Progress Report on My Execution of Duties in the Customer Service Department from 1 June -31 August, 2011

Training is essential for both employees and employer if they want to be effective within the organisation and also for a company like William Hill to stay competitive within their market. The reason why training is important to employees is to enable them to achieve their maximum potential in their current position, it is needed also to develop them to create further opportunities within the organisation because employees are likely to be better educated

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

In addition, training should also be tailored to specific positions in the company and employees roles. Management may need additional training to help deal with employee issues, while someone in purchasing may need more training on gifting policies and someone in finance needs to understand the company’s position on fraud.

Training and Development is imperative to the organization’s progress. Training helps addressing employee weaknesses and builds a reliable and skilled workforce. This will improve the employees’ performance and boost their self confidence, and innovation. By acquiring the needed knowledge and skills, employees can perform more efficiently and increase the overall productivity of the organization.

The first three days a company begins their operation the bank will be contacting then so they can open an account. The bank also uses this policy and practice when it comes to managing and developing their employees. The Bank feels that training is extremely important. The bank feels that the training and developing will build up their employees so they are able to perform to their best ability. The bank feels that learning is a win-win situation. The employees succeed in life and also on the job (Shukla-Pandey, 2012).

This position provides me an opportunity to connect with my employees and customers. I would make it my duty to ensure that all the customers are satisfied by adhering to the alluring mission statement of ‘five star service for everyone at all times’. I would also make certain that all the daily goals I set for myself and my employees are met and exceeded. I will come every day with a sense

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.

Surveys, feedback forms and other data collection techniques are all ways in which a company is able to determine the customer experience and analyse any customer service performance dat. Once any data has been collected it must be analysed in a way that can provide feedback to the company in such a way that action can be taken as a result. For many companies this will be a continuous cycle of improvement

We will always deal with a variety of different personalities and behaviours here. I speak to most customers on the phone and they could be calling for any number of reasons for example, an issue has risen with one of the windows we installed, or perhaps they are looking for a quotation. I have to be able to deal with a variety of

1.3: Challenging customers can range from being short tempered individuals to people who come across a language barrier, it is important

After investigating all available data it became apparent that although the organisation has a customer service system, it seems to get ignored. Staff is unaware of it and senior management don’t seem to be monitoring it closely. No performance management has been completed this quarter nor does it appear that it has ever been completed which clearly shows that sales and customer service team leaders are not conducting required performance management. Performance data is being collected but no action is being taken to address

Whether you are communicating with a customer service representative in person or over the phone, the term “the customer is always right,” has lost its meaning. It once served as the guiding principle for dealing with customer inquiries and complaints. Though it did not literally mean the customer was right and the company was wrong, it kept civil the interaction between company representatives and consumers of goods and services by compelling the representatives to see the issue from the customer’s perspective.

This research focuses on the impact of training and development on employees’ performance in the banking industry using Zenith bank plc as a case study.

After joining the bank for internship it was an easy way for me to take the attention of the employees because whole staff of the bank is so cooperative that I did not face any problem regarding to my attention to employees. I succeeded in making relationship with the top influence people and with the help of these people I started permeated in the system. This was my first step towards the completion of my task and with the passage of time they realized that they could also utilize my efforts in a productive way to minimize either burden.