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Devoloping customer Relations Assignment 3

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Customer Relations Assignment 3 Introduction In this assignment I will be describing how consistent and reliable customer service contributes to customer satisfaction, explain why presentation, interpersonal and communication skills are important to customer service. Task 1 Consistent means keeping up the pace as in nonstop and reliable means someone you can trust and rely on. Consistent and reliable customer service will lead on to customer satisfaction because the customer will be satisfied with the service they got for example if a customer goes to buy shoes in Clarks and receives a very good service as in being greeted and receiving a fast service the customer will be satisfied, the customer will then refer Clarks to friends and family which will then lead on to more profit and reputation. Clarks provide a range of training sessions to the staff for customer satisfaction for example they provide a training session that involves some of the staff acting as customers and staff, they act out different situations that might occur in Clarks and find a way to always keep the customer happy with the service provided. ...read more.


a problem occurs in Clarks the employee will let the customer talk without interrupting, checking that the staffs have the facts right, doing everything that we can do in order to help and referring the problem if it is serious to the store supervisor. Task 2 Presentation skills relate us to a person, for example staff at Clarks welcome customers with a smile and wear the Clarks uniform this is good presentation skills. Interpersonal skills are the way a person behaves when they are dealing with another person for example their attitude. Waiting appropriately Communication skills are the way a person communicates with another person for example their body language, tone of voice and their listening skills. Presentation skills are important to customer service because it is the first step for customers, for example if a customer walked into Clarks and saw all the staff with their shoulders down sitting in the corner of the room they will think that the staff don't care about anything and will ...read more.


language used these have to be done in order to provide a good service and get customer satisfaction Tone of voice is the way you speak it reflects your mood for example if you were in a grumpy mood you tone of voice would be slurred, pitch of voice is how loud you speak. Communication Skills are very important, because you want the customer to feel comfortable. If you are stuttering and not looking at them they won't feel comfortable. And you always want your customers to feel comfortable. Task 3 Disabled customer who has vocal problems comes into boots asking for assistance: Customer: Hi there can you please help me find the Olay aging facial cream. Staff: Say it again Customer: Hi there can you please help me find the Olay aging facial cream. Staff: Say it again Customer: can you please help me find the Olay aging facial cream Staff: Say it again Customer: Forget it ill take my business elsewhere ?? ?? ?? ?? Abdul ...read more.

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