How to achieve both Customer services?
This could be achieved if business and staff are trained and aware of the following 8 points:
It means what the job involves what the work is like. This is important because the job has instructions which need to be done properly if they are not then the job instructions are not being followed.
- Knowledge of products / services
It means absolute awareness about all products and services. This is important because if knowledge is not known about the products / services then advice and help cannot be given on the products.
- Type and quantity of product service
It means you know what type and what quantity of product you are selling. It’s important to know what type and quantity of product service is on offer otherwise the customer will return the product.
- Staff attitude and behaviour
It means how you treat customers in organisation. Your attitude and behaviour is important because customers will see how your attitude and behaviour is towards them. The behaviour in the business needs to be positive.
Timing means to be on time and not late for the job, also to attend to customers on time. This is important because if you are late for your work then it will affect your business.
- Product/service availability
To make sure products and services are available. This is important because if product is not available then customers might go somewhere else.
- Meeting specific customer needs
Making sure you give customers the products that they need or they looking for. Businesses have to do this in order to get loyal customers.
This means to work when times are busy and pressure is on you and working by yourself. If the pressure is on you need to be calm able to handle the situation.
What is meant by term “Customer Satisfaction”?
This means the customer is satisfied and happy with the service and product from the business. If the customers are satisfied with your service then they are more likely to become your loyal customers. This is very beneficial for business.
3 Customers and business:
Name of business: ASDA
Customer 1 : Student
Customer 2 : Security guard
Customer 3 : Cashier
How can these customers be satisfied by your chosen business?
Student:
A student can be satisfied through receiving a student discount on products they buy from the company. Also if a student needs a job and your company gave them a place then he will be satisfied.
Security guard:
A security guard will be satisfied by his pay rise or he will be satisfied by good behaviour of customers and staff members.
Cashier:
A cashier will be satisfied if the company give him/her bonus. Also if cashier need some leave and the company grant him/her some leave then a cashier will be satisfied by the business.
What is meant by term ‘Codes of practice’?
They are voluntary guidelines that are drawn up by organisation to try and promote best practice with in business. E.g. The Customer Service Code of Practice.
3 benefits of Customer Service Code of Practice:
- Establish effective customer service mechanism.
- Build customer loyalty through positive customer service experience.
- Increase customer retention.
2 forms of codes of practice:
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Name: Professional codes of practice
Description:
Set out minimum standards, for professional workers such as accountants, doctors, solicitors and social workers. They are often drawn up by professional bodies on behalf of their member.
Examples:
My first example is ‘Tameside Hospital’. Their purpose is to help the local community especially the people who suffered from illness or any weaknesses.
My 2nd example is Manchester Central Library. Their purpose is to enhance knowledge in community. This is a Public Limited branch (plc).
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Name: Industry codes of practice
Description:
Related to issues that affect many different types of organisations, such as advertising or recruitment or to organisations that operate in particular industry such as the water, gas or mobile phone industry.
Example:
The example for this is Southern electric. Their purpose is to supply electricity, gas, insurance, telephony and broadband internet.
