Customer Service

CUSTOMER EXPECTATION

Customer expectations are what a customer expects to happen usually base on previous visit.

To meet customer expectation; do the following

1. A customer will trust on our company when his/her needs are same as they think about it. Try to be honest and well behaved with customers. So our business will be reputed.
2. Every customer need good product and doesn’t want to have any faults. Customer can make a call for any reason such as he/she is not being well-treated, not good service, no honestly or wrong advice about the product. It is not only about the product or service, that customer purchased but it’s all about you that how you treat him.
3. A customer is happiest when he finds the product he wants and respect from company staff. I m sure that every customer who buy any thing from our company is happy and find good and responsive service. If you give more help and respect to our customer, they will trust our company again. Then we can increase our sales and profit.
4. Every business run through good customer service, so if we do well in our business people will know by reading papers, watch advertisement or listening to radio. That’s how media helps in our business.
5. Any customer expects to buy product that are cost friendly. If he likes the price, the price should be reliable, so that the customer is satisfied with the product he has. Make sure that our product prices are reliable.
6. If your friend has recommended a store for you and go to visit, you will expect the store to provide you with goods at low price.  

Types of customers

Internal customers: -Internal customers are colleagues who work with you and need to do something.

In our organisation we have some internal customers i.e. colleagues, supervisors, staff, staff teams and managers. Your internal customers are all the colleagues who need tour assistance to fulfil their responsibility to their own customers. If for any reasons you can’t respond positively to a request from internal customers then you should refer it someone else. Some reasons that you can refuse a request are only when you are at meeting or are outside your job role.

Mostly every organisation team who helps to deliver customer service are unseen and often forgotten by customers. E.g. if a suit case is damaged, food is cold or room has no towels then customer will complain to some one on reception desk who is then in charge and relies upon the co-orporation of one of the service team to put matters right.

Internal customer’s always look for good reputation. If they are managers they must be thinking that every one in organisation follows his or her orders and respect them. They always want to maintain their company reputation. If an ex-staff arrived in organisation they must expect for good reputation and good customer service. To meet their needs staff must dress properly, looking smart and ask for if they wants some help. They should realise that they are getting the same respect as they used to have before.  

External Customers: - External customers are outside businesses and individuals who contact your organisation because they require goods or a service. Following are some of external customers.

Foreign customers: - We understand that living in a foreign country is sometimes hard, so we aim to make it easier by tailoring a wide range of customer services for the needs of all of our foreign customers. Foreign customers always expect for good customer service. A customer shouldn’t feel they are disturbed by the service provider’s work day. Not usually but some times this happens that a customer arrives and doesn’t know proper English. For that you need to be slow with your customer. When you are trying to explaining or giving an advice about the good, try to…

• Speak relatively slowly so that (he/she) will understand it well.
• Use of simple English words that customer pick up the idea quickly.
• Some problem with listening or the pitch of tone in quick and fast, so write for them because may be their reading skills are better then there listening.
• Don’t use long sentences with hard words with customers, may be the customers won’t understand what you are explaining to them.
• Never shout at him, don’t be angry, and don’t make him embarrassed, always smile face and laugh. If you did this he will be more satisfied with you.

Customer [mobility problems]: - Customers with mobility problems are like foreign customer. They also expect good customer service. Disable people need all appropriate access and facilities as other non-disable customers have. Many disabled people are already using technology successfully; some people have very complex needs which are not met by the current equipment or service models. We do all our best for our entire customers. Under UK Disability Discrimination Act, all disable customers are served equally e.g. separate toilets, doors, parking spaces. Not every organisation has automatic doors for disabled, but some have simple separate staff for blind customers, when arrives they hold the door until he pass through the door away.

Don’t try to rush or push them because they are on crutches or in their wheel chair.

Always offer assistant