• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

consistent and reliable customer service

Extracts from this document...


Know how consistent and reliable customer service contributes to customer satisfaction. Customers want to rely on good customer service. Needing regular information all the time will lead difficulties. If you are an external customer so you won't use a supplier every time that provides you with poor goods or a careless service. Constant and Reliable Customer Service: - Always good and smart business makes sure that the same member of staff deals with an individual customer from start to finish. This might not be possible but all organisations provide special training to their staffs to ensure that each person has the same approach with external customers. Scope of job role: - All members should always know that what they can and cannot do as a part of their job and the type of issues they must refer it to supervisor if possible. Supervisors should not stop them using their proposal to resolve a straightforward problem and also the staff should not over step the limits by making arrangements or promises that are outside their authority. Knowledge of product/services: - This is not always possible to provide customers with accurate information or advice and the best option that suits their needs without through knowledge of the product or service. ...read more.


But on busy times i.e. Christmas Day, Boxing Day etc, the situation is different then. Anyone who has worked in a retail store at Christmas knows that situations. It is also more difficult if lots of things are happening at the same time and you are trying to do three things at once. The first rule is to stay calm and not to panic. The second is to realise that you can only do one thing at once. The third is to deal with the most urgent/important thing first. The fourth is to work as fast as you can but stay pleasant at the same time as well. Confirming service meets needs and expectations: - Good healthy businesses do not forget their customers once they have made purchase or used their service. Instead they check that they are satisfied. A useful way to do this is to make customer happy calls. The quick follow up phone call checks that all of the customers' needs and expectation were met and customer is happy from product and service. Some phone companies do when customers make purchase from them. Dealing with problems: - You may have to deal with many different types of problems. The important rules for dealing with customers and their problems are included: * Letting them talk with out interrupting * Cheeking that you have the facts right * Doing your best to help * Pass the problem to supervisor if it is serious. ...read more.


They usually include advice on what to do if something goes wrong and who to contact in that situation. They are helpful because they provide information and guidance for external customers and for staffs who know exactly what type of serviced they are supposed to provide. Codes of practice are drawn at different levels. * Industry codes of practice: - This relates to issues that effect many different types of organisation, such as advertising or recruitment or to the organisation that operate in a particular industry such as the water, gas, motor or mobile phone industry. * Organisational codes of practice: - These codes of practices are written by business to set out its own standards for customers. Sometimes these are known as customer charters, particularly in the public sector. * Professional codes of practise: - These are set out minimum standards for professional workers, such as solicitors, accountants, doctors and social worker. They are often drawn up by professional bodies on behalf of their members. Ethical codes of practise: - Ethical codes of practices focus on trading fairly with customers and suppliers and taking steps to ensure there are no corruption or dishonest in practices. Some businesses specify the minimum standards they expect of their suppliers and other organisation they work with. The organization of business Ethics provides guidance to organisations about planning ethical codes. ?? ?? ?? ?? P3 Jawad Ali 11NPH ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our AS and A Level People & Operations Management section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related AS and A Level People & Operations Management essays

  1. Marked by a teacher

    Roles and Responsibilities of Staff Members at McDonalds.

    5 star(s)

    In what capacity? ................................................................ 3. Are you aware of any reasons why the applicant should not be considered for the appointment? Yes No If you have answered yes please give an explanation for your choice.

  2. Marked by a teacher

    Explain how customer service standards are planned, implemented and monitored, and the impact this ...

    3 star(s)

    The Barclays can benchmark against another businesses by hiring the best qualified people on positions. They can make the best training for them to improve their skills, do meetings where they can talk about any issues and where they can resolve all of the problems.

  1. Recruitment. Identify how two organisations plan recruitment using internal and external sources.

    provide a lot of information, but they can take time and applicants are likely to show their strengths and not their weaknesses. Faxing CV's can be read by any member of staff at the organisation so it can be hard to keep the information confidential; it is also common for post to get lost.

  2. The main aim of this research is to evaluate the information on the human ...

    But used criteria may be differed based upon organization. But three example criteria are mentioned below. * Skills level: for job, required skill level must be considered. * Responsibility level: in job person responsibility how much level is included also considered such as other staff members and financial responsibilities management.

  1. Presenting Business Information

    Some people may find it very difficult to understand what the meeting is about, or they may hesitate to ask the presenter of the information to explain him, her self again and again. The reason behind the hesitation can be because of the language barrier or cultural differences.

  2. Unit 13 Applied Business

    However it is extremely important to make sure the impersonator is CRB checked in order to make sure they are safe around children. Due to the event-taking place at school, we had a teacher who was willing to help on the day.

  1. Unit 2: Recruitment in the Workplace

    The job advertisement is written by the personnel department similarly when marketing a product. The presentation of the advertisement is important as the candidates will receive their first impressions from it and will judge whether it is good or not and also whether they would like to work for the business.

  2. Business Ethics

    Tesco are saying to them, they want the same quality at lower prices, and Tesco know that because they order in such bulk they won't argue over the deal. This is the power that Tesco have over other retailers. This is defiantly beneficial to the customers but to the dairy farmers they are struggling to cope.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work