvement: Customer service is allowance companies or organizations to stem these arguments in shops through a cell phone,

If the customer senses that they are communicating with someone who is incapable, it will create another reason to be frustrated or angry. If you don’t have the power to solve the issue or answer the question, tell the customer that you own the problem. Let them know that you will apply your personal effort to find a solution, even if you need to ask someone else.

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