Explain how customer service standards are planned, implemented and monitored, and the impact this has on the operation of a selected business.

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Unit 2        AO4        Paulina Wasilewska

AO4 Explain how customer service standards are planned, implemented and monitored, and the impact this has on the operation of a selected business.

In this task I will explain why customer service needs to be planned, how this is monitored and what impact it has for the whole organisation.  The present customers of the organisation are really important for the organisation and company has to do ‘a step forward’ to make them satisfy and to keep them. If a company has no customers there are no profits for the business. Keeping existing customers is important as finding new ones is time consuming and costly.  

Planning customer service standards

If companies plan their customer service they are more likely to exist in a business environment. Companies which have planned customer service for both; external and internal customers are more likely to be succeeding than others.

Setting aims, outlining measurable benchmarks

Companies must have standards which are measured and it the targets are not achieved action will be taken.

Setting aims

Aims are main announcements of what the business wants to achieve. Objectives are targets which are measured to check if they are achieved. Aims and objectives are really important for the business as without them there is no meaning to business. Aim and objectives give meaning to successive activities of planning, directing, staffing, organising and controlling. Methods of setting aims for customer service are wide. It depends on company and what good or service they provide. Some of the businesses have different aims, like providing employment for the owner; increasing sales and production or taking over businesses.

Except aims, like making profits, providing goods and services, businesses have to state objectives by which they can get their aims. In example, if a business settled an aim to make a profit, they have to think how to achieve this; they need to set targets to know how much they want to spend and how much they want to receive. These targets should be specific as to what must be achieved; measurable to measure their success and relevant to business aim.

A mission statement is a statement which determines a company or organisation. The mission statement must advise any of the organisation’s action. It influences overall success and run decision-making.

In the Barclays bank, their aim is to be no. 1 bank in the England. They want to be the best choice for the customers by what they can make more profits and eliminate other banks. The Barclays objective is to provide first class customer service and offer market landing products.  To achieve what they want, they use lots of trainings which can improve their skills in area where they need to be improved. This bank mission statement is related with their aims and objectives – ‘To be innovative, customer focused group that delivers superb products and service ensures excellent careers for all people and contributes positively to the communities in which we live and work.’

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All of these focused and linked make the bank successful by what they have more customers and more profits. However, step by step they are better.

Outlining measurable benchmarks

Benchmarks purpose is to set minimum level of service, quality and quantity customer service system must reach in order to meet their objectives. Benchmarks need to be realistic, understandable and measurable.  Benchmarking is the process of comparing one's business processes and performance metrics to industry best practices from other industries.

The Barclays can benchmark against another businesses by hiring the best qualified people on positions. They can make the ...

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Overall this essay deals with the title adequately. It has a good structure but at times the writer deviates from this structure and points are made out of context. A further point of criticism is that the writer at times confuses customer service indicators with business performance indicators. There is a link between them but they are not the same