imely- All customer services provide their services accurately and
efficiently to new and existing customers, at all times.
The following are the main activities of customer service:
- Providing information
- Giving advice
- Providing assistance
- Providing credit facilities
- After-sales service
Providing Information
The type of information will depend on the product or service. Here are some examples, is the wool jumper flammable; how much is that laptop; when can you deliver the double-sized bed, what after-sales facilities do you provide? Getting the correct answers to these questions depends on the product and service knowledge of the sales staff, i.e. how well they have been trained.
Giving Advice
Advice is more accurate than information because, it involves more detail, greater
specialist knowledge and modified to the needs of the person making the request. Some types of advice are more important than the others. For example, advice on legal, safety, financial or medical issues must be precise.
Customers ask staff for advice, to ensure they enjoy activities in safety and to the top. For example, a customer may ask:
- the bank manager advice on loans
- the waiter what’s good on a menu
- the customer service advice on consumer protection
All business organisations need to make certain their staff:
- know enough about the area they work in to give good advice
- are trained how to give it clearly and politely
- know that if they can’t offer any advice, they should ask someone with more experience
Providing Assistance
Most customers often rely on an organisation’s staff for practical help. For example:
- a staff member carries shopping bags for a elderly woman to her car
- giving directions to a boy to the nearest toilet
- explaining to someone how to use the first aid kit
- a staff member helps a wheelchair person to get a loaves of bread from a top shelve
- a staff member helps a partially blind man to the nearest checkout
All business organisations need to:
- identify the different types of help their customers might need
- make sure staff are trained, equipped and available to provide it
Providing credit facilities
Individuals often require credit to purchase expensive items, such as a car. Without this facility, customers may not able to buy the item and the organisation will not make a sale.
Credit and private individuals
Private individuals can pay items they purchase in cash, by cheque, or on accredit. There are three methods to obtain a credit:
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Paying by credit card- The holder of the card can use it to pay off the debt altogether the following month, or spread the payment over the new few months. This method is not appropriate for very expensive items, which go beyond the buyer’s credit limit.
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Paying in instalments on direct debit- The creditor could plan to pay over insurance during the year instead of paying 12 months’ insurance, at once. The insurance company will add an interest charge to the creditor’s bill so that, the creditor will pay more using this method.
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Borrowing money by taking out a loan- The creditor can borrow money by taking out a loan from a bank, such as Barclays or from a finance company. They will add an interest charge for each year of the loan.
Many businesses offers more payment options and this will help the businesses to meet the needs of customers. Customer service staff needs to understand all the payment options available, and provide customers assistance, and advice to meet their particular needs. Staff also need to be aware that some customers may be turned down for loans because, they have a poor credit record and be able to explain this tactfully to the customer, in private.
After-sales services
After-sales services include different types of activities:
- Giving refunds on returned goods
- Offering a maintenance service
- Handling and dealing with complaints
Giving refunds on returned goods
All business organisations should have a clear and understandable policy on returned items, so that customer service staff does not have to ask their managers for assistance or explanation. There are some businesses that will accept any goods back within limited period (e.g. within fourteen days) if, the customer kept the receipt so that, they can refund the money. Other organisations will only exchange goods which are faulty. They will not exchange the goods if, purchasers have changed their minds. There are some business organisations that will only allow goods which are not faulty to be exchanged for other goods or for a credit note so that, the purchaser can choose another good at a later date.
When customers return their goods, they should always keep the receipt as a proof of purchase. If customers have not kept the receipt but still want to return the goods, they must have some other proof of purchase, such as a bank statement showing a payment was made, or a credit voucher which shows details of the transaction.
Offering a maintenance service
Many business organisations continually check the equipment that they have installed to provide a safe and secure environment for theirs customers. Businesses, such as Barclays will expect the engineers to visit frequently to check the burglar alarm system. It is also important for business organisations to check fire extinguishers and test security equipments, such as CCTV cameras, at all times.
Handling and dealing with Complaints
Many businesses listen to customer complaints for the following four reasons:
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Development- For example, if there is a problem with their product or service they can improve it
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Loyalty- For example, to be faithful to the customers
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Lost customers-For example, to encourage dissatisfied customers to complain
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Employees- For example, to give staff training, to deal with complaints and problems quickly
When receiving a complaint from an unhappy customer, the business must carry out the following:
- Listen to the customer’s story
- Ask for invoice/receipt to show date of purchase
- If customers is angry, report to a manager
- Examine the product
When dealing a complaint from an unhappy customer, the business must carry out the following:
- Advise customers of their views such as, legal requirements
- Make an offers to customer such as, refunds or replacements
- Give a receipt for products
- Write on credit note any expiry date
Many businesses record customer complaints so that, they can review the matter, and to improve its customer service. Details of each complaint can be recorded in several ways. For example, IKEA records all telephone complaints and directs them to the call centre at Stockport. Details of each complaint can be recorded onto the computer. Also, details of each complaint can also be recorded onto the ‘Customer Complaint Form’.
Created by Baljinder Duhra -
