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Objective Customer Services

Extracts from this document...

Introduction

Components of Customer Service Meeting the Customer needs: Meeting Customer Needs is important because the customers will be satisfied with the organisation and will come back for, therefore the organisation will make more sales and profits e.g. when a person cannot walk, then the organisations need to provide a wheel chair access to the person. The organisation needs to employees a staff that can interpret for people who cannot speak English. The organisation also needs to give advice to the customer if customers do not know anything about the product. Meeting Customer Expectation: Meeting Customer Expectation means to show what customer expect such as providing excellent service and to recruit a staff with better product knowledge when customer asks a questions they should able to answer the questions straightaway. Maintaining Safety: In an organisation maintaining the safety is very important. When a customer enters an organisation they should feel safe and secure. Example: if there is water on the floor they should clean it or they should put a safety notice on the board. Maintaining Security: Maintaining Security means when there is damage or a problem the organisation should provide security and also security cameras. Achieve Customer Satisfaction: If an organisation keeps customers happy, they will be happy and will tell other about the organisation customer service and product will lead a repeat business e.g. proving good customer service and quality product to customers. Caring for customers internal and external: The organisation should able to take good care of customer by providing helpfulness from staff. Excellent Customer Service Increase sales/ More customers: When the customer is satisfied with the organisation and the quality they produce, which means the sales will increase which means they get more customers. E.g. when a customer is satisfied with the service the organisation provide then the sale will increase, which leads to a better profit. Customer Loyalty and repeat business: If the organisation is loyalty with the customer then it will lead to a repeat business. ...read more.

Middle

Suppliers: who supply food and other products and the supplier expect good pay at the right time. Owners of Exhibits: The owner of exhibits wants security on their collections of picture or etc and a good feedback from the museum. Customers: The customer wants good Customer Service, helpfulness staff and to provide better facilities for special needs. Staff: The staff should be motivated, which then will lead to good sales and profit. The staff will have an experience working with different types of customers. Friends (F@nmm): Friends of the National Maritime Museum actively support the largest Maritime Museum in the world. The friends mission is to support the work of the National Maritime Museum, the Royal Observatory and the Queen's House by: * Giving money for acquisitions, to save items of national importance that are in distress and encourage educational initiatives. * Giving hours of time by providing voluntary help when needed Values: In carrying out its programme, the National Maritime Museum recognises the vital role played by its staff and volunteers and in particular it values. These are the main principle of customers in the museum: * Good ideas and learning * Excellence in customer service * Teamwork and communication * Quality Customer service is important to National Maritime Museum because: * Need to attract customers and meet visitor targets set by the government * Need to meet "social inclusion" and public service requirements by the government * Need to increase sales- The Museum produce income through shops, cafes, charging for special exhibitions, hiring venues for corporate events and weddings and sales from the Picture Library. * To have a competitive edge- Good customer service can give the Museum an edge over other tourist attractions or leisure facilities, as we compete for customers' leisure time and money. * Happy workforce- The staff also takes pride in being part of an organization, which delivers high levels of customer service. ...read more.

Conclusion

for communication quality: Skill Grade Comments Did the letter contain all the important points? 5 Was it written clearly? 4 Did it show empathy? 4 Did it contain an apology & was the apology appropriate? 5 Did it indicate that you had investigated the complaint? 4 Did it contain a solution and was the solution appropriate? 4 Did it say anything positive about the business? 4 Finally, comment on any improvements you think you could have made. TELEPHONE MESSAGES To: Paris Date: 24/3/06 Time: 10.00 From: Mrs Varsani Organisation: Tel: 0208 9318778 Mobile: 07952390311 E-mail: Fax: Telephoned Please phone back Called to see you Will call again (time) Wants to see you Urgent Message: * Weekend to Paris * Date: 7th and 8th of April * Travel by plane, afternoon at 1.00 * 4 star hotel with vegetarian Taken by: Mytheley TELEPHONE MESSAGES To: Date: Time: From: Organisation: Tel: Mobile: e-mail: Fax: Telephoned Please phone back Called to see you Will call again (time) Wants to see you Urgent Message: Taken by: TELEPHONE COMMUNICATION SKILLS EVALUATION Were House rules followed? Grade each 1 (low) to 5 (high) House rule: Grade: Comments: Three rings 4 Too early picked up the phone in second ring Greeting 5 Naming 5 Thanking 5 Signing off 5 Now grade the quality of communication: Grade: Comments: Were messages or information repeated? 4 Were Spellings asked for? 5 Were Messages recorded? 5 Were records accurate? 5 Now grade quality of customer service: Performance to be assessed on: Quality of advice: Accuracy of information given Clarity of expression and of voice Confidence Appropriate language use Product knowledge Mark Band 2: Communication is effective. Display thorough product knowledge Communication is accurate. Mark Band 3: Communication is successful and confident Customer dealt with confidently. Communication is thorough, confident, accurate and fluent. 1 http://www.nmm.ac.uk/ 2 http://www.nmm.ac.uk/server/show/nav.00500a 3 http://www.nmm.ac.uk/server/show/nav.005006000 4 http://www.nmm.ac.uk/server/show/conWebDoc.434 5 http://www.nmm.ac.uk/server/show/nav.005001000 6 http://www.nmm.ac.uk/server/show/nav.005001001 7 http://www.nmm.ac.uk/server/show/nav.00500400k 8 http://www.nmm.ac.uk/server/show/nav.005004 9 http://www.nmm.ac.uk/server/show/nav.005004004 10 http://www.nmm.ac.uk/server/show/conWebDoc.83 11 http://www.nmm.ac.uk/server/show/nav.005004 12http://www.nmm.ac.uk/server/show/nav.005000004 13 http://www.nmm.ac.uk/server/show/nav.005000003 14 http://www.nmm.ac.uk/server/show/conWebDoc.60/viewPage/5 15 http://www.nmm.ac.uk/server/show/conWebDoc.60/viewPage/6 16 http://www.nmm.ac.uk/server/show/nav.00500400k 17 http://www.nmm.ac.uk/server/show/conWebDoc.454 18 http://www.nmm.ac.uk/server/show/nav.005006000 ?? ?? ?? ?? 1 ...read more.

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