Customer Service

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Customer Service

Many business organisations have different definitions of customer service. For example, according to the Chartered Institute of
Marketing, “Customer Service is what your business delivers to achieve customer satisfaction”. Another example is, according to the ACA
Group, “Customer service is the ability of an organisation to constantly and consistently give the customer what they want and need”. All business organisations need to make certain that their customers are satisfied with the service they receive because; customers are the most important part of any successful organisations. Businesses such as, Barclays aim to exceed customer expectation in order to ensure that customers enjoy themselves, leave having enjoyed themselves and return in the coming future.

Good customer service makes customers satisfied by fulfilling their needs first. Good customer service requires all staff to place themselves in the position of their customers. All staff should be aware of how they would like to be treated if, they were a customer, and deal their customers, for that reason. All business organisations should complete the A.R.T. of great service, to carry out a good customer service:

Approachable- An organisation must create an open and friendly environment that will influence customers to come in with self-assurance so that, their matter can be dealt with.

R esponsive- All staff should take responsibility of their action.
Customer service should be flexible and provide precise and honest information, at all times.

Timely- All customer services provide their services accurately and efficiently to new and existing customers, at all times.

The following are the main activities of customer service:

Ø Providing information

Ø Giving advice

Ø Providing assistance

Ø Providing credit facilities

Ø After-sales service

Providing Information

The type of information will depend on the product or service. Here are some examples, is the wool jumper flammable; how much is that laptop; when can you deliver the double-sized bed, what after-sales facilities do you provide? Getting the correct answers to these questions depends on the product and service knowledge of the sales staff, i.e. how well they have been trained.

Giving Advice

Advice is more accurate than information because, it involves more detail, greater specialist knowledge and modified to t...

... middle of paper ...

... For example, to be faithful to the customers

3. Lost customers-For example, to encourage dissatisfied customers to complain

4. Employees- For example, to give staff training, to deal with complaints and problems quickly

When receiving a complaint from an unhappy customer, the business must carry out the following:

Ø Listen to the customer’s story

Ø Ask for invoice/receipt to show date of purchase

Ø If customers is angry, report to a manager

Ø Examine the product

When dealing a complaint from an unhappy customer, the business must carry out the following:

Ø Advise customers of their views such as, legal requirements

Ø Make an offers to customer such as, refunds or replacements

Ø Give a receipt for products

Ø Write on credit note any expiry date

Many businesses record customer complaints so that, they can review the matter, and to improve its customer service. Details of each complaint can be recorded in several ways. For example, IKEA records all telephone complaints and directs them to the call centre at
Stockport. Details of each complaint can be recorded onto the computer. Also, details of each complaint can also be recorded onto the ‘Customer Complaint Form’.

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