NVQ Bus Admin unit 4

1. In relation to your current business environment (or one that you are familiar with), identify at least two different types of information technology that may be used when completing work tasks.

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

You need to be knowledgeable and efficient and show the company in a good light. A good call could be the difference between keeping that customers business or losing it. You should use each call, whether making or receiving as an opportunity to offer great customer service.

3. In relation to your current organisation (or one that you are familiar with), outline the role that customer service plays in this organisation and its industry as a whole.

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

Customer service roles suit me as I thrive on the opportunity to work with people and represent my organisation to the public and its stakeholders. I am avid customer service professional that can communicate well with consumers in accordance with a company’s policies and procedures. In addition to providing

Occasionally, I receive voicemails from outside consumers that require a return telephone call. I also handle call center telephone duties on the CISCO agent line.

2. Empathy – You want them to put themselves in your situation so they can understand my situation – walk in my shoes. When I call with a complaint, treat me as a customer with a difficulty, not as a difficult customer.

Every call is just as important as the next, but my favorite calls are usually those from individuals who want to become new clients. I usually scan a few files into our digital program, which has been my biggest project while at Battlefield Ministries. Every physical file has had to be scanned into the new digital program. Battlefield opened its doors in 1995, so this has been no small job. These are only some of the many tasks I may perform while at the office. Some may seem menial and unimportant to some people, but my experience at Battlefield Ministries is priceless. I may have just been the woman behind the desk, but I still experienced the approaches that are most commonly used in the office, whether in session or out of session.

As a team we have developed a reputation for innovation and displayed a passion for marketing customer service qualifications hence supporting the vision of the Local Authority and the mission of the organisation. Year on year improvements in learner achievements have raised learner employability levels and earning power, improved self confidence and has provided a pathway to employment for disadvantaged and disaffected groups. Employment Trainings purchasing policy ensures that wherever possible goods made from sustainable and /or recycled materials are used. We have introduced the customer service NVQ into paperless environment by recording professional discussions onto tape and carrying out online examinations. We have also maximized the use of electronic mail and recording systems which has had a marked effect on the reduction of paper. The centre is approved to deliver NVQ’s in welsh, however current figures indicate that learning through the medium of welsh is not required by our learners at present. Nevertheless, we have a number of welsh speaking staff in order to be able to accommodate learner needs in the Carmarthenshire area.

Feedback by customer- I think it’s essential to have a record of all the customers with their feedbacks and at the same time a log of happy and complaining customers depending upon it. A feedback message or a call should be included after the attending to their question is completed. This way we can increase our productivity.

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

Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular challenges of understanding, attracting, and keeping valuable customers. “Having satisfied customers just aren’t good enough”. Kenneth Blanchard and Sheldon Bowles, co-authors of Raving Fans, believe this concept is needed to have a successful business. I agree with this concept of customers being the focal point of any business. I would want more than just a satisfied customer; I want a “Raving Fan”.

At vivid Optical, all employees are expected to treat candidates and clients in the exact same way when talking to them over the phone. When speaking on the phone to those outside of the business, I always make sure to maintain a professional and well mannered personality, even when dealing with difficult callers. Again, this should leave the caller with a positive view on the company.

"At the core of any account relationship is client service and a human connection to a service industry. That's why employees' behaviors significantly influence client retention and loyalty" (Chandler 2009). Virtually everyone who has ever called into a 'call center' has received the warning 'this call may be recorded for quality control purposes." Recording calls with customers is an excellent way to monitor the 'real life' interactions of employees with members of the public. Unlike a staged scenario, employees must spontaneously react to customers with unusual or unreasonable demands and manage them in a manner that is emotionally sensitive yet still protects the brand image. And, of course, the knowledge that they are being recorded can make employees more mindful about being on their 'best behavior' when speaking to a caller.