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consistent and reliable customer service contributes to customer satisfaction

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BTEC First Diploma in Business Unit 2 Developing Customer Relations Introduction: In this Assignment I want to describe how consistent and reliable customer service contributes to customer satisfaction, explain why presentation, interpersonal and communication skills are important to customer service. And I will also anticipate and meet the needs of at least three different customers in a range of situations. Task 1 In this task I should describe how consistent and reliable customer service contributes to customer satisfaction. The national consumer council believes that smart businesses should ensure that the same member of staff deals with an individual customer from the beginning to the end what means if you welcome a customer you should try to deal with the customer and help the customer till the customer wants to go or dos not need your help anymore or till he buy something. Whilst this is the ideal, it isn't always possible. Therefore, most organisations provide special training to staff to ensure that each person has the same approach with external customer. This is likely to focus on the following aspects of the job. * Scope of job role - You should know what you can do and what you can not do as part of your job and the type of issues you must refer to a supervisor. This should not stop you using your initiative to resolve a straightforward problem quickly, for example if you have nothing to do you should use your own initiative to look for something to do till a customer comes ...read more.


But crossing his arms across the chest can also mean that the person is deeply thinking about something. You can show someone that you are interested in what he is telling you if you keep eye contact. * Another presentations skill is also the dress code which means if you work in an office you have to wear a dress or if you are working somewhere else where they have their own uniform you must wear their uniform and it has to be clean. Many people will consider it impolite if your dress is too far above the dress code. Too far means if you are working for example in ASDA and you are wearing a coat to work, many customers will not know that you are one of the staffs. But if you are working in an environment where they don't have to wear any uniform, then you must have a good sense to dress properly. * Facial expression is also a presentation skill; facial expression is a result from one or more motions of the muscles of the face. This movement convey the emotional state of the individual to observers. Facial expressions are a form of nonverbal communication. Expressions are closely tied to emotion. It can be nearly impossible to avoid expressions for certain emotions because if you see someone that you think he or she is highly unattractive you might show a brief expression of disgust before you will be able to reassume a neutral expression and if you don't have this skill it may be hard for you to work in an environment with different customers or other staff members. ...read more.


If you, as a staff member, see something that can affect the health and safety in the business then you should do something about it before something happened, for example if you see something on the floor that can make someone fall then you should take the thing away from the floor or if the floor is wet you should put a sign there that the floor is wet so that no one can fall. * Email - The business makes sure that they have a email account so that they can send emails to customers and others. If you send a email you should make sure that you chose the right message style and layout and that you follow the recommended business format. And the email should also be written in a courteous and tactful way and also the wording should be appropriate for the situation. But it will be useful if for example you want to send an email to a customer you should mark the email as high priority if it will be important for the customer. And for you as a staff member you should have the skills to send an email which means that you should be a able to apply the appropriate customer service an to make sure that you chose a good tone and degree of formality depending upon the person and your reason for writing and it is important that the business mails should comply with organisational rules and recognised standards. ?? ?? ?? ?? Omobolanle Salami 23/04/2009 Assignment No. 03 1 ...read more.

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