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The importance of customer service

Extracts from this document...

Introduction

The importance of customer service Customer Service = Service that Customers are given Customer service is a team effort; it is vital in an organisation that they have a level of customer service. Many leisure and recreation providers teach customer service skills to their employees. These are the essential components of customer service: The term customer service refers to the elements of customer interface and includes all direct and indirect contact with customer service along with products, services, systems and strategies that support the customer service process. The key point of contact of customers to a company is through staff, this means that staff should be polite and patient towards customers; their attitude should reflect the company's customer service standards. To achieve this staff must be able to put them selves in the customer's position and see the customers complaint through, some examples of this are: * How would you feel if you were standing in a queue for a long time? * How would you feel if your place was double booked? * How would you feel if staff was ignoring you? Customers Service is a crucial part of businesses as without this people will not have faith in business and would be completely self-sufficient. There are many benefits of great levels of customer service as customers like companies that have better levels of customer service. All companies need customers; some companies are more dependent on customers than others. In the rural town I live in there only a few soul trader shops and amongst them there are all of the main superstores that people may find in cities. The level of customer service found in this town should be greater in the small shops and be normal in the large superstores. This is due to the monopoly of the market, as the superstores have already made a reputation and are not dependent on the odd customer, on the other side the soul trader is extremely dependent on the odd customer, as they need this to stay afloat. ...read more.

Middle

She leaves and is not happy Evaluation This incident is an emergency situation. Whilst the conversation was going on the receptionist did not have the authoritative edge he should have had. The receptionist should know that the lady being stubborn would have to leave whether she wanted too or not. Either she could leave easily with the receptionist or be forced out by the fire crew. Personally I was not able to give the orders in a stern manner, I was not assertive enough. I was extremely nervous, my body language also show signs of nervousness, my tone of voice was faint and high pitched. Rosie was not talking much she would either say she wasn't going or she suddenly said she would go. This exercise was repeated three times. As I have said I was not stern enough I should have known in my mind that Rosie would have had to leave, either by me saying so or the fire crew. If I had thought this through I would have been much more authoritative. The reason for my nervousness' was purely due to the fact I do not like being confronted, but in this case the confrontation would have been disregarded, as the customer cannot refuse, this would have sorted out my high pitched and faint voice. Next time this happens I will be ready and not be so hesitant in being demanding. Role Play 3 At a Bar - Face to Face Bar Man - Faraz Customer = 1 - Gurprit 2 - Rosie B How can I help you ladies? C1 Can we get a couple of drinks please? B What would you like madam C1 Can I have a coke please? B Would you like a diet of regular coke? C1 Can I have a diet coke please B Would you like ice in that C1 Yes please B And what would you like madam C2 Can I have the same please? ...read more.

Conclusion

facilities to an adequate standard The facilities at this site were excellent The facilities at this site were good but could be better if they were cleaned more frequently Do the staff use suggestive selling skills The staff did not use suggestive selling Are the prices of confectionaries in proportion to products The prices were extortionate. The service was not good, at one point I ordered the food and it took 30 min for it to be prepared and when it was ready she came and put it behind me without telling me. The prices are ok compared to the products they are selling, the size of the portions are good too. The general cost of entertainment In this site we noticed that all of the gaming machines charged at least 50p per go. This is the average price for games across the country Improvements I believe that both organisations need to improve to reach their optimum customer service point. Below I will show what they need to improve and how. AMF AMF need to arrange for some distinctive road signs for the location of this site as it is not in a highly visible location. The managers at AMF need to revise the way in which they train their staff in customer service skills and have a reward scheme, this will provide an incentive for staff to be polite. Bugsy's Bugsy's need to check their cleaning roster to make sure that the cleaning is done on a regular basis, as this site was filthy in certain bit. This can be done at the beginning before opening or at the end after closing. I believe that both site need to add suggestive selling to the selling strategy, this will definitely increase sales. Suggestive selling skill can be used if the organisations has bulk buy offers on the sales strategy, this will not only increase sales but can attract customers that are not currently at the their site. Faraz Ijaz Leisure & Recreation Unit 5 ...read more.

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