The Etiquette Of Customer Service

3. For your current organisation (or one that you are familiar with), describe the policies and procedures that relate to customer service. Why is it important to follow these policies and procedures?

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.

You can de-escalate a tense situation with ease and grace—working through a tough issue or bug with an upset customer not only doesn’t scare you, it’s a challenge you’re eager to take

Customer Service takes an important stand in any business and it is essentially what my role revolves around. The first thing I do every morning is to turn on my computer and log into ‘Agent’ (the software we use to keep track of the time me and my colleagues spend on call and the type of enquiry it is), this way I can ensure that no Customer Advice calls will be lost as I will be readily available to answer any calls that come through.

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.

Question 6 (KSAO 8)You are asked to send a memo to corporate in response to customer service complaints to your particular store? You

Apologise for any product fault or poor service. Be sympathetic. Ask if the customer will allow us to send the faulty item to our quality department for testing.

feel at ease when talking to a Customer Service Representative who is knowledgeable about their

3. Apologize for not being able to assist in resolving the issue and for the customer to have better help experience face to face

Empathy: The business did well in providing individualized attention when needed. Though it may seem that service request technicians may appear to be truly not apologetic even though they may mentioned they

I am writing to inform you that your service tech was unprofessional while conducting business with me.

It is safe to say that everyone has or will encounter an occasion where they will experience a challenging communication interaction. Unfortunately, I had the opportunity to experience a few, with my most recent altercation involving an administrative assistant at an eye care center in Charlotte, NC. A week prior to experiencing my conflict, I called the eye care center to place an order for new contact lens. The customer service, via phone, was professional and polite. Purposely, I asked the administrative assistant would my contacts be ready for pick up for the following Thursday. I asked this question simply because I do not live in the area and I would only be able to pick up my order on that particular day. Politely and with much confidence,

- Proper grammar/language/word choice. Alaina says "no worries," which is negative connotation. We want to avoid this, in order to create a more positive client experience. Try: "of course!" "my pleasure" "anytime" "you got it!

Finally, the clock says 8:55. Only five more minutes until your eight hour shift, which honestly felt more like twelve, is over. The store looks perfect and all of the housekeeping chores are taken care of. As you are walking to lock the front door, a large family comes rushing in asking if the store is closed. With a fake smile plastered on your face, you tell them the store closes in less than five minutes, so they promise to be quick. Now their kids are running around and the parents are ripping apart the T-shirts you just folded. Being polite and helpful in these situations is hard, and all you want to do is tell them to get out. Customer service is important, but it can sometimes be a challenge. Still, there are a few key steps to giving good customer service that can ensure that the customers will have a positive experience while shopping with the company.

Title: Discuss the four dimensions of customer service in a company. Give examples to illustrate your points.