• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month
Page
  1. 1
    1
  2. 2
    2
  3. 3
    3
  4. 4
    4
  5. 5
    5
  6. 6
    6
  7. 7
    7
  8. 8
    8
  9. 9
    9
  10. 10
    10
  11. 11
    11
  12. 12
    12
  13. 13
    13
  14. 14
    14
  15. 15
    15
  16. 16
    16
  17. 17
    17
  18. 18
    18
  19. 19
    19
  20. 20
    20

Customer service in Halifax

Extracts from this document...

Introduction

CUSTOMER SERVICE IN HALIFAX Customer service Customer service is any part of the service that customers receive from the staff of the business. It is also a way in which the organisation deals with its customers. Businesses need their customers to buy their products or use their services in order to survive and make a profit. The way that they treat their customers is therefore very important. Many businesses have a policy of customer service, which involves putting the customer first in all situations. Customer service involves: * Making sure the product range is available to the customer * Making sure the product is safe and reliable * Providing information about products and being able to give advice * Making sure the product range can be delivered if necessary * Providing credit facilities where appropriate * Providing after sales service guarantees It should be the aim of every business to provide the highest level of customer service. There are laws, which provide protection to customers buying products. Businesses should know what their obligations are under these laws.it will help them maintain a high level of customer service. Why customer service is important in Halifax Customer service is important to Halifax because it brings in profit (the more customers the more the profit). The customers provide income to Halifax. Halifax does so much advertising and looses money but because it provides good customer service, the money lost is replaced. Customers are also a source of market research information Customers ensure the survival of the business Because of good customer service, Halifax spends less effort dealing with customer complaints. Customers are relined and refrained in Halifax because they are treated well and are made to feel good and safe with their money and properties. Halifax's image is improved This is because everyone knows that it provides good customer service. My friend told me how good Halifax is and I was attracted to go and open up an account with them the next day. ...read more.

Middle

Only by doing so can Halifax ensure that they are fully meeting the needs of all their customers. When Halifax is dealing with customer complaints, they normally take the customer's details. This normally helps them to be able to contact the customer when necessary and to know who they are dealing with. Customer Surveys Customer surveys are used to get inside the customer's mind and learn what they are thinking about Halifax. Surveys can determine customer satisfaction, complaints, compliments and questions. Halifax likes to know what their customers are thinking because it helps them improve or tailor their services. Feedback can be a great source of information. Customer surveys can sometimes be a core competency of Halifax. Surveys can be administered online, in person or even via phone. Surveys should be constructed to pull the most valuable data from employees so that Halifax can later use that data for the betterment of the company. Savings and Debit cards When opening up savings or bank accounts, the staff records your personal details and keep them for further reference. At times this is used to contact customers to participate in surveys, to take advantage of new offers, etc. Internal Complaints When the employees make a complaint, Halifax also takes down their comments and again their details. Personnel records The personnel department keeps records of all employees on the payroll. This includes personal information (name, date of birth, address) as well as details of rates of pay, tax, and national insurance number. The records are confidential and should not be accessible to unauthorised personnel. These records are taken during recruitment. Recruiting When recruiting, managers take employees details for further reference. This helps them to know how much they deserve to be paid to know their retirement age, etc, which can be utilised by the firm to provide good internal customer service. The customer service provided in Halifax and improvements In Halifax, The desire to improve and be the best helps motivate staff by providing them with a challenge. ...read more.

Conclusion

They can do this by: Motivation Halifax cannot succeed if their employees are motivated to do a good job. You can motivate employees in any type of work environment. Employee motivation is one of the many keys to Halifax's success. Employee motivation can be achieved through a variety of ways. Employee training programs can be administered on a regular basis. Making an employee feel like they are an important part of Halifax also increases motivation. Appraisals In Halifax, members of staff are interviewed on a regular basis by their line manager and assessed on their performance. It is also an opportunity to discuss any problems and to determine any training and/ or training needs. Performance may be related to pay or bonuses. Care should be taken not present staff appraisal as a hostile or intimidating ordeal. Praise Managers make sure that they praise their staff when they have done well. This makes them happy and also do their job better because they know that their bosses appreciate. Training Managers in Halifax want to get the most out of your employees. Generally, the better their employees perform the better their department or company will do. In Halifax, it is not always possible to find someone who is perfectly suited to a job, with all the necessary skills and experience. They are likely to need some training. This is made even more likely by the fact that as working conditions change, due to new technology, reorganisation, expansion and so on, staff will need training to be able to meet the new challenges. Managers may also provide staff development to enable them to broaden their existing abilities and experiences and to help them achieve their potential for Halifax building society. Finally, motivated staff, teamwork, etc, ensures that employees are committed to their work. Commitment from and carrying out duties and responsibilities by all employees are the prerequisite for good customer service. Good customer service requires input from all employees, and not to be the duty of frontline staff alone. MARION NABUULE GNVQ INTERMEDIATE BUSINESS 17 1 ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE People in Business section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related GCSE People in Business essays

  1. There 15 things what Tesco does to provide a good customer service to customers. ...

    the disabled staff so it increases their satisfaction so in the future, this may attract more disabled customers as they feel they are treated well in Tesco's. Tesco also offer refunds. This means that if the customer wants to return the product that they have bought for one reason or another they can do so.

  2. Customer service Tesco's customer expectations

    This includes not only appreciating the reasons for an individual customer's behaviour on a particular occasion, but understanding the reactions of people in situations which are often quite stressful, as when seeking information that is difficult to obtain, asking for assistance or making a complaint.

  1. The Boots organisation is a public limited company (PLC).

    And condition, requirement or practise, which is unfair and cannot be justified, disadvantages that no one. Job Advertisements Job advertisements form an important part of the recruitment process. Job advertisements enable Boots to communicate job vacancies to a selected audience.

  2. The organisation I have chosen for my Business Studies project is Argos. Argos is ...

    Costs have lowered as machinery replaced workers. Management Information Systems provide managers with up to date and accurate information. Technology opens up marketing and selling opportunities through e-commence. Argos uses Just-In-Time systems to ensure that stock ordered goes out to customers immediately and stock is replaced when necessary.

  1. Report: Type of ownership of J-Sainsbury

    These determine the 'personality' of the business and affect the ways in which managers and employees behave, interact and resolve problem. J-Sainsbury's have a unique style of service they offer a whole range of services at one place. So rather than customers going two or three places to get their

  2. consistent and reliable customer service contributes to customer satisfaction

    * Timing - Approaching people at the wrong time, or if they are stressed, upset or busy can get a bad response. If you do this by accident, simply apologise and say you will contact them later. Being aware of your timing also means not keeping people waiting unduly; arranging

  1. Business at Work - ASDA

    Asda, which has now been taken over by American retail giant 'Wal-Mart' and which is now established as one of the world's most leading chain of supermarkets, has its own mission statement which is very specific to the industry

  2. Produce a case study comparing two business organisations, investigating the extent to which each ...

    I manage a team of 56 people whose job it is to take care of our customers' needs and, to me it's one of the most important jobs in the store. I believe the whole shopping experience should be perfect, which means keeping the tills working, the queues moving and every member of staff is motivated and knows their role.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work