Understanding Good Customer Service
This is when they ask for something and they expect a certain level of service Customer satisfaction- This is when customers feel like you’ve given them a good service Main characteristics of typical customers- Typical customers purchase goods/services, make queries and ask for advice. Exceeding customer expectation- Providing good value for money, giving advice and information quickly, providing additional help and support and good discounts.
Falling short of customer service- Being unable to meet customers’ expectations, unable to deliver services/goods and being rude. Different responsibilities in customer service Supervisor- training, day to day responsibilities, supervision and a source of advice Line manager- more supervision, more responsibility, and auditing. Customer service roles- Receptionist, shop assistant, delivery driver and accounts manager. Different kinds of information- Informative, instructive, directive, warning and safety. Common sources of information- Brochures, leaflets, internet, press reports and from your customers.
Customer’s service experience is affected by the behaviour they receive from customer service practitioners Showing concern- Sympathy Listening- Nodding, saying yes Positive body language- Keeping eye contact Indentifying the reason for dissatisfaction- Faulty goods, no delivery. Apologising- Saying sorry, explain the reasons Remaining calm and in control- Not losing temper Typical customer service problems- Complaints, faults, deliveries and not fit for purpose Reporting customer service problems- To your supervisor, to your manager and to the supplier. Teamwork:
To customer- Consistent service and effective cover for absences To organisation- Consistency and effective cover for absences To self- Help, support and an impact on motivation Organisational practices and procedures- Keeping accurate records, answering phones, staff appearance and dress, refunds policy and complaint handling. Importance- Ensuring consistent and reliable service, customer satisfaction, efficient operation and corporate identity. Reffering to someone in authority when? – Outside own expertise, outside own authority, seeking advice and unable to deal with customer.
Reffering to someone in authority how? – Face to face, in writing, over the telephone and via text or email. Security of customer and their property- Compliance with health and safety laws, ensuring hygienic work practice and having a security alert. Security of customer information- Data protection laws and credit and debit details. Health and safety- Compliance with health and safety regulations, control of substances hazardous to health regulations 1994 and fire safety regulations. Treating customers equally- equal opportunities, racial and gender discrimination and compliance with regulations act.
Importance of confidentiality to customer- making sure name, address, debit and credit card and details of purposes are secure. Importance and confidentiality to staff- making sure names, address’s are secure. Also making sure it is compliant with the data protection act- access limited to authorised personnel and computers need a password to be accessed. Legislation- Working time directive 1999, working with computers, equality act 2010 and the disability discrimination act. Effect of external regulations- organisational procedures and the trade body codes of conduct.