Customer, service, improvement, policy
Anacceptable standard of customer service policy is becoming a major component in various business organizations due to the increased completion and customer awareness. The standard policy is essential to the management, employees and the potential customers. They enable the management and employees to predict what the customer would expect. They also remind the management their obligations and the challenges they are likely to encounter. The standard of customer service policy is usually defined in three terms i.e. timeliness, appropriateness and accuracy. The scope of timeliness tries to highlight the essence of timeline as far as customer service standard is concerned. Common phrases usually uttered to show timeliness are ‘Delivery in two weeks' or ‘calls returned in one minute.' In using the scope of timelines in UK context, the phrase ‘delivery in two weeks' means that the deliveries would be made fourteen working days after the receipt of the order. Accuracy is another component of customer service standard. In modern times, the bar of accuracy regarding the service of the customers has been raised a notch higher.
Customers have now accustomed to demanding accurate deliveries and information. In UK accuracy as a major component of customer service standard is always highlighted by the phrases like ‘We got all your orders correct' or ‘the information sent on the email is 100% accurate'. Appropriateness is the last major component of the customer service standard. It entails making sure that the expectations of the customers have been met. This is paramount especially in a situation where enquiry is being affected.
[...] Accuracy is another component of customer service standard. In modern times, the bar of accuracy regarding the service of the customers has been raised a notch higher. Customers have now accustomed to demanding accurate deliveries and information. In UK accuracy as a major component of customer service standard is always highlighted by the phrases like got all your orders correct' or information sent on the email is 100% accurate'. Appropriateness is the last major component of the customer service standard. [...]
[...] The last thing I noted that I needed to improve as far as customer service skills are concerned patience. I realized that some customers are hostile to the members of staff for no apparent reason. Other customers are moody for reasons best known only by them. It would require great patience on my part coupled with interpersonal skills to deal with them CONCLUSION Customer service is an ideal component of any organization. The management should strive to ensure that the needs of the customers are fulfilled. [...]
[...] This would ensure that the needs of the customers are met. The management can also employ the services of a research team to investigate various requirements of the customers. The team would table the report to the management who would then improve on their levels of customer satisfaction. I suggest that this research team is employed on competitive terms so that they can be dedicated towards their work PERSONAL REVIEW As a recommendation of my review in the video assessing my customer service skills, I feel that I need to improve several aspects of my skills. [...]
[...] The management can use the standards to identify the areas which require improvement. They can then sharpen the skills of the employees in these areas so that the goals of the organization can be realized. The management can also use the customer service policies to predict future trends in the business. They can train their staff on these areas so that the organization can take advantage when the time comes. The staff who demonstrate adequate grasp of the customer service policies can be rewarded by being put in the position of responsibility. [...]
[...] Social media is an emerging method being used by the organizations to communicate their message to potential customers. Platforms like facebook and twitter are being employed to target the population in the social media mostly the youth. The hospitality industry has employed this method of communication effectively to reach for potential customers CUSTOMER REQUIREMENTS a. Sources of Information on Requirements of Customers Various source scan provides information regarding the requirements of the customers. The most primary source is the customers themselves. [...]
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