• 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...

Introduction

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.

Middle

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.

Conclusion

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)

    used so that the interviewee can see clearly what qualifications they have achieved and a rough idea of what kind of person the candidate is. The CV would be used by McDonalds in the interviewing process; it would be looked at by both the manager and the assistant manager in the separate interviews.

  2. Marked by a teacher

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

    3 star(s)

    Is timing on serving product appropriate, etc. The Barclays bank targets are settled daily for cashiers and monthly for private bankers, also it depends on position what targets do a person has. For example, cashiers daily target is to make three lending appointments, five lending cards, three basic appointments, three walk overs, approach all ABC, credit's and mark accordingly.

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

    vacancy for an office junior I saw advertised in the local newspaper. I left school a few months ago and have been working in a diner preparing food and serving customers. I enjoy working with customers and have gained experience dealing with problems and helping to assist them.

  2. Principles of customer service and methods used to monitor them in two organisations. ...

    My first immediate reaction on our entrance to the hotel where we sat in the foyer, was of a grand decor with leather sofas and chandeliers, however the receptionist ignored us and looked very bored. Company Image The company image was highly respectable through the design and layout of the Hotel and the uniforms and presentation of the staff.

  1. Presenting Business Information

    for example contacting suppliers and customer with the business new products or services. Confidential information like the data of the staff cannot be discussed on the Telephone. Interviews: In Tesco managers do interview to recruit new employees however mangers do interview with disciplinary or grievance issues.

  2. Recruitment. I am writing this report to describe how each organisation plans and conducts ...

    sure everyone is prepared and dressed properly, the chairperson will have devised a timetable and every one will have the same amount of time in the interview. The chairperson also makes sure that everyone on the panel has a copy of the job description, the person specification and each applicant's application form.

  1. Teamwork. There are several reasons why a business may organise their staff into teams. ...

    gathering and distributing information about specific tasks and the general work of the managers' department or organisation. The tasks may be routine, and part of the day-to-day running of the department, or one off events such as the manufacture and delivery of a special consignment.

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

    Career planning is regarded as the developmental questions of the organization. It is also concerned with the employment of the graduates, engineers, scientists etc. Career planning gives the succession plans to the employees as per the organizational needs. Career planning is based on the performance, and experience.

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